CRM & Digital Project Manager

Richemont seeks a CRM & Digital Project Manager in Schaffhausen to lead customer engagement strategies, manage digital campaigns, and act as a liaison between brand teams and retail partners.

This position serves as a strategic bridge between Marketing, Sales, and Boutique operations, translating customer insights into effective CRM and digital actions. The incumbent will also represent the IWC Schaffhausen brand at various client events, ensuring that customer voices are heard and integrated into business strategies.

Responsibilities

• Design and implement CRM campaigns for both retail and wholesale channels.
• Enhance customer pathways by leveraging Salesforce, Looker, Medallia, and MyIWC.
• Coordinate with IWC HQ to resolve daily business and CRM operational issues.
• Oversee the production and distribution of digital materials across local and partner platforms.
• Analyze CRM data and customer metrics to generate actionable business insights.
• Create and refine strategic customer journey maps based on segmentation and behavior.
• Track competitor movements, client feedback, and local market shifts.
• Facilitate feedback loops between boutiques and headquarters to boost traffic and retention.
• Conduct regular visits to boutiques and maintain ongoing communication with local CRM specialists.
• Prepare monthly reports on KPIs and activation performance.
• Align CRM activities with commercial goals and in-store promotions.
• Support retail customer profiling for Swiss activations to ensure relevant engagement.
• Participate in and support customer events and activations.
• Manage targeted wholesale campaigns, including newsletters and mailings, using tools like Brandnet and Spark.
• Handle local content production, distribution, and amplification in owned channels.
• Manage local social media accounts, specifically Instagram.
• Ensure all storytelling is data-driven and tailored to the local audience.
• Manage the digital and CRM budget, including vendor relations and internal reporting.

Requirements

• Master’s degree in Marketing, Communications, or a related discipline.
• Minimum of two years of professional work experience.
• Fluency in German, French, and English.

Nice to have

• Proficiency in Italian.

What the company offers

• Collaborative work environment with a dedicated team.
• Access to internal expertise and cross-functional business insights.
• Opportunities for professional growth in a stimulating setting with strong benefits.

About the company

Richemont stands as a global leader in the luxury industry, focusing on jewelry, timepieces, and premium accessories. The group is dedicated to preserving the unique heritage and craftsmanship of each of its houses while driving innovation through continuous creativity.

• Commitment to preserving the distinct identity and tradition of each brand.
• Focus on high-quality craftsmanship and style.
• Culture of permanent creativity and innovation in product design.