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 (