CRM Manager

The CRM Manager reports to the Head of Marketing & Communications and leads the implementation of the global CRM strategy within the subsidiary, optimizing and originating best-in-class programs and trainings for the Americas market.

They implement the Clienteling strategy locally in order to maximize client acquisition, satisfaction & retention at all touch points and across all channels. He/she ensures excellence in Client relationship.

They are required to drive CRM training and acquisition programs with all commercial teams, as well as e-commerce and partner teams as applicable for partnered promotions, internal tools utilization, client treatment, databasing and tracking;  in order to offer a seamless, luxury omni-channel experience to all clients.  On-site support to help with IB and partner activations is occasionally needed. They elevate the data and client knowledge expertise of the team and share actionable insights and ensure proper measurement of program results.

They define and implement the Client Business Development strategy, identifying and leveraging potential business growth opportunities related to local and tourist clients, providing regular reporting,  analysis and program support to HQ, EXCO, and local commercial teams.

RESPONSIBILITIES

1) Client strategies and programs

• Develop clear understanding of market context as well as key drivers behind consumers behaviors through close collaboration with Richemont Marketing Services functions and external market research companies

• Develop and coordinate the overall program of Client relationship for the market, in line with central guidelines

• Ensure the implementation and effectiveness of the CRM programs throughout the market for all clients and monitor, using CRM guidelines and tools

• Ensure CRM strategies are planned with an integrated consumer centric approach across all channels,

• Drive increased engagement among Sales staff with their consumers through Clienteling and Activation programs

• Facilitate best practices sharing through active participation in HQ meetings and seminars, and good market understanding through regular market visits,

2) Data & Client Knowledge

• Develop Client Knowledge through Client Insights and Database analysis in order to drive Client programs efficiently.

• Develop an Analytics roadmap to support business performance (including Retail, digital and ecommerce).  Ensure results are communicated with focus on value-add insights and actionable recommendations

• Drive internal and industry best practice analytics projects (predictive modeling, basket analysis, attrition modeling, client equation…. etc.)

• Ensure maximum security level of client data via proper organization, processes and confidentiality

3) New service Development

• Formalizes local launch plans for the development of new tool, KPI or reporting capabilities in collaboration with the Marketing & Communications teams

• Ensures to keep the various teams informed

• Manages the budget, ordering, tracking and deployment of gifting program with the support of the retail operations team, ensuring strategic use of gifting product and maximum ROI

4) Client Business Development

• Be a supporting contact for partnership proposals addressed to the Maison, evaluate and select the most relevant ones based on the potential return on investment from a CRM perspective and collaborate with boutiques’ teams in order to generate sales and enable them to sustain and expand their networks

• Work in conjunction with Events teams to support local boutique teams with connecting with high potential local communities and organizations to drive database growth and brand awareness in the local communities.

• Report on the business development activity (activated contacts, generated sales, RoI, improvement areas…)

REQUIRED COMPETENCIES

• University graduate

• Strong in both project management & communication skills

• Good analytical skills, detail-oriented

• 6+ years of Retail and/or CRM experience

• Fluency in written and spoken English (required)

• Experience or familiarity with corporate CRM tools (Salesforce, The View, Google Analytics) preferred

• Creative, pragmatic and proactive

• Be a solution orientated team player

• Good communication and presentation skill

• Ability to multitask

• Time and deadline management

• Passionate and flexible

• Presentable, high level of integrity and loyalty

• Ability to interact with a wide variety of people including retail and partner retail teams

• Capacity to understand a market and identify opportunities

• Strong production, design / arts / marketing background will be an asset

• Great sensitivity to clients’ needs and aspirations

• Training experience is a plus

We offer a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $105,000-$115,000

Salary will be determined based on relevant skills and experience.