Clientelling Manager

**Position**:
The Swiss Avant-Garde watchmaker since 1860. Avant-garde is our culture and philosophy. Our unique heritage is built on a disruptive mindset, an innovative approach, and a cool and free-minded spirit to think ahead and establish records. The TAG Heuer watches and chronographs are an authentic concentration of innovation, design, and engineering for bold, self-confident people who are connected to the future.

If you like challenges, out-of-the-box thinking, and teamwork, there is an opportunity for you in our offices in Eysins (Switzerland), as we are looking for a highly motivated:
**Clienteling Manager (H/F)**

In this role, you will be a key part of our Client Development & Treatment team, reporting to the Head of the Department. You will be part of the Global Client Team and work closely with various markets to drive client engagement and business growth. Our team is dedicated to understanding and exceeding client expectations. We develop a comprehensive 360 Clienteling and Activation Strategy, covering all channels and all segments of the pyramid.

As a Clienteling Manager, you will have the opportunity to develop and implement strategic CRM programs, enhance clienteling activities, and contribute to the growth of our clienteling community. Your expertise and innovative mindset will play a crucial role in driving our client engagement initiatives and ensuring that we continue to deliver out-of-the-ordinary client experiences.

You will play a crucial role in defining and improving the client engagement strategy at every stage of the customer lifecycle journey—from capturing prospects to conversion, as well as retention and reactivation activities. In this mission, you will collaborate with all departments, the retail communities in markets, as well as the TAG Heuer HQ extended Commercial Team.

If you are a proactive, results-driven professional with a passion for client development and a keen eye for detail, we invite you to join our team and be a part of our exciting journey.

**Job responsibilities**:
**Client Development & Targeting**
- Plan and execute Collection campaigns (OTO) to enhance client engagement and drive sales.
- Develop and roll-out CRM programs at the market level, tailored to business needs.
- Coordinate and animate market clienteling activities related to product launches and activations with appropriate guidelines and communication.
- Ensure client data capture and qualitative information are accurately recorded in the system to gain an in-depth understanding of client data to finetuned the client targeting strategy.
- Work closely with the Clients Events Manager to align activation plans with each zone’s business opportunities.
- Collaborate with the CRM team to analyze and identify key business opportunities within different networks.
- Collaborate with the CRM & Digital Team to develop one-to-one communication support.Collect clienteling needs from markets and share best practices.- Work closely with the Clients Events Manager and the Top Clients Manager to monitor 360 client performance (events, boutique appointments, pop-ups, and other client activations).

**Clienteling Community**
- Position clienteling activities as a continuation of the client experience offline or online and within the daily routine.
- Play a crucial role in coaching the team and promoting client centricity and clienteling mindset
- Animate markets and in-store clienteling community and contribute tothe growth of this community.
- Develop training roadmaps, materials, and guidelines for clienteling tools and systems.
- Host regular retail training refreshers to further develop the teams' clienteling mindset.
- Champion a culture of best practices within or between markets, coaching and challenging different channel teams to offer extraordinary experiences and client journeys.
- Build and maintain strong partnerships with other departments and cross-functional partners to facilitate clienteling topics across multiple communication channels.
- Partner with the Retail and Care Training Team to facilitate the onboarding and training for newcomers across all markets, care, and boutiques in the network.

**Clienteling Tools**
- Partner cross-functionally to collect needs and best practices and outline priorities for the clienteling app development roadmap.
- Partner with HQ CRM & IT Teams to lead the evolution of pilot programs and change management for system updates.
- Collaborate with HQ IT Team to troubleshoot and investigate technical issues.
- Gather qualitative feedback from markets on day-to-day clienteling SOP, pain points, etc.

**Profile**:
**Education & Professional Qualifications**
- University Degree or equivalent, with at least 5 successful years of experience in a premium or luxury retail business, preferably in a position in marketing or CRM.
- Experience working in a market and/or boutique would be a great plus.

**Profile & Skills**
- Good knowledge of performance systems, Pow