CRM Project Manager

As the CRM Project Manager you will be the owner of CRM tools and solutions from a business perspective, ensuring their continuous evolution, strong market adoption, and effective usage to support client engagement and retention strategies. In this role you will be reporting to the CRM manager based in HQ.

• CRM Tools Product Ownership:
  • Drive the evolution of our CRM tools (e.g., Clienteling, Salesforce Service Cloud, Looker), identifying business needs and translating them into clear improvement briefs.
  • Prioritize enhancements, ensure timely delivery, and maintain high-quality user acceptance across markets.
  • Identify and integrate new tools, features, and innovations, including AI scoring, defining concrete use cases and ensuring widespread adoption.
• Market Training & Support:
  • Develop and update comprehensive training materials, guidelines, and best practices for CRM tools.
  • Design and conduct onboarding programs for new CRM team members and provide ongoing market support, managing issue escalations.
  • Coordinate and facilitate CRM community calls, setting agendas and documenting outcomes.
• Client Data & Insights:
  • Maintain insightful dashboards for retail teams and top management, ensuring clear data performance visibility.
  • Conduct regular client analysis, translating business insights into data-driven action plans.
  • Monitor and enhance data quality, completeness, and enrichment across all markets.
  • Collaborate closely with Regions, Marketing, Retail, Commercial, Customer Service, and key Maison stakeholders to fuel business growth.
• Client Retention Programs:
  • Define and structure client retention program guidelines, ensuring effective cascade and implementation across markets.
  • Translate strategic objectives into actionable client treatment journeys within available CRM tools.
• Client Engagement in Partner Network:
  • Define and prioritize client engagement strategies (e.g., data capture, client activations) for our partner network.
  • Collaborate with CRM and partner retail teams to implement these strategies and monitor performance using key CRM KPIs.

• Minimum 5 years’ experience in Client, Retail, CRM, Clienteling, and / or digital product management (in luxury sector is a plus)
• Expertise in Salesforce on several products and clienteling app
• Excellent project management and organizational skills with high attention to detail
• Strong ability to translate business needs into clear digital requirements and digital capabilities into business use cases
• Data centric, proactive, solution-oriented, agile, and innovative
• Experience in a market’s CRM or retail roles is a plus
• Fluent in English and French, any other language is a plus

• A Welcoming Team:
  Join our friendly, open-minded, and talented team, where your skills will be valued and your contributions will make a real difference.
• Dynamic and Engaging Work:
  Experience daily activities that are interesting, challenging, and diverse, keeping you engaged and motivated.
• Investment in Your Growth:
  We are passionate about developing our people, and you will have access to various training and development opportunities to enhance your skills and advance your career.