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CRM & CS Manager
manager · Luxury & Retail
Who are we?
A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.
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.