CRM & CS Manager

Roger Dubuis seeks a CRM & CS Manager in Genève to lead client strategy and service culture across Switzerland, ensuring alignment with global Maison initiatives.

This position is tasked with executing the Maison’s client strategy and fostering a superior service culture within the Swiss market. The manager will create tailored action plans to enhance client development and satisfaction, leveraging deep insights into local customer behaviors. By collaborating closely with boutiques and regional teams, the role ensures that all local activities remain consistent with the broader Maison vision.

Responsibilities

• Cultivate a deep understanding of the local client base and design specific strategies to grow the client portfolio.
• Analyze trends in the local client portfolio and track performance metrics.
• Spot growth opportunities by working alongside boutiques, market teams, and regional partners.
• Assist retail management in tracking business KPIs to ensure a holistic view of sales associate performance across retail and client metrics.
• Lead the rollout of Maison activations and clienteling strategies, adapting them to fit local contexts.
• Create comprehensive local client plans in collaboration with various departments to support the growth of all product categories.
• Handle all local clienteling initiatives, including one-to-one and one-to-many interactions, supporting sales associates in portfolio development alongside boutique management.
• Contribute to the strategic planning of all High Jewelry events.
• Supervise the execution of the Maison’s Client Experience program and track client satisfaction levels in the market.
• Implement the client treatment strategy both inside and outside of boutique settings.
• Oversee the application of the Maison’s gifting strategy.
• Review Barometer results with boutiques and develop action plans to improve client satisfaction.

Requirements

• Master’s degree or equivalent qualification.
• Over 10 years of experience in CRM, clienteling, and client experience within the luxury sector.
• Demonstrated leadership, communication, and interpersonal abilities.
• Proven track record of managing teams of at least two people.
• Strong analytical capabilities with a solid grasp of client and retail drivers.
• Excellent organizational and collaborative skills.
• A performance-driven mindset with a focus on results.
• Experience working in international settings.
• Fluency in both French and English.

Nice to have

• Familiarity with the luxury goods industry, particularly in jewelry or watchmaking.

What the company offers

• Become part of a supportive team dedicated to excellence and professional development.

About the company

Roger Dubuis is a High Jewelry Maison with a rich heritage, known for promoting exceptional craftsmanship in a creative and enchanting environment. The company values diversity and inclusion, believing that embracing different backgrounds and experiences fosters creativity and knowledge, ultimately leading to excellence.

• A nurturing team environment focused on delivering excellence.
• Emphasis on diversity and inclusion to drive creativity.
• A creative and enchanting workplace culture.