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Reference Code:  76902

[Cartier] CRM Project Manager

Seoul, 11, KR

Permanent
  
  

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

  
  

MAIN PURPOSE:

 

The CRM Project Manager supports the CRM Manager in implementing locally the Client Relations Strategy of the Maison. His/Her main objective is to increase Client acquisition, Satisfaction & Loyalty, within an omni-channel environment, including boutiques, specialists, digital and Contact Center.

 

KEY RESPONSIBILITIES:

 

  • Key responsibility 1: CRM Planning and Execution
  • Initiate the strategic planning and revamping CRM Relation programs considering the customer lifecycle, behavior and journey
  • Ensure the implementation and management the various client engagement activities (VIP treatment, Gift program, Clienteling tool, etc) and measure the results and  performance
  • Lead the Maison flagship CRM exclusive program: plan and develop maison-only treatment working closely with BTQ CRM associate.
  • Conduct market research and case studies; competitive benchmarks, industry standards, best practices and identification of forming trends. Propose future enhancements and solutions.
  • Ensure project coordination with Marketing, Retail, Communications and E-Comm
  • BTQ event support: invite the target clients, and manage PV sessions and analyze the results

 

  • Key responsibility 2: Client Data Management & Intelligence Tool
  • Ensure enrichment, growth, cleanliness and integrity of CRM/e-CRM database with careful attention on local legislation and privacy policy
  • Business development: create, implement and manage targeted business development plan by identifying client prospecting opportunities, with special attention to VIP acquisition;
  • Provide updated client profiles and client information to management and boutiques
  • New application Plan, prepare and coordinate application roll-out in collaboration with IT & Train the Sales Associates
  • Implement CRM system solution updates, request enhancement to the central team based on the local business needs
  • Key User testing for new Client marketing platform and system; SAP/CDB, Cognos, Booster, Salesforce, Looker, … etc

 

  • Key responsibility 3: Client Communication  
  • Identify and optimize client activation and campaign program using the marketing automation tool (Salesforce platform)
  • Manage and update the yearly CRM local plan, according to client segmentation, global plan and local campaign needs, for both Retail, Travel Retail and Watch Specialist networks
  • Edition & Direct Marketing: define annual quantities required according to target and guarantee the respect of the sending time and execution of mailings.
  • Liaise with the central CRM. team and local creative agency to manage local creative process: project briefs, validation/approval request submissions and development.

 

 

JOB REQUIREMENTS :

 

  • Minimum 5-7 years of related experiences in luxury retail industry
  • Great sensitivity to clients’ needs & aspirations
  • Excellent communication, exceptional relationship building and customer engagement skills
  • Pro-active approach to tasks and ability to manage several projects simultaneously and timely manner
  • Results driven and commercially aware, analytical and organizational skills
  • Detail-oriented

Learn more about life at Cartier



www.careers.cartier.com

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont