Vacheron Constantin CRM and Client Engagement Manager (Assistant Manager)

Job description

Job brief:

• Elevate client engagement across multi channels (online, offline, customer center)

• Align relevant client objectives within local market and enable teams to deliver against these objectives to deliver the business

• Support a client omni-channel strategy and maximise impact of digital on driving total sales (website, phone sales, LTB).

• Ensure to improve the CRM data capture and data quality, working closely with sales and multi-functional teams

• Interact with Swiss headquarters, local teams, retail partners and external suppliers in order to implement new projects and lift CRM actions.

 

Key responsibilities:

• Motivate and ensure higher a strong CRM mindset, with clear actions across all channels (internal, external and CRC) in close collaboration with local sales team.

• Set targets for CRM KPIs (data quality, share of client), monitor and analyse based on Global priorities and local business priorities

• Closely monitor the Client Satisfaction across channels and work with teams to consistently assess how to improve

• Support local CRC team as one important sales and client touch point by:

  Monitoring performance (LTB sales, inbounds, outbounds, SLA, data capture and VoC)

  Coordinating and establishing training paths for each Ambassadors with local VAC and RIC trainers

  Support quality monitoring with local RIC team

  Ensuring a high level of sharing with local boutique teams

• Ensure qualitative client engagement (inc. contact strategy, treatment plan and re-engagement tactics) with omni-channel strategy and better Ecommerce sales.

• Establish a dedicated action plan for VICs with the support of sales team to generate client LTV and/or advocacy

• Amplify & support local event/retail teams by organizing dedicated 121 and 12Many communication plans

• Support solving technical issues on CRM tools and data.

• Be the guardian of local client compliance rules and legislation

 

Qualifications:

• Knowledge and Practical Experience in Clienteling

• Knowledge of luxury CRM / luxury retail environment is a plus

• Business Communication Experience in English

• Strong analytical skills

• Ability to convince and navigate in an ambiguous and matrix organisation

• Experience with Salesforce Service Cloud is a plus