CRM Project Manager

HOW WILL YOU MAKE AN IMPACT?

Are you results-oriented with a passion for crafting exceptional client experiences? Do you thrive in a collaborative environment and possess a deep understanding of CRM strategies and omnichannel marketing? If so, we invite you to join our Maison and play a pivotal role in shaping the future of client engagement in the luxury watch industry.

Your expertise will be instrumental in creating personalized and relevant 360° client journeys that resonate with our discerning clientele.

In this highly collaborative role, you will partner closely with internal stakeholders across Regions, Retail, Customer Experience, Brand Activation, Product Marketing, and Digital Teams, as well as key Group stakeholders.

• Identify and implement innovative opportunities to cultivate long-term client engagement and loyalty.
• Collaborate with 360° Brand Activation, CX, and Product teams to design journeys across diverse audiences and channels.
• Define audience segmentation and prioritization strategies to optimize campaign effectiveness.
• Orchestrate personalized one-to-one and one-to-many interactions across online and offline channels, including clienteling ceremonies.
• Leverage all relevant marketing content, tools and triggers to enhance client engagement.
• Partner with Regions to validate the feasibility of campaign and journey plans, incorporating their specific requirements.
• Champion the consistent application of our strategic frameworks across Marketing teams and Regions.

• Collaborate with our external agency to ensure the testing and execution of all journeys within our omnichannel campaign management system.
• Coordinate tasks and communication between the agency, markets and HQ to drive efficient execution from initial requirements to final delivery.
• Manage expectations across HQ and markets throughout the delivery process, proactively addressing risks and escalating issues as needed.
• Proactively manage in-flight requests while maintaining focus on the planned forecast.

• Analyze long-term engagement, conversion, and repurchase patterns.
• Monitor and report on the operational performance of journeys, evaluating their impact on sales and client satisfaction.
• Develop and implement a robust test-and-learn strategy.

ENABLEMENT:

• Serve as a central point of contact for the Maison's needs, prioritizing change requests with the Group Product Owners and ensuring a streamlined testing and validation process.
• Provide recommendations on the marketing automation platform to enable effective journey strategies.
• Collaborate closely with Group stakeholders to stay informed about new functionalities and identify opportunities to optimize journeys.
• Stay actively involved in data model updates and evolutions to ensure data integrity and accuracy.

• 5-8 years of proven experience in CRM, client engagement strategies and project management, preferably within the premium or luxury industry.
• Strong understanding of the luxury market, client expectations, and brand values.
• Excellent communication, interpersonal, and presentation skills.
• Analytical and problem-solving skills with a data-driven approach.
• Proficiency in Salesforce or other CRM platforms.
• A bachelor's degree in marketing, business, or a related field is required.