Reference Code:  47345

Client Experience & E-Business Manager



About the job

This role's key purpose is to drive the Client Experience and E-Business via all channels (Online, Offline and O2O), for both retention and acquisition objectives. This role will be responsible to plan and implement a consistent and commercially impactful client-centric strategy, aligned with the business strategy of Vacheron Constantin.



* Develop and implement engagement program to enhance customer relationship, promote retention and loyalty to customers including activities in the boutique (events, experiences), treatments, and gifting, in line with Marketing Communications guidelines, tools and support
* Identify needs and opportunity within various customer segments and set targeted engagement program to serve those needs
* Collaborate with retail, wholesale and CRC (Client Relation Center) to offer the best engagement program from Pre-sales to Post-sales
* Support Marketing Communication team in building a strong Vacheron Constantin watch aficionado community in the GCC

* Develop & evaluate strategic affinity partnerships, in line with Maison image and vision, to increase client recruitment and experience
* Provide exceptional client service as a point of contact for client engagement activities
* Drive and communicate market performance and customer engagement strategy plans, providing insights to unlock specific opportunities by store
* In partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc training
* Facilitate implementation of new Clientelling programs and tools: Elevate
* Set Client Engagement budget and monitor ROI



* Drive E-Business and E-Streams including:  phone sales, web sales, O2O,partners platform etc.
* Collaborate with CRC, Retail, Marketing, HQ and shared functions to facilitate E-Business activities
* Responsible for daily operation of E-Business - developing customer acquisition strategy and coordinating order processing and resolving systemic issues

* Manage the retailisation of wholesale partners (data collection via external boutique partners, CRM excellence via Booster…)
* Ensure full partnership with Richemont Local running E-Business support function
* Managing E-Business P&L


* Collaborate with internal and external teams across the business (Retail, Specialist, Marketing, CRC as key stakeholders) to translate business needs into client analytics projects.

*Data collections, mining, insights
* Use database analytics and qualitative analysis to develop segmented clientelling strategies to maximize loyalty
* Develop an Analytics roadmap for projects planning.
* Identify actionable insights about consumer behavior and drivers of business performance, based on data


Desired Skills and Experience

* Degree holder with 8-10 years relevant experience in Luxury retail or related industries

*Both Analytical and Emotional intelligence skills
* Practical experience in client management, communications, engagement and retail business
* Experience in New Retail is a plus
* Positive role model and highly self-motivated with great levels of creativity, initiatives and enthusiasm
* Charismatic with strong presentation, negotiating, influencing skills and capability to drive performance
* Excellent communication skills, both verbal and written
* Ability to build professional working relationships at all levels balancing needs of all stakeholders internally and externally

* Sales force and SAP are a plus
* A flexible attitude to work and work pattern
* Fluent in English and Arabic (written and spoken)