CDD - Int. Client Marketing Engagement Senior Project Manager

About the role

Within the Intl Client Marketing Department, the Client Engagement Senior Project Manager is responsible for overseeing and refining Cartier’s Client Lifecycle strategy across all regions, channels, and touchpoints. By aligning processes with global standards and coordinating with regional teams, you will ensure seamless and personalized client experiences at every stage of their journey in order to have business impact as well as client engagement and development impact.

This position consists of delivering a holistic approach to deliver end-to-end client engagement and conversion across all touchpoints by orchestrating meaningful interactions throughout the client lifecycle journey.

1. Client Lifecycle Strategy

• Oversee the overall Client Lifecycle strategy across all regions, channels, touchpoints, and networks.
• Collaborate with regional teams to guide and support their Client Lifecycle strategies.
• Work closely with performance team to monitor the performance and technical efficiency of Client Lifecycle journeys, identifying areas for continuous improvement.

Ongoing projects:

Coordinate the Worldwide implementation with our external agency, the regions as well as with Performance team.

Coordinate the roll-out with interested regions with our external agency and Performance team.

Existing Client Lifecycle Journeys continuous improvement

Prospects Conversion, Retention, High-end Retention, Cartier Care based on:

• Performance Analysis: Coordinate with Performance team the Quarterly Client lifecycle Insights & Competition Benchmarks
• Latest Innovations: Develop new Campaign features (for instance through Movable Ink) and coordinate with Client Marketing Platform team on Innovations (MC Personalization, AEM6 Migration, New Channels)
• Latest Content: Coordinate with Communications team the update of Content within Journeys to stay compliant and relevant (new Brand Statement, Assets end of rights, Regular Always-on Assets production)

1. Client Moments of Truth

• Ensure key “Moments of Truth” are seamlessly integrated into all interaction strategies, whether inbound or outbound, and across all channels (1:1, 1:Few, 1:Many).

Ongoing projects:

Travelers: Lead the Global Travelers Strategy to ensure seamless and relevant Client Experience between home & destination with our Travelers.

• HQ: Align on Activation Principles for Travelers while ensuring Technical Feasibility and Performance Measurement.
• Coordinate with Regions to create a dedicated Global Plan.

Gifts: Contribute to the Worldwide Gifting Client Engagement Strategy Guidelines and share with Client Activation & CRC teams. Ensure implementation within the Client moments strategy and monitor.

1. Innovations

• Drive the integration of campaign and platform innovations into Cartier’s interaction strategy.
• Collaborate with external agency on their Enablers roadmap to ensure global visibility, documentation, and process optimization.
• Partner with external agency [> Performance team] to refine dashboard roadmaps for monitoring and tracking client interactions.
• Work closely with Client Marketing Platforms (CMP) to advance roadmap initiatives, including personalization, data cloud management, and innovation adoption.

Ongoing projects:

New Personalized Features: Coordinate the creation of new personalization features with our external agency to increase engagement through our Campaign & ensure monitoring with Performance team.

Movable Ink: Ensure the collaboration with Movable Ink to choose and implement new features relevant for Cartier, and coordinate with CMP team when tools integrations are needed.

CMP Innovations: Collaborate with CMP team regarding Innovations with Marketing Automation & other tools and integration into our Client Engagement Strategy: e.g. Marketing Cloud Personalization roll-out of Triggered Journeys (Abandoned Basket/Browsed/Wishlist).

Key Responsibilities:

• Ensure the agency manage the technical reliability and consistency across all client interaction platforms. Align strategies and actions with global and regional stakeholders to deliver world-class client experiences.
• Serve as the primary point of contact for the Client Marketing Team, CMP, and External agency on enabling global excellence.
• Foster innovation through close collaboration with internal and external stakeholders
• Oversee the external agency deliverables

• Minimum 5 years’ experience with at least a first experience in CRM
• Strong project management and innovation-driven mindset.
• Strong technical Expertise: Strong knowledge of CRM systems and tools like Salesforce is a must & proven expertise in Marketing Cloud
• Exceptional analytical skills to monitor and enhance performance at all levels.
• Excellent communication and collaboration skills, with a track record of working across diverse teams.