CRM & CS Manager

Richemont seeks a CRM & CS Manager in Geneva to implement its 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 service culture within the Swiss market. The manager creates specific action plans to adapt global initiatives to local client needs, focusing on development, experience, and satisfaction. By collaborating closely with boutiques and regional teams, the role ensures that all activities remain consistent with the broader Maison strategy.

Responsibilities

• Cultivate deep insights into the local client base and create targeted plans to grow the client portfolio.
• Track and analyze changes in the local client portfolio and overall performance metrics.
• Spot growth opportunities by working with boutiques, market teams, and regional partners.
• Assist retail management with business KPIs to ensure a holistic view of sales associate performance, covering both retail and client metrics.
• Lead the rollout of Maison activations and clienteling strategies, tailoring them to local contexts.
• Develop comprehensive local client plans in collaboration with various teams to support the growth of all product categories.
• Handle local clienteling initiatives, including one-to-one and one-to-many interactions, supporting sales associates in portfolio development alongside boutique management.
• Help prepare strategies for all Half-Yearly events.
• Supervise the execution of the Maison Client Experience and track client satisfaction levels in the market.
• Ensure the client treatment strategy is applied both inside and outside of boutiques.
• Oversee the implementation of the Maison gifting strategy.
• Review Barometer results with boutiques and create 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.
• Strong leadership, communication, and interpersonal abilities.
• Demonstrated management experience, including leading a team of at least two people.
• Excellent analytical skills with a solid understanding of client and retail drivers.
• Strong collaboration and organizational capabilities.
• A performance-driven mindset with a focus on results.
• Experience working in an international setting.
• Fluency in both French and English.

Nice to have

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

What the company offers

• Join a supportive team dedicated to excellence and professional development.
• Contribute to innovative projects that help the Maison continuously reinvent itself.

About the company

Richemont 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 High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.
• The Maison hires talents from many different backgrounds and experiences.
• The company believes that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.