International CRM Manager

Job content

Your Mission

Maximize our sales opportunities via a strong CRM strategy that leverage on Salesforce and incorporate the vision of a global customer journey across channels (boutiques / e-boutiques / digital)

Your Main Responsibilities

• The International CRM Manager is responsible to elaborate a global Clienteling & CRM strategy at HQ level in accordance with Chopard strategic objectives
• Then he/she is in charge of rolling out with all Regional Subsidiaries & own Boutiques the Clienteling & CRM activities to increase the brand turnover as well as the customer’s loyalty and recruitment.

Your Activities

CLIENTELING & CRM STRATEGY

• Elaborate and rollout a global Clienteling and CRM strategy, review and implement an action plan per client segment, customer engagement, recruitment, upgrade, retention and loyalty to maximize commercial opportunities
• Define clienteling interactions policy (activities, events, initiatives, gifting, celebrations etc…) per segment
• Improve the client knowledge at HQ regional level, boutique and sales associate level by running monthly report, sharing clienteling newsletter, etc…
• Support HQ Retail Marketing department with all events activities including client insights, segmentation and action plan, client experiences and gifting
• Conduct market intelligence monitoring to come up with innovative and highly effective CRM tools or initiatives.

CLIENTELING & CRM IMPLEMENTATION ON THE LOCAL MARKETS

• Implement and execute the global CRM strategy and activities for all markets in close coordination with the local SOMM/CRM manager.
• Support each market to create a local yearly plan in line with the central strategy and objectives.
• at regional level
• Handle directly the Swiss & Monaco markets
• Monitor daily operations on CRM, develop training to support CRM needs at retail level, create tools and guidelines for different actions: Client 360° view, data collection, data quality, task, opportunities, email template
• Set annual CRM KPI’s to Boutiques in line with yearly objectives
• Create dashboard to measure the global performances and ROI of the CRM activities

DATA MANAGEMENT

• Conduct and perform database reporting and analysis from Salesforce to support the Boutiques clienteling objectives

BUDGET & COMMUNICATION

• Define and monitor the CRM Budget (tools & gifts) in respect with forecast and timelines
• Develop and maintain a strong and supportive relationships with cross-functional departments (Retail Solution, Retail Marketing, Product Marketing & Digital teams, Training, High-Jewellery, Export and Subsidiaries)
• Consistently evaluate and adapt processes to maximize efficiency

Your background and competencies/skills

• 2-5-year experience in a CRM position
• Experience in Project management
• Large database and analytical skills
• Accurate & detailed working approach
• Deep understanding of the customer journey in the luxury world
• Fluency in English and French a must
• Excellent communication skills, verbally and written
• Result-oriented
• Autonomous
• Team-player
• Ability to work in cross functional teams (retail operations / digital / marketing / subsidiary CRM)