CRM Project Manager

Richemont seeks a Senior CRM Project Manager in Plan-les-Ouates to oversee CRM tool evolution, drive adoption, and support client engagement strategies while reporting to the HQ CRM Manager.

This position serves as the business owner for CRM solutions, responsible for their ongoing development and effective deployment. The role ensures these tools are widely adopted and utilized to enhance client relationships and retention, reporting directly to the CRM Manager at headquarters.

Responsibilities

• Manage the lifecycle of CRM platforms such as Clienteling, Salesforce Service Cloud, and Looker by identifying business needs and converting them into detailed improvement specifications.
• Prioritize feature enhancements to guarantee timely delivery and high-quality user acceptance across all markets.
• Evaluate and integrate new technologies, including AI scoring models, by defining practical use cases and promoting their adoption.
• Create and maintain comprehensive training resources, guidelines, and best practice documentation for CRM users.
• Lead onboarding sessions for new team members and provide continuous support to markets, including handling issue escalations.
• Organize and facilitate CRM community calls, setting agendas and recording key outcomes.
• Build and maintain insightful dashboards for retail staff and senior leadership to ensure clear visibility into data performance.
• Perform regular client analysis to convert business insights into actionable, data-driven plans.
• Oversee data quality, completeness, and enrichment efforts across all regions.
• Establish guidelines for client retention programs and ensure their effective implementation across markets.
• Convert strategic goals into actionable client treatment journeys using available CRM capabilities.
• Define and prioritize client engagement strategies, such as data capture and activations, for the partner network.

Requirements

• At least five years of experience in client management, retail, CRM, clienteling, or digital product management.
• Deep expertise in Salesforce products and clienteling applications.
• Strong project management and organizational abilities with a keen eye for detail.
• Proven capability to translate business requirements into digital specifications and digital features into business use cases.
• Fluency in both English and French.

Nice to have

• Prior experience within the luxury industry.
• Background in CRM or retail roles within specific markets.
• Proficiency in languages other than English and French.

What the company offers

• Join a supportive and talented team where individual skills are valued and contributions have a tangible impact.
• Engage in daily work that is challenging, diverse, and interesting to maintain motivation.
• Access various training and development opportunities to enhance professional skills and advance your career.

About the company

Piaget, part of the Richemont group, is dedicated to embodying the spirit of luxury through a relentless pursuit of creativity, innovation, and excellence. The company’s guiding principle is to consistently exceed expectations, fostering a culture of Extra-Care, Mastery, and bringing out the extraordinary in every employee.

• Committed to bringing the spirit of Luxury to life through creativity and innovation.
• Guided by the principle of always doing better than necessary.
• Culture encourages Extra-Care, fosters Mastery, and brings out the Extraordinary in people.