BOUCHERON – CRM and Client Development Manager F/H/X

Description:

Reporting directly to the Global Omnichannel and Client Development Director, and part of the Commercial team that supports our retail network, the CRM and Client Development Manager will be responsible for managing our prospect customer relationship management (PCRM) eco-system and defining and developing client strategies to enhance engagement, transformation and retention.

You will work in an international context supporting our different markets and collaborate with multiple departments to ensure that both retail and client needs are met.

Key Responsabilities:

CRM Management:

Partner with IT to oversee the implementation and optimization of the CRM ecosystem:

• Develop the retail tools and needed to support data capture and clienteling.
• Collect feedback from markets and conduct benchmarks to determine and prioritize roadmap.
• Develop training material to ensure understanding and adoption.
• Develop equivalent system in China Mainland adapting to local needs.

Client development and activation:

• Develop and execute client engagement strategies to increase transformation and retention.
• Define activation and contact strategy through campaigns/different channels/journeys through Salesforce.
• Develop VIC care guidelines for instore events/animations and gifting.

Data Analysis:

• Ensure Data quality of our database and analytics tools.
• Conduct in-depth analysis of client data and engagement metrics to derive actionable insights.
• Present findings and recommendations to support data-driven decision-making.

Data Privacy Compliance:

• Partner with legal and IT teams to ensure that all CRM practices comply with relevant data privacy regulations (e.g., GDPR) and internal policies.

Team development:

• Manage and develop team of 5 people and animate/coordinate the community of CRM teams in the different countries.

Qualifications:

• Proven experience in CRM management and client development (minimum 10 years), preferably in luxury and/or jewelry in a global context, experience with Asian market.
• Strong project management skills and experience, ability to understand and express business needs to IT.
• Strong analytical skills and experience with CRM software (e.g., Salesforce, CDP).
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
• Demonstrated ability to strategize and execute client engagement initiatives successfully.
• Team management experience.
• Strong organizational skills, structured with attention to detail.
• Fluent in English and French a plus.

We believe in diversity in all its forms. Our recruitments are based without regards of gender, age, nationality, culture, disability, religious beliefs and sexual orientation. Diversity opens up opportunities for people to express themselves, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we embrace diversity and strive to accommodate all individuals, fostering an environment of inclusion and mutual respect. Boucheron is committed to building a diverse workforce.