CRM Project Manager
Job Description
Reports to: CHL Americas CEO & RNA F&A President
Role Overview
Under the supervision of the Senior Manager of Omnichannel Customer Engagement, the Client Development Project Manager will be responsible for the successful execution of the client strategy in North America and support boutique teams enhancing their client portfolio for both new and existing clients. The appointed candidate will support the omnichannel customer engagement department through analytics and data management, clienteling programs, client activations & tech tools support. The Client Development Project Manager will relay the Maison’s Client vision to boutique teams and brings forward local needs and feedbacks. The appointed candidate will play a key role in cultivating a client-centric mindset across the organization and fostering operational excellence.
Responsibilities
Client acquisition, retention and loyalty programs:
- Oversee regional contact plan, ultimately driving client loyalty to the Maison. Optimize clienteling pressure for each client segment, prepare target groups, adapt and import assets in clienteling app for each communication channel. Brief boutique teams on clienteling campaigns and monitor results.
- Assess opportunities and risks related to VIC activity and engagement; propose creative solutions tailored to local needs.
- Collect and share best practices and successes stories across all programs.
- Identify eCRM / web push opportunities that are specific to the region, prepare brief for internal submission.
- Oversee client gifting program for the region within the allocated budget. Identify gifting opportunities, manage inventory, and guide boutique teams on utilization to ensure positive ROI.
Analytics and data management
- Supervise data quality indicators, address training and education needs with relevant local and central teams, feed collaborators with best practices.
- Generate extensive client insights and client studies to support business decision making across the organization.
Client Experiences
- Closely monitor net promoter score and clients’ feedbacks via survey platform, address area of opportunities and initiate teams upskills in partnership with corporate functions. Support network on closing the loop on client issues and involve senior management on resolution strategies.
- Ensure strong adoption of omnichannel services by retail teams through regular trainings and monitoring of activity (livechat, click-from-store, pick-up in-store, return-in store).
- Support omnichannel customer engagement department with development of processes, policies and trainings to drive client discipline and ensure memorable and consistent client experiences are provided across the region.
Client events
- Contribute to the development of events calendar in partnership with communication and retail functions to acquire new clients and engage existing clients.
- Coordinate organization of regional and international VIC events aiming at developing portfolio of top clients.
Application, systems and tools
- Oversee adoption and training of clienteling application across all retail teams.
- Partner cross-functionally to collect needs and best practices for tech products enhancement.
- Partner with central Client & IT teams to troubleshoot and investigate technical issues.
- Manage user creation / deletion requests across platforms for all retail employees.
Qualifications
- Master’s degree in business, marketing, or related field
- Previous experience in CRM, marketing and/or e-commerce
- Excellent written / verbal English language skills along with strong interpersonal and communications skills
- Experience working with data, understanding KPIs and running reports
- Experience in clienteling, developing and driving initiatives
- Knowledge of CRM systems (salesforce, clienteling app) is a plus
- Customer-centric, sense of luxury
- Positive team player
Richemont offers 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: $85,000-$100,000
Salary will be determined based on relevant skills and experience