CRM Manager

Overview

Piaget is a Swiss maison renowned for haute joaillerie and luxury watchmaking, operating within the Richemont group. The brand is recognized for artisanal craftsmanship, refined aesthetics and a global retail and wholesale presence; as an employer it combines heritage savoir‑faire with contemporary marketing and retail operations across flagship stores and e‑commerce.

Role & Responsibilities

• Define and execute Piaget's CRM strategy for the North American market, aligning lifecycle and loyalty programs with brand positioning.
• Design, coordinate and deliver multi‑channel CRM campaigns (email, SMS, push, social and in‑store activations) to drive acquisition, retention and frequency.
• Develop advanced customer segmentation, propensity models and personalization rules in partnership with analytics and e‑commerce teams.
• Manage the CRM calendar, campaign production, A/B testing and campaign QA to ensure on‑brand creative and regulatory compliance.
• Own CRM reporting and KPIs (LTV, retention, campaign ROI, deliverability), and present actionable insights to commercial and executive stakeholders.
• Collaborate with retail, wholesale, e‑commerce and client services to ensure seamless client journeys and consistent data capture across touchpoints.
• Select and manage external vendors and technology partners, including platform integrations, deliverability services and data providers.
• Ensure compliance with data protection regulations (GDPR/CCPA) and internal policies governing customer data and marketing consent.

Qualifications

• Bachelor's degree in Marketing, Business, Communications or related discipline.
• Proven experience managing CRM and lifecycle programs within premium or luxury retail or high‑end consumer brands.
• Demonstrable analytical aptitude with experience translating data into actionable marketing strategies.
• Strong stakeholder management and project leadership skills, able to coordinate cross‑functional teams.
• Deep understanding of email deliverability best practices, consent management and privacy regulations.

Skills

Experience

Minimum 5 years of progressive CRM or database marketing experience, with at least 2–3 years in a managerial or lead role; prior experience in luxury goods, premium retail or luxury e‑commerce strongly preferred.

Education

Bachelor's degree in Marketing, Business, Communications or related field; advanced degree or MBA is a plus.

Culture

Piaget combines a deep heritage of Swiss craftsmanship with contemporary creativity, fostering a workplace attentive to aesthetic excellence and client service. As part of the Richemont group, the brand places high value on collaboration across retail, creative and technical teams and on delivering a polished, client‑centric experience.