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Reference Code:  12294

International Client Engagement Manager

Meyrin, GE, CH

Permanent
  
  

Cartier, l'artisan des passions.

OVERVIEW

 

Within this newly created position, the Cartier International Client Engagement Manager will be responsible for ensuring that Cartier is consistently responding and interacting with potential clients and clients in the most engaging & relevant way on various touchpoints, multiple channels and across geographies. This fully transversal role will involve building the international client engagement strategy in collaboration with our regional and market teams, as well as with key central teams.  The key to leveraging client engagement pivots around a worldwide community of Cartier representatives within a network of 7 Client Relations Centers (CRC), responding directly to inbound contacts, arriving from an increasing number and variety of digital platforms including social networks and the Cartier website. 

 

KEY MISSIONS

 

  • STRATEGIC PLANNING & PROJECTS

Development of the global Client Engagement strategy to leverage 3 key platforms and generate compelling interactions at each touchpoint

    • Client Relations Centers channels (phone, email, social messaging, chat)
    • Social Care on Cartier Social Networks
    • Client Engagement sections of Cartier Website, notably the MyCartier Account section

The Client Engagement Manager will be responsible for leading the Social Care & MyCartier Account projects, involving multiple internal stakeholders (Client Data & Knowledge, Media, Digital Services, Richemont teams).  Agency management is also required for these projects.

  

  • OMNICHANNEL CONTRIBUTION

The Client Engagement projects are strong contributors to delivering a seamless client experience across channels

The Client Engagement Manager will be the Client Marketing referent for all internal stakeholders working on Omnichannel topics (Retail, eCommerce, Specialists & Travel Retail teams, Communications), driving our client-centric approach as the Omnichannel projects are designed, then implemented.

  

  • TEAM COLLABORATION

The Client Relations team is at the heart of multiple transversal projects and the International Client Engagement Manager’s capacity to build and consolidate strong collaborative partnerships with central & market level stakeholders will be key. 

The Client Engagement Manager will build a strong understanding of the various central Maison expertise and bridge with his/her key market contacts to ensure local relevance according to market specificities (preferred communication channels for example).
 

  • MANAGEMENT

CRC Operations to support the worldwide CRC Community and boost levels of client engagement at each touchpoint

Maintaining and improving the current high levels of client satisfaction in our Client Relations Centers whilst expanding the channels through which clients can interact with Cartier is the key mission of the CRC Operations Project Manager.  The CRC Operations Project Manager will report directly to the Client Engagement Manager.  The key areas of focus for CRC Operations are:

    • Implementation of new channels & tools, ensuring operational excellence
    • Animation of the CRC Community (approx.. 150 staff members)
    • Overseeing monitoring (CRC activity reports, client satisfaction surveys, definition of SLAs & KPIs)

 

YOUR PROFILE

  • Master’s degree in a Business School with minimum 10 years’ experience in International project management with experience in Digital Marketing and CRM for a Luxury company in a global position
  • Previous experience with call centers not required but would be an additional asset
  • Highly customer-oriented, sense of luxury
  • Business/Results oriented, data driven decision mentality
  • Strong organizational and management skills
  • Strong experience in multiple stakeholders management (external & internal)
  • Strong oral & written communication skills – French & English proficiency is a must
  • Ability to work simultaneously on multiple projects
  • A preference for collaborative & transversal working methods