Client Engagement Program Manager
vor 3 Wochen
Reference Code: 95229**Client Engagement Program Manager**:
- Richemont- Meyrin, GE, CH- PermanentRichemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.
**MAIN PURPOSE**
The Program Manager will be part of the Richemont LNR (Luxury New Retail) Technology Client Engagement Area Team. You will be joining a dynamic team where you will play a pivotal role in a set of major, multi-Maisons, worldwide Salesforce initiatives that are aiming at delivering a unified experience of luxury to its Clients.
As the right-hand person, you will work closely with the Product Area Manager (PAM) in a global environment with highly distributed teams in different countries and time zones. While working with the technical leads of each Products interacting on the Salesforce platforms, you will be interacting with a variety of stakeholders at all levels of management.
**KEY RESPONSIBILITIES**
Your core mission is to oversee and manage the successful run of Products and execution of initiatives that are part of the Client Engagement scope. However, you will interact with all Products operating on the Engage Platforms (Service Cloud, Marketing Cloud). This involves coordinating Product teams, ensuring alignment with business goals, overseeing implementation, and optimizing the use of Salesforce to drive efficiency, productivity, and growth within the group and its Maisons.
**Your main accountabilities & deliverables**:
- Monitor the progress of Products within the Area and ensure they are on track, otherwise support the definition of an action plan with Technology Team Leads (TTL) and Product Owners (PO)
- Support and contribute to the products delivery roadmap in response to the business requirements, supported by TTL and PO
- Manage and resolve dependencies/impediments between Products interacting on the Engage Platforms (Service Cloud, Marketing Cloud) - this includes running weekly Scrum of Scrum with all Product delivery leads
- Drive delivery excellence & continuous improvement, acting as guardian of the agile practices - including the collection, review and report of Product’s Agile KPI’s
- Manage in collaboration with the Senior PO, PO and TTL the preparation and run of the Quarterly Alignment Days (ie: PI Planning) for Products operating on the Engage Platforms
- Manage the report of progress and performance of Initiatives to Group PMO
- Collaborate with PAM in the management of relationship with key vendors
- Supports PAM and TTL in budget & contract management activities - this including resources capacity planning and sourcing activities
- Oversee the performance of Support with the Client Engagement Support Lead
- Adjust, augment, and suggest improvement to existing processes and established ways-of working to gain efficiency, productivity and overall satisfaction of the Area delivery
**YOUR PROFILE**
- Graduated in an Engineering School, Master degree in digital/web technology, Computer Science or related field
- Project/Program management certification (e.g. PMI, AGILE, or equivalent) is a plus
- 8-10+ years’ experience in technology delivery, including proven experience in design and implementation of Salesforce programs
- Salesforce certification(s) are a plus for this position
- Ability to translate Customer Relationship Management (CRM) and Marketing strategies into system and technology solutions
- Demonstrated ability in building a successful organization and experience delivering results via improved customer satisfaction
- Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes respect, persuades others, and ease understanding
- Ability to work well in a cross-functional, matrix management environment with a highly collaborative, team oriented approach to problem solving
- Ability to establish solid relationships with vendors in support of initiatives; ability to negotiate and manage vendors against deliverables
- Strong knowledge of agile methodologies
- Positive, energetic attitude to achieve great things
- Fluent in English - French is an asset
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