Global Head of CRM

Recognized for its know-how in Haute Horlogerie and Haute Joaillerie, Chopard is celebrated for its creative audacity and its conception of ethical and responsible luxury. Proud of its values and traditions, our Maison breathes its family spirit into relationships with its employees and customers, striving to deliver an extraordinary brand experience.

Chopard can draw upon a vast reservoir of in-house expertise and experience uniting more than 45 different crafts within the twin fields of swiss watch and high jewellery-making.

**Mission**

We are seeking a Global Head of CRM to lead the transformation of our global CRM strategy, foster a customer-first culture, and deliver measurable business impact. This role demands a proven leader with a track record of building world-class CRM ecosystems, driving innovative engagement strategies, and steering cross-functional collaboration to maximize customer lifetime value.

As the Global Head of CRM, in close collaboration with every channel, you will shape and oversee the design, implementation, and optimization of CRM systems and processes while inspiring teams to adopt a data-driven, customer-centric mindset. If you are a strategic thinker with deep expertise in CRM and an ability to lead complex initiatives across diverse markets, this role offers a unique opportunity to elevate the customer experience and enhance business performance.

**Main responsibilities**

**BUILD AND SCALE A BEST-IN-CLASS CRM ECOSYSTEM**
- Lead the design and implementation of a scalable CRM infrastructure in collaboration with IT
- Ensure data accuracy, governance, and compliance with privacy regulations
- Spearhead the adoption of advanced CRM functionalities, such as AI-driven personalization, marketing automation, and predictive analytics.
- Partner with IT and external vendors to future-proof CRM technology and ensure scalability across all markets.

**DESIGN DEVELOP AND EXECUTE A STRATEGIC GLOBAL CRM VISION IN CLOSE COLLABORATION WITH EVERY CHANNEL**
- Architect and lead the implementation of a comprehensive global CRM strategy, focused on deepening customer loyalty, increasing retention, and driving ROI.
- Execute lifecycle campaigns (activation, retention, reactivation) across channels with tailored customer segmentation.
- Oversee campaign performance, using A/B testing and analytics to optimize KPIs and ROI.
- Collaborate with creative teams to ensure campaigns align with brand storytelling and values.
- Enrich customer data through advanced segmentation and close collaboration with every data’s stakeholders.

**LEAD ORGANIZATIONAL CHANGE AND DRIVE CUSTOMER-CENTRIC TRANSFORMATION**
- Drive a cultural shift toward customer-centricity, embedding client data at the heart of decision-making.
- Collaborate cross-functionally with retail, wholesale, IT and marketing teams to align CRM initiatives with broader objectives.
- Educate stakeholders on the value of CRM, driving alignment and commitment at all levels of the organization.
- Lead training initiatives to enhance CRM expertise and build a data-driven mindset.
- Manage feedback loops to refine CRM practices and drive continuous improvement.
- Stay ahead of industry trends and integrate innovative CRM strategies to future-proof the Maison’s customer engagement.

**Hard and soft skills**
- 10+ years of senior leadership experience in CRM, customer engagement, or loyalty programs, with a demonstrated ability to scale global CRM operations and deliver measurable results.
- Deep expertise in CRM platforms (Salesforce) and data analytics tools, with strong skills in campaign management and customer segmentation.
- Good understanding of Chinese and Asian CRM ecosystems
- Experienced in leading teams and managing cross-functional projects, fostering collaboration and delivering results.
- Positive, proactive, and adaptable, with excellent interpersonal skills and the ability to inspire cross functional teams.
- Inspirational leader with a strategic mindset
- **Fluent in French and in English is a must**

**Contract Type**: Unbefristet
**Working Time rate**: Vollzeit