Client Development & Customer Engine

¿ Are you looking for a new challenge in your proffesional career?
Our ambition is to become one of the most client-centric luxury brands, where every customer interaction—before, during and after purchase—creates long-term value.
We are looking for a strategic and operational leader who will own the entire Client Development ecosystem, connecting Retail, Ecommerce, CRM, Data and Clienteling into one unified customer experience. The role combines luxury retail sensitivity with analytical thinking and operational excellence.
This is not a traditional CRM position. It is the owner of the Customer Engine.
Main Responsibilities
1. Clienteling Strategy
Design and implement the global Clienteling strategy across all channels and markets.

Responsibilities include:

Define the global Clienteling model.
Establish customer outreach standards and client journeys.
Develop appointment selling and follow-up processes.
Build client lifecycle management.
Define Clienteling KPIs.
Develop playbooks and best practices for stores.
2. CRM & Marketing Automation
Own the CRM ecosystem and customer lifecycle communications.
Including:
Email Marketing.
SMS.
Whats App.
Push Notifications.
Automated journeys.
Lifecycle campaigns.
Responsible for maximising customer engagement and Customer Lifetime Value through personalised communications and marketing automation.
Develop a data-driven customer culture.
Including:
RFM.
Cohort analysis.
LTV.
ARPU.
Purchase frequency.
Retention.
Transform customer insights into commercial actions and monitor key customer performance indicators.
4. Retail CRM
Build the bridge between stores and CRM.
Including:
Store client books.
Reactivation plans.
Local client initiatives.
Wishlists.
Bespoke order follow-up.
Ensure consistent Clienteling practices across the retail network.
5. Customer Journey
Own and continuously improve the customer experience across:
Retail.
Ecommerce.
Customer Service.
Identify friction points and implement initiatives that improve customer satisfaction and retention.
6. Loyalty
Design and develop the company's Customer Loyalty Programme.
Including:
Experiences.
Exclusive access.
Ensure the programme strengthens customer engagement and long-term loyalty.
7. Customer Engine Governance
Define and monitor the key KPIs of the Customer Engine.
Examples:
Customer Lifetime Value.
Repeat Purchase Rate.
Active Database.
Customer Acquisition.
Database Growth.
Revenue from CRM.
Revenue from Clienteling.
Store Clienteling Performance.
Average Order Value.
Purchase Frequency.
Client Retention.
Reactivation Rate.
NPS.
Provide reporting and actionable insights to support business decisions.
Leadership
Lead and develop a multidisciplinary Customer team.
Potential future structure:
CRM Manager.
Clienteling Manager.
Customer Insights.
Loyalty.
Customer Experience.
Promote collaboration across Retail, Ecommerce, Marketing, Customer Service and other business areas.
Experience
8–12 years of experience in:
Luxury Retail.
Customer Development.
CRM.
Clienteling.
Experience leading international customer programmes and cross-functional teams is highly valued.
Technical Skills
Strong knowledge of:
CRM Platforms.
Marketing Automation.
Customer Analytics.
Power BI / Tableau.
Journey Design.
Clienteling methodologies.
Retail KPI management.

Experience with Salesforce, Adobe, Bloomreach, Connectif, Microsoft Dynamics or similar platforms is a plus.
Soft Skills
Strategic thinker.
Strong execution capability.
Analytical mindset.
Cross-functional leadership.
High attention to detail.
Luxury mindset.
Customer obsession.
Success after 12 months
The successful candidate will have:
Implemented the global Clienteling framework.
Increased database quality and active customers.
Improved repeat purchase rate.
Defined global customer KPIs.
Connected Retail and Ecommerce through a unified CRM vision.
Built the foundations of the company's Customer Engine.

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