Reference Code:  16056

CRM Campaign Manager (m/f - 100%)

Schaffhausen, SH, CH


Since 1868, the Swiss watch manufacturer IWC Schaffhausen has been crafting exquisite Haute Horlogerie, in which the highest precision is combined with exclusive design. As one of the world's leading brands in the luxury watch segment, our long-established company daily upholds the pioneering spirit and the innovative talent that underlie our success.


To support our Digital Team at our headquarters in Schaffhausen, Switzerland we are looking for a


CRM Campaign Manager (m/f – 100%)


The CRM Campaign Manager is responsible for coordinating, planning, maintaining and executing activities related to client care strategy through all touchpoints and channels. The CRM Campaign Manager will manage initiatives to help drive growth in conversion, customer retention, and other client focused KPIs.





  • Manage and improve existing client data collection flows from all existing and new data sources within the Maison and represent IWC within Richemont Group client data and CRM related projects
  • Transform client data into actionable business intelligence and work with all departments involved (Digital team, Retail team, Product marketing team, etc.) to drive client transformation rate, retention and reactivation across all channels
  • Work with Data Scientist and Client Insights Manager from HQ Digital Marketing team to enhance 360 degree client knowledge, identify critical target groups and touchpoints during client lifecycle, and drive omni channel client centricity strategy focusing on client conversion and retention
  • Support and coach local markets on the value of analytics, development and use of client insights in implementation of market specific clienteling activities, follow up actions and client activations
  • Monitor the performance of the key client journeys and milestones of IWC client care implementation, delivering insights on the need of the future enhancements to maximize the return on investment


Client Care Development and Implementation

  • Together with Project Manager Digital Marketing put in place global client care strategy, develop key client journeys across multiple touchpoints to nurture leads and existing client loyalty taking in consideration a balanced mix of tools (ex. marketing automation, clienteling, etc.) and channels (ex. email, phone, WeChat, events, etc.) to maximize investment, commercial and relational results (ex. response rate, conversion, retention rate, etc.) of IWC client care initiatives
  • Together with Project Manager Digital Marketing, Richemont Group teams and partners leverage SalesForce to design and implement global client journeys supporting local specificities when needed
  • Together with SalesForce project team regularly suggest and implement enhancements and adjustments of global client journeys based on the constant monitoring of responses and results (ex. conversion, retention, etc.) of the existing journeys
  • Build up the knowledge of SalesForce clienteling tool and coach the local markets on the leverage of the potential of clienteling and follow up automation ensuring priorities and consistency with the global client care strategy
  • Integrate Richemont Group client focused projects, programs, new systems developments, tools, etc. within global IWC client care strategy ensuring timely communication to the local markets counterparts with proper guidelines and coaching when applicable

Budget & Planning

  • Be responsible for the dedicated budget ensuring a proper return on investment
  • Forecast the needs of the client care strategy and provide the necessary factual support to secure the annual budget


Other Responsibilites

  • Support the development of a CRM culture across the brand
  • Act as Ambassador of client centricity and client data protection officer



  • Completed Bachelor's degree required, Master degree preferred
  • Minimum of 5 years of experience in consumer marketing or analytics
  • Proven analytical skills with a strong grasp of KPIs and ability to strategize
  • Must have experience with CRM systems and marketing campaign tools (ex. Salesforce, Oracle or similar) and channels to design CRM programs and client journeys
  • Experience with multi-channel campaigns (direct mailing, email and mobile campaigns, social networks, etc.)
  • Ability to handle multiple tasks simultaneously and extremely detailed oriented
  • Excellent communication skills and proven ability to communicate clearly and concisely
  • A strategic and operational mindset with an emphasis on guaranteeing return on investment
  • Advanced knowledge of Excel, Powerpoint, and general understanding of other analytical tools
  • Experience in working in different countries and/or in a multi-cultural environment is an advantage
  • Fluent in English is a must; French is preferred but not mandatory, any additional language is a plus



IWC offers a challenging working environment: the company’s roots are in Switzerland, but it is a successful international player. We maintain our tradition, yet we are always on the lookout for innovations and ways to improve. Change management, education, further training and personal development are therefore of key importance for our long-term success.