Client Relations Manager Oceania - Cartier Sydney

Be a part of our Team!  We are looking for an experienced Client Relations Manager to join us in our Sydney Head Office.  If you have a passion for creating luxury and enjoy working within a dynamic and inclusive team, we welcome you to apply now!  

HOW WILL YOU MAKE AN IMPACT?

You will play an integral part within this key area of our business. Reporting to the Client Director for Oceania, Client Relations Manager is responsible for leading the Client Activation and Client Data roadmap for Cartier in Oceania with the objective to increase client acquisition, conversion and long term loyalty. This person will also instil a client-centric mindset across functions, sharing insights and providing an in-depth the understanding of Cartier clients to drive relevant plan and business opportunities..

You will be responsible for:

• Maximising client data management and ownership
• 1st party data management, across all channels (retail, e-Com, CRC, wholesale), ensuring data quality, accuracy and establishing a data-driven mindset in the team.
• Setting, monitoring and driving Client data KPIs (data capture, opt-in rate, loyalty rate, recruitment rate…) to maximise business opportunities with the right processes in place and continuous  support to frontline staff.
• Being the referent in the market for client data trends, aiming for a comprehensive understanding of local client communities (needs, behaviours, trends etc.) either through regular internal analysis or via 3rd party data partnerships to further refine client knowledge.
• Driving cross-department collaborations (Marketing, Digital Media, Commercial…) to enrich business plans and ensure a constant client-centric approach
• Leading Client reporting and analysis delivery (weekly, monthly and ad-hoc project based) while adjusting output/dashboard as required by the business – Looker reporting
• Leading best practice sharing amongst regional and larger international Cartier CRM community
• Leading local CRM strategy and campaigns
• Defining yearly CRM campaign calendar in close collaboration with Media and Regional or Central client teams (deployment of ww campaigns, local activations, …) aligning resources, timing, content and audiences.
• Setting relevant 1:1 or 1:Many action plans to drive customer loyalty and recruitment and ensure a close follow-up of all initiatives in place for improvements and ROI.
• Fully managing e-CRM Salesforce campaigns (emailing, journeys, clienteling…) from agency briefing and roll-out to performance monitoring, with the support agency and regional/central teams.
• Tracking VIP clients portfolio and support Sales teams in cultivating strong client relationships via exceptional 1:1 clientelling plans.
• Creating analytical and qualitative reports post-event in a timely manner liaising with all relevant stakeholders

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

We believe in shared success and understanding that with your actions you elevate your team and the Maison. To contribute to team success, you will:

• Have a minimum 6-7 years proven experience in similar role at leading direct-to-consumer brands or agency
• Be digitally savvy and client-centric displaying high analytical skills and attention to detail
• Be fully proficient in Salesforces Marketing Cloud and Service Cloud, MS Office (primarily Excel and Powerpoint) and a sound understanding of Looker would be favourable
• Demonstrate excellent English writing, speaking and presentation skills
• Be a self-starter, result-oriented with strong collaborative mindset
• Ideally have exposure to managing a small team
• Exhibit maturity, agility, strong work ethic and a ‘Can do’ attitude
• Translate technical expertise into business opportunities
• Thrive for continuous improvement of process and plans in place

HOW DO WE KEEP YOU SMILING:

• A great opportunity to be a part of a dynamic and diverse team
• The chance to work collaboratively with an array of creative and strategic minds, both locally and globally, to create market leading brand campaigns 
• A highly competitive salary along with a number of other generous incentives
• We offer a plethora of opportunities within Cartier and the wider Richemont Group to help you develop and take your career to the next level.

 YOUR JOURNEY WITH US:

• After being shortlisted, you will receive a video call from our Talent Acquisition Partner to discuss the role and for us to get to know you.
• If you are successful through the video interview, you will be invited to attend a face to face interview with our Client Relations Manager to assess your suitability for the role and to get a better understanding of the role
• From here you will meet our HR Manager to assess your fit for the business. In return, we will also share insights on our team dynamics and our company culture.
• Finally, you will then have the opportunity to meet our Managing Director who can share our overall vision and plans for the future.