CRM Manager

Vor 3 Tagen

Meyrin, Schweiz Officine Panerai Vollzeit

Reference Code: 71781**CRM Manager**:

- Meyrin ou Milan, GE, CH- PermanentPanerai is a high-end status sports watch brand that operates in a niche segment, fully exploiting its values of belonging that allow Panerai owners to feel part of an exclusive club.
The fundamental values of Panerai are based on history and the sea world, authenticity, exclusivity and rarity, product identity, Italian design and Swiss technology.

For our Panerai HQ, we are looking for a CRM Manager. The position can be based in Meyrin or Milan.

Reporting to the Chief Commercial Officer with a dotted line to the Chief Client & Digital Officer, the CRM Manager is responsible for the development of the Global CRM Strategy and its local implementation in the branches; the CRM Manager enriches the CRM Maison program by developing, planning, and implementing CRM campaigns to deliver high levels of engagement, help understand customer’s needs, improve CRM performance, and drive commercial value across all channels. Lead the CRM team as part of both the Commercial department, the Client & Digital department, and work closely with the marketing, client relation centre and Group functions to contribute the continued development of client knowledge & CRM actions.

**Main Responsibilities**

**CRM Strategy and Actions**
- Implementation of Customer Journeys to maximize commercial opportunities and optimize effort
- Management of CRM Communications Calendar
- On-going execution and monitoring of CRM communications and results
- Act as Maison CRM point of contact in dedicated Group workflows
- Act as single point of contact for CRM requests and projects from Commercial Director, CEO and SWM functions
- Work with Group IT and Legal functions to solve any technical/legal issue related to CRM

**CRM Tools and Database Management**
- Be the driving force for database growth and enrichment in the relevant regions, always working with local CRM referents to ensure data quality
- Ensure the operational implementation and execution of CRM campaigns with the internal boutique network
- Be a key user and evangelist for the adoption of the new CRM tools
- Orchestrate the strategic planning of contact flows assuring care and relevancy to Panerai’s customer groups
- Monitor local client data capture and other CRM KPIs to ensure targets are met
- Update and prepare reports and charts (client segmentation, profiling, data capture )
- Ensure high level of security for client data (process, rules, controls, training etc.) to ensure compliance with internal audit guideline and legal environment
- Attend Richemont key user meetings, technical rollouts and system tests on all Elevate project streams
- Request additional features, improvements, developments of CRM systems to improve and optimize usability and efficiency

**Market Liaison**
- Lead the CRM team, to support the Markets with the rollout of our CRM framework and strategy
- Suggest adaptations and actions to give a strong local imprint to the global CRM framework and make them happen
- Liaise with the market referents for the ongoing execution and monitoring of CRM actions and result
- Support the extension and personalization of CRM activities to wholesale and external boutique partners as part of “Retailization”, acting as a liaison also with the dedicated HQ referents
- Ensure adoption of new CRM tools by providing trainings, meetings, reporting and ad hoc support for market referents

**Client Knowledge Development**
- Foster development and communication of key client information within the company, to support product, marketing and all other relevant functions
- Monitor & Measure KPIs to identify new opportunities for customer-centric experiences and report insights to business on a recurrent basis.
- Leverage data analysis to maximize customer retention and Life Time Value

**People Management**
- Lead the CRM team, delegating, empowering, and supervising their activities and performance and providing regular feedback. Be responsible for the management and development of each member of the CRM team.
- Promote a strong communication and feedback culture and act as a team leader

**PROFILE**

You have a minimum of 6 years working experience in luxury retail / fashion / cosmetics industry, in a CRM managerial position.

Strong understanding of retail/wholesale and client experience required.

Applied analytics sensibility with proven ability to make profitable decisions based on data.Statistical and familiar with data-mining models and tools. SQL literacy and structured data querying familiarity will be considered as a plus.

Entrepreneur spirit, analytical, with sharp attention to detail.

Strong project management and time management skills.

Good communication skills and ability in leading meeting with CEO and Executive committee.

Fluent in English.

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