CRM & CS Manager

Location: Genf

Here at Van Cleef & Arpels Switzerland Market, we are looking for a CRM & CS Manager for a full-time position, based in our offices of Geneva.

CONTEXT

The CRM & CS Manager is responsible for the implementation of the Maison Client strategy and Service Culture in Switzerland. Based on a thorough and detailed knowledge of local clients, he/she builds dedicated action plans to adapt and deploy the Maison initiatives in client development, experience and satisfaction. He/she aligns and collaborates with boutiques, local and Regional teams to guarantee consistency with the Maison strategy, support the development of the business and ensure a level of excellence in Client experience & satisfaction across all boutiques and touchpoints.

Your

Responsibilities 1/ Develop a detailed knowledge of local clientele and build dedicated action plans to develop client portfolio

• Understand the local client portfolio evolution & performances
• Identify development opportunities in collab. with boutiques, market & regional teams
• Support Retail management on all business KPIs to ensure a 360 approach on SA performance including Retail & Client KPIs.

2/ Orchestrate the deployment of the Maison activations and clienteling strategy and adapt to local needs & context

• Build relevant local client plan in 360 collaboration to support the development of each products categories
• Manage all local clienteling opportunities (1 to 1 and 1 to many) – support boutiques & each SA portfolio development in collab. with BTQ management
• Participate in the preparation of all HJ events strategy

3/ Oversee the deployment of the Maison Client Experience & monitor Client satisfaction in the market

• Ensure the implementation of the client treatment strategy both in-boutiques and outside of the boutiques
• Monitor the implementation of the Maison gifting strategy
• Monitor & follow-up Barometer results with boutiques and build action plan to drive Client satisfaction

4/ Oversee the deployment of the Client service offer and Service culture in the market

• Understand the Maison service offer and be an ambassador of the Maison service culture
• Assess and propose action plan to enrich client journeys and client development through CS opportunities

5/ Manage the Client & CS budget to allocate resources based on Market strategy and priorities

• Follow-up with Finance team and A&P on day to day monitoring
• Regularly and accurately analyzes results and key KPIs.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Master's degree or equivalent
• Strong expertise in CRM functions, clienteling and client experience in luxury environment - 10+ year within client functions
• Strong leadership, communication and interpersonal skills
• Proven management skills – already managed a team of 2+
• Knowledge of the luxury goods industry and the jewellery/watchmaking sectors is a plus.
• Excellent analytical skills and understanding of client and retail levers
• Strong collaboration and organisational skills
• Performance culture and results orientation.
• Experience in an international environment.
• Fluency in French and English.

More than a job…it’s an experience! If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels. By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.

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