Client Engagement Manager

vor 7 Monaten

PlanlesOuates, Schweiz Piaget Vollzeit

Code de référence: 100313**CLIENT ENGAGEMENT MANAGER**:

- Plan-les-Ouates, GE, CH- PermanentDepuis 1874, Piaget cultive l'esprit du luxe grâce à une créativité incessante, une innovation sans limite, un souci d’excellence et un savoir-faire horloger et joaillier totalement intégré. Piaget excelle
dans tout ce qui est rare, précieux et exceptionnel.
Toujours faire mieux que nécessaire : telle est la devise du fondateur et le principe qui guide aujourd'hui encore l'activité de nos collaborateurs qui, chaque jour, à travers le monde, font grandir Piaget avec passion.

**Client Engagement Manager**

« Always do better than necessary » is not only our founder’s motto; it is also the mindset that drives us every day to do what has never been done before

**Have you ever thought about becoming a member of the Piaget Family?**

**If you are**:

- Client culture and results oriented.
- Creative with a hands-on approach and ownership
- An entrepreneurial spirit
- Passionate about luxury retail and high sensitivity to client behaviors

**Then you must be the right talent to join our team as Client Engagement Manager**

As part of the Global Commercial & Retail department at HQ and reporting to the Head of Client & Omnichannel, you will be responsible for defining and improving the global client engagement strategy at every stage of the customer lifecycle journey. From capturing prospects to conversion as well as retention and reactivation activities.

You will be the main point of contact at HQ for client activation topics across all touchpoints and channels.

In this mission you will be part of the extended commercial team who are collaborating with all the global markets as well as the Piaget HQ departments such as Retail, Marketing, Communication, Business Development and Digital. Furthermore, closely collaborating with various teams at Richemont is essential and part of the scope.

This exciting role goes beyond the traditional CRM function (relational) and combines topics related to client marketing, customer experience and customer journeys. The goal is, together with the team, to integrate all touchpoints at the front end as well as the backend, building the future of a best-in-class CRM approach at Piaget.

**You will make an impact by**:

- Creating the vision and driving the development of client acquisition, conversion, retention, and loyalty
- Defining and driving the client activations (relational & experience paths, seasonal activations ) from targeting to execution
- Designing end-to-end customer journeys always looking at potential pain points & optimizing the reach and the offline/online collaboration to deliver a seamless & scalable client experience
- Building a client engagement and elevation platform in line with the new brand image.
- Building and animating client communities at HQ and Global markets
- Supporting and driving the markets through the definition and implementation of their client activation strategy (tools, training, change management )
- Monitoring markets’ strategies, identifying best practices and providing recommendations
- Holding monthly touchpoints and being main point of contact
- Monitoring the overall client performance to get a cohesive and profitable client strategy for the Maison
- Defining and leading client listening and client knowledge programs for a comprehensive understanding of Piaget clients and prospects
- Being the Maison project manager for Voice Of the Customer (Medallia)
- Leading the piloting, optimizing and adoption of the omnichannel services (Retail & Digital, HQ & Markets).
- Connecting the digital and physical worlds by identifying new opportunities and synergies
- Building practical tools that will help our sales associates in boutique to serve our customers in the most elevated way.

**The exceptional skills we are looking for**:

- You hold a Bachelor’s or master’s degree
- You are client and business oriented with strong interpersonal/leadership skills.
- You have 6-10 years’ experience in Client engagement, CRM
- You have a prior experience in managing CRM within a global organization - preferably in Luxury (retail) industry
- You are creative, can think out of the box to identify and design opportunities to engage with our clients
- You are effective in managing projects
- You have ability to think strategically and solve problems
- You are fluent in English (any other language is a plus)

**Still wondering why you should apply?**
- Our friendly, open-minded and talented team looks forward to welcoming additional skills to keep raising the bar
- Your daily activities will be interesting, challenging and diverse
- We are passionate about developing our people and you will have access to various trainings No day will be like anotherThe Piaget sense of daring, shared joy and freedom, means that we will always strive to go further If you want to become a part of it do not hesitate to apply

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