Digital Client Experience Manager

Digital Client Experience Manager

Plan-les-Ouates, Geneva, Switzerland

Permanent Contract

At Vacheron Constantin we share an ongoing quest for excellence since 1755. Our Maison is home to people with outstanding abilities and a strong commitment to imagine, design and create the finest watches in Haute Horlogerie.

Be One Of Not Many

The Digital Client Experience Manager reports to the Head of Client Knowledge and Experience. With a strong focus on the Client Relation Centers, he/she ensures a best-in-class operational management with Vacheron Constantin Ambassadors, local teams and Richemont colleagues to deliver to the end-clients the best experience possible. He/she supervises trainings, performance and develop client engagement plans to ensure long term satisfaction.

Let’s talk about the role more into details…

CRC Operations performance – 35%

• Monitor global CRC performance (volumes, SLAs, …) and report to Global and Regional teams on trends, patterns, and successes
• Create an engagement programme for the CRC Ambassadors to maintain satisfaction and engagement with The Maison
• Participate to the recruitment of new Ambassadors with local teams
• Animate a community of CRC Managers/Ambassadors to iterate ideas and best practices
• Support and roll-out training plans in line with VAC Training and RIC Training teams
• Collaborate with VAC eCom team to accelerate on sales, increase average basket and improve retention
• Ensure a technical support among the CRC VAC Managers
• Be the point of contact of the roll-out of Crews (Salesforce in the CRC). Ensure tests coordination, bug fixing and adoption across regions
• Collect and share best practices from best-in-class companies/industries
• Implement new selling technics (eg: virtual selling) based on Vacheron Constantin roadmap

CRC Client performance – 25%

• Align CRC and Retail practices on client engagement plans
• Develop clienteling programmes (welcome, birthday, post-purchase…) to support sales and satisfaction among clients
• Collaborate with Digital team to ensure flawless communication flows between all the digital touchpoints
• Enlarge communication tools scope by opening new communication channels (Line, WhatsApp etc…) based on local practices

CRC Strategy – 20%

• Plan the CRC of tomorrow (inc. commission, internalization, business model, operating model…) in China and R.O.W by establishing a clear blueprint aiming at delivering best-in-class experience to Ambassadors and clients
• Manage collaboration with 3rd parties/agencies (Powerfront, PFS…) to improve the quality of the service delivered
• Partner with RIC on the LNR project to place VAC at the heart of the discussion

Digital client satisfaction – 20%

• Lead the client satisfaction programme on digital platforms (website, CRC etc..) inc. technical development (VoC)
• Collaborate with Retail team to ensure a 360 view of the client satisfaction
• Adapt training based on results
• Consolidate satisfaction results with digital feedbacks/data
• Monitor performance on weekly basis

REQUIREMENTS

• Degree holder with 6-8 years relevant experience in Luxury retail or Hospitality
• Practical experience in client management, communications, engagement and retail business
• Positive role model and highly self-motivated with great levels of creativity, initiatives and enthusiasm
• Presentation, analytical, negotiating, influencing skills and capability to drive performance
• Ability to coach and animate a community spread around the world
• Excellent communication skills, both verbal and written
• Ability to build professional working relationships at all levels balancing needs of all stakeholders internally and externally
• Ready to travel up to 10%
• Fluent in English (French language is a plus).

HOW DO WE KEEP YOU SMILING?

By joining our Maison your also join our broader family, Richemont. We believe in your development and offer on-going learning opportunities and the possibility to be mobile. At Vacheron Constantin, your fulfilment is our excellence.

Our benefits:

• Flexible Working hours & Quality Workplace
• Health & Wellness
• Socially Engaged
• Generous Holidays & Days Offered
• Company Restaurant
• Training & Learning Programs

The hiring process:

• Step 1: Video Interview + Predictive Index
• Step 2: Interview with Talent Acquisition Team and Hiring Manager
• Step 3: Second round of interview
• Step 4: Final Decision and response

Interested? Join us! #WeAreWaitingForYou