Regional Senior Manager, CRM and Clienteling

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Regional Senior Manager, CRM & Clienteling

Cartier | Coral Gables, FL

Main Purpose

The South America Regional Senior Manager, CRM and Clienteling would primarily focus on optimizing the CRM strategies in the region while focusing in three key areas: client acquisition, retention and data analysis.

The position is responsible for tailoring the strategy to local markets needs, as well as work with Boutiques, E-commerce, CRC and Watch Specialists in the region to ensure effective client engagement to enhance overall business performance.

Other Responsibilities Include Ensuring Brand Consistency/alignment.

This position requires a clear vision & strong team leadership in the support of driving insights for strategic decision-making.

Key Responsibilities

C.R.M. Actions strategy Implementation, and budget management

• Be the point of reference for Communications team to create the target clients for events and actions
• Ensure the ordering and delivery of CRM Gifts, Greeting Cards, and edition & direct Marketing tools , such as Books, catalogues and mailers in a timely manner
• Develop with the external/internal boutiques and POS the actions strategy for the year
• Drive strategies for Client Acquisition: Maximize existing data base, mine & outreach and Recruitment through activations
• Be the point of contact for external partnerships to support overall business, and drive traffic and sales.
• Identify the VIP local prospects and create a database for each market in the region
• Oversee the management and optimization of the CRM budget for LAC, MX & BR CRM Actions, as well as miscellaneous sales expenses related to Gifts and other clienteling tools.
  
  

Regional Team management

• Lead by example and foster the Maison values
• Ensure an optimized workload share
• Strive for team spirit and foster collaboration transversally
• Develop the team’s skills & competencies
• Retain the talent
• Recruit and onboard newcomers
• Share CRM best practices across the region and with Central teams
  
  

Implementation of C.R.M. Programs, including clienteling apps

• Ensure high adoption of the clienteling app among all boutique members.
• Responsible for setting KPI’s for boutiques in data capture, data quality and usage of clienteling app
• Ensure tracking results on CRM programs, G.O.A.L. Matriz, Target program and Client Equation.
• Communicate to central team enhancements and critical issues with clienteling apps
• Follow up on the implementation of KPIs for CRM programs in the region
  
  

CRM digital (E-mail blast & Clienteling App)

• Ensure collaboration with the digital agency for the creation of any clienteling briefs
• Develop the targeting strategy for E-crm Campaigns in collaboration with Media and digital team
  
  

Training & Seminars

• Responsible for communicating on CRM and clienteling strategies across the network and corporate teams, commercial, marketing, fragrance, HJ etc for cohesive CRM efforts.
• Providing training and support to partners during any or Retail seminars and Post-World meeting presentations, as well as any Boutique, CRC, E-commerce, or watch specialists to maximize CRM tools utilization.
• Consolidate feedback of the trainings and seminars into CRM improvements and strategies.
  
  

Strategic Plan & Action Planning

• Strategy development: Formulating and implementing CRM strategies aligned with business objectives
• Analyze reports and client data to deriving insights for strategic decision making.
• Complete/contribute to the CRM-related portions of the yearly Strategic Plan, including the role CRM will play in each product launch, special CRM initiatives suggested for the upcoming year, etc.
• Special Projects and Roles: Special committees as needed for product launches, new programs, etc.
  
  

Database management & Reporting (in collaboration with Client Insight Assistant Manager)

• Oversee clienteling application performance (MYC), data capture/quality and overall reports to guarantee KPIs achievements
• Ensure Collaboration with Boutiques, CRC, E-commerce and Watch specialists on data management ( up-to-date client data within the CRM system).
• Support guidelines creation and data management trainings
  
  

Geographical Area Under Responsibility

• Latin America & Caribbean
• Brazil
• Mexico
  
  

Network Scope

• 18 boutiques, E-commerce, and Wholesale accounts
  
  

Headcount Supervised

• 1 Assistant Manager
• 2 CRM Coordinators
• 2 Client Interns
  
  

Education

• Bachelor’s degree in the Marketing field required. Master’s degree preferred.
  
  

Required Experience

• 6-10 years of relevant work experience in CRM, Client relations, strategic planning, project management.
  
  

Technical Skills / Abilities

• Full proficiency in Excel and PowerPoint.
  
  

Fluent in English and Spanish required. French & Portuguese a plus.

Detail oriented, with high organizational skills and ability to multi-task.

Entrepreneurial spirit.

High interpersonal skills with service minded nature and outgoing personality.

Very dynamic with team spirit that is essential to coordinate with all the department’s different initiatives.

Communication savvy.

Strong public speaking skills.

Data Management and Analytical skills.

Proactive approach when managing the lines.

Solutions driven and generates suggestions for improvement.

Strive to increase productivity and works quickly.

Autonomy.

Ability to travel upon request (at least 30%)

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their