CRM Project Manager

Roger Dubuis seeks a Senior CRM Project Manager in Plan-les-Ouates to oversee CRM tools, drive adoption, and support client engagement strategies.

This position serves as the business owner for CRM solutions, reporting directly to the CRM manager at headquarters. The role focuses on the continuous improvement, market adoption, and effective application of these tools to strengthen client relationships and retention efforts.

Responsibilities

• Manage the lifecycle of CRM platforms, including Salesforce Service Cloud, Looker, and Clienteling, by translating business needs into actionable improvement plans.
• Prioritize feature enhancements to ensure high-quality user acceptance and timely delivery across all markets.
• Evaluate and integrate emerging technologies, such as AI scoring, by defining practical use cases and promoting widespread usage.
• Create and maintain comprehensive training resources, guidelines, and best practice documents for CRM systems.
• Lead onboarding sessions for new team members and provide ongoing support to markets, including handling escalations.
• Organize and facilitate regular CRM community calls, managing agendas and recording key outcomes.
• Build and maintain dashboards for retail staff and executive leadership to provide clear visibility into data performance.
• Perform regular client analyses to convert insights into data-driven strategic actions.
• Oversee data integrity, ensuring completeness and enrichment across global markets.
• Partner with Retail, Marketing, Customer Service, and other internal stakeholders to drive business growth.
• Establish and disseminate guidelines for client retention programs to ensure consistent implementation.
• Convert strategic goals into actionable client journey workflows within the available CRM infrastructure.
• Define and prioritize engagement tactics, such as data capture and activations, for the partner network.
• Work with CRM and partner retail teams to execute strategies and track performance against key metrics.

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 capabilities with meticulous attention to detail.
• Ability to bridge business requirements with digital solutions and articulate business value for technical features.
• Fluency in both English and French.

Nice to have

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

What the company offers

• Join a supportive and talented team that values individual skills and meaningful contributions.
• Engage in diverse, challenging, and stimulating daily activities that maintain motivation.
• Access various training and development programs to foster professional growth and career advancement.

About the company

Roger Dubuis operates as a fully integrated manufacture with expertise in both watchmaking and high jewelry. The organization is driven by a quest for creativity, innovation, and excellence, guided by the principle of always exceeding expectations. The culture emphasizes Extra-Care, mastery, and bringing out the extraordinary in every employee.

• Commitment to luxury through creativity, innovation, and excellence.
• Culture of Extra-Care and mastery.
• Principle of always doing better than necessary.
• Supportive environment that values individual contributions.