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CRM & Client Development Analyst
mid · Luxury & Retail
Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
CRM & Client Development Analyst – Americas
Based in New York City, USA
Reports to CRM & Client Development Director - Americas
MAIN PURPOSE
The CRM & Client Development Analyst plays a key role in supporting client-centric growth and retention strategies across the Americas. Acting as a bridge between Commercial, Marketing, and Client Experience, this role leverages data-driven insights to enhance client engagement, optimize CRM performance, and support long-term client development.
You will be responsible for ensuring the integrity, quality, and strategic use of client data, while supporting the execution of targeted CRM initiatives. Through advanced analysis and reporting, you will help shape personalized client journeys, improve boutique performance, and contribute to a best-in-class luxury client experience.
ROLES & RESPONSIBILITIES
Clienteling Analytics & Insights
- Act as a key user of Salesforce and related tools (e.g., Looker, SAP), ensuring optimal usage, data integrity, and issue resolution
- Analyze and interpret client data to generate actionable insights that support acquisition, retention, and client development strategies
- Develop and maintain regular and ad-hoc reporting dashboards for the Americas region, including boutique-level performance tracking
- Monitor CRM KPIs (e.g., data capture rate, client engagement, repeat purchase behavior) and identify opportunities for improvement
- Partner with HQ and regional stakeholders to deliver quarterly performance reviews and strategic recommendations
CRM Activation & Data Excellence
- Support the end-to-end execution of CRM campaigns (email, events, and client outreach) in collaboration with local and HQ CRM teams
- Track and analyze campaign performance, delivering insights and recommendations to optimize engagement and ROI
- Monitor and influence high standards of data capture quality, consistency, and compliance across all client touchpoints to strengthen database potential
- Segment and build targeted client lists for campaigns, events, and bespoke clienteling initiatives
Retail & Boutique CRM Enablement
- Act as key lead between Local HQ and Boutiques to drive clienteling capabilities and elevate usage of clienteling tools. This role will serve as the key interface between Americas and HQ Teams
- Oversee waitlist maintenance alongside Commercial Leadership to assist deliver optimal commercial experience
- Serve as the primary CRM point of contact for boutiques, providing guidance, training, and ongoing tool support
- Build strong relationships with boutique managers to drive accountability on CRM KPIs and performance
- Support and develop CRM ambassadors within the boutique network to foster a client-first culture
Client Experience & Engagement Support
- Partner with CRM & Client Development Director, Marketing, and Events team in the planning and execution of high-touch client experiences and events
- Support itinerary creation and execution for exclusive experiences and hospitality programs both locally and globally
- Coordinate with boutiques to ensure seamless client activities and experience delivery
PROFILE & QUALIFICATIONS
- 3 to 5+ years of experience in CRM, data analytics, or digital marketing—preferably within luxury retail or a client-centric environment
- Strong analytical mindset with the ability to translate data into actionable business insights
- Advanced proficiency in Microsoft Excel; experience with CRM and BI tools such as Salesforce, Looker, or SAP preferred
- Detail-oriented with a high level of accuracy and data integrity awareness
- Strong organizational and project management skills, with the ability to manage multiple priorities
- Excellent communication and stakeholder management skills across cross-functional teams
- Proactive, self-motivated, and solutions-oriented approach
- Fluent in English; Spanish or French is a plus
- Bachelor’s degree or equivalent required
- Passion for luxury, craftsmanship, and delivering exceptional client experiences
Salary Range: $85k - $100k
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