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Geneva or Milano area Durée indéterminée 100 %

CRM Manager

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Your mission

  • Continued rollout of global CRM strategy across all channels (retail, wholesale, e-com, etc.) and touchpoints (e-mail, SMS, WeChat, etc.)
  • Implementation of Customer Journeys to maximize commercial opportunities and optimize effort
  • Management of CRM Communications Calendar
  • On-going execution and monitoring of CRM communications and results
  • Act as Maison CRM point of contact in dedicated Group workflows
  • Act as single point of contact for CRM requests and projects from Commercial Director, CEO and SWM functions
  • Work with Group IT and Legal functions to solve any technical/legal issue related to CRM
  • Be the driving force for database growth and enrichment in the relevant regions, always working with local CRM referents to ensure data quality
  • Ensure the operational implementation and execution of CRM campaigns with the internal boutique network
  • Be a key user and evangelist for the adoption of the new CRM tools
  • Orchestrate the strategic planning of contact flows assuring care and relevancy to Panerai’s customer groups
  • Monitor local client data capture and other CRM KPIs to ensure targets are met
  • Update and prepare reports and charts (client segmentation, profiling, data capture…)
  • Ensure high level of security for client data (process, rules, controls, training etc.) to ensure compliance with internal audit guideline and legal environment
  • Attend Richemont key user meetings, technical rollouts and system tests on all Elevate project streams
  • Request additional features, improvements, developments of CRM systems to improve and optimize usability and efficiency
  • Lead the CRM team, to support the Markets with the rollout of our CRM framework and strategy
  • Suggest adaptations and actions to give a strong local imprint to the global CRM framework and make them happen
  • Liaise with the market referents for the ongoing execution and monitoring of CRM actions and result
  • Support the extension and personalization of CRM activities to wholesale and external boutique partners as part of “Retailization”, acting as a liaison also with the dedicated HQ referents
  • Ensure adoption of new CRM tools by providing trainings, meetings, reporting and ad hoc support for market referents
  • Foster development and communication of key client information within the company, to support product, marketing and all other relevant functions
  • Monitor & Measure KPIs to identify new opportunities for customer-centric experiences and report insights to business on a recurrent basis.
  • Leverage data analysis to maximize customer retention and Life Time Value
  • Lead the CRM team, delegating, empowering, and supervising their activities and performance and providing regular feedback. Be responsible for the management and development of each member of the CRM team.
  • Promote a strong communication and feedback culture and act as a team leader

your profile

  • You have a minimum of 6 years working experience in luxury retail / fashion / cosmetics industry, in a CRM managerial position.
  • Strong understanding of retail/wholesale and client experience required.
  • Applied analytics sensibility with proven ability to make profitable decisions based on data.Statistical and familiar with data-mining models and tools. SQL literacy and structured data querying familiarity will be considered as a plus.
  • Entrepreneur spirit, analytical, with sharp attention to detail.
  • Strong project management and time management skills.
  • Good communication skills and ability in leading meeting with CEO and Executive committee.
  • Fluent in English.

Réf. Job Watch
Catégories de métiers
Brand management / SAV / Service clients

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