Reference code: JR131221
我们是谁？
作为传承悠久历史的高级珠宝世家，梵克雅宝崇尚在充满魅力和创意的环境中追求卓越的专业技术；
世家正在广募英才，寻觅勤勉认真、毫不妥协，专注于提升和传播专业知识的优秀人才；
在梵克雅宝世家，您将与满怀激情的行业专家们共事合作，助力世家不断革新；
梵克雅宝以支持多元文化背景为荣，聘请不同背景、经历和身份的优质人才。
世家坚信，当我们充分接纳并支持各类不同的经历与背景时，创意与知识便能自由绽放与翱翔。我们将一如既往，竭力打造一个和谐互补的世家团队。
Here at Van Cleef & Arpels Switzerland Market, we are looking for a CRM & CS Manager for a full-time position, based in our offices of Geneva.
CONTEXT
The CRM & CS Manager is responsible for the implementation of the Maison Client strategy and Service Culture in Switzerland.
Based on a thorough and detailed knowledge of local clients, he/she builds dedicated action plans to adapt and deploy the Maison initiatives in client development, experience and satisfaction.
He/she aligns and collaborates with boutiques, local and Regional teams to guarantee consistency with the Maison strategy, support the development of the business and ensure a level of excellence in Client experience & satisfaction across all boutiques and touchpoints.
YOUR RESPONSIBILITIES
1/ Develop a detailed knowledge of local clientele and build dedicated action plans to develop client portfolio
Understand the local client portfolio evolution & performances
Identify development opportunities in collab. with boutiques, market & regional teams
Support Retail management on all business KPIs to ensure a 360 approach on SA performance including Retail & Client KPIs.
2/ Orchestrate the deployment of the Maison activations and clienteling strategy and adapt to local needs & context
Build relevant local client plan in 360 collaboration to support the development of each products categories
Manage all local clienteling opportunities (1 to 1 and 1 to many) – support boutiques & each SA portfolio development in collab. with BTQ management
Participate in the preparation of all HJ events strategy
3/ Oversee the deployment of the Maison Client Experience & monitor Client satisfaction in the market
Ensure the implementation of the client treatment strategy both in-boutiques and outside of the boutiques
Monitor the implementation of the Maison gifting strategy
Monitor & follow-up Barometer results with boutiques and build action plan to drive Client satisfaction
4/ Oversee the deployment of the Client service offer and Service culture in the market
Understand the Maison service offer and be an ambassador of the Maison service culture
Assess and propose action plan to enrich client journeys and client development through CS opportunities
5/ Manage the Client & CS budget to allocate resources based on Market strategy and priorities
Follow-up with Finance team and A&P on day to day monitoring
Regularly and accurately analyzes results and key KPIs.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
Master's degree or equivalent
Strong expertise in CRM functions, clienteling and client experience in luxury environment - 10+ year within client functions
Strong leadership, communication and interpersonal skills
Proven management skills – already managed a team of 2+
Knowledge of the luxury goods industry and the jewellery/watchmaking sectors is a plus.
Excellent analytical skills and understanding of client and retail levers.
Strong collaboration and organisational skills
Performance culture and results orientation.
Experience in an international environment.
Fluency in French and English.
More than a job…it’s an experience!
If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels. By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.
