CRM Manager

Overview

Richemont is a global luxury goods group that manages a portfolio of high-end maisons across jewellery, watches, leather goods and writing instruments. As an employer, the group emphasizes craftsmanship, heritage-driven brand stewardship and long-term brand equity, offering a matrixed, international environment that balances creative autonomy at the maison level with group-wide commercial rigour.

Role & Responsibilities

• Define and execute a group or maison-level CRM strategy to increase customer lifetime value, retention and share of wallet across channels.
• Design and implement advanced segmentation, lifecycle and loyalty programmes informed by customer data and behaviour.
• Plan, build and optimise omnichannel campaigns (email, SMS, push, in‑store activation), including A/B testing and personalization frameworks.
• Translate commercial objectives into measurable CRM plans and KPIs; monitor performance and report ROI to senior stakeholders.
• Lead cross-functional collaboration with merchandising, e‑commerce, store operations, data science and creative teams to deliver integrated customer journeys.
• Manage CRM roadmap and vendor relationships for marketing automation, data management and reporting capabilities.
• Ensure compliance with data protection and privacy regulations while applying best practices in consent management and first‑party data usage.
• Coach and mentor junior CRM team members and coordinate external agencies or consultants as required.

Qualifications

• Proven experience owning CRM strategy and execution within a premium or luxury retail environment or high‑value consumer brand.
• Strong commercial acumen with demonstrated ability to drive measurable business outcomes from CRM activity.
• Proficiency in customer segmentation, lifecycle mapping and loyalty programme design.
• Excellent stakeholder management skills with experience influencing senior commercial and creative leaders.
• Solid understanding of data privacy requirements and best practices for customer data governance.

Skills

Experience

Typically 5+ years of progressive CRM or retention marketing experience, with demonstrable success running omnichannel campaigns; experience in luxury, premium retail or fashion is strongly preferred.

Education

Bachelor's degree in Marketing, Business, Data Analytics or a related discipline; advanced degree or equivalent professional experience is advantageous.

Culture

Richemont cultivates a culture that values artisanal excellence and brand stewardship while operating within an international, collaborative framework. Teams combine commercial discipline with respect for creative craft, and employees are expected to contribute to long‑term brand value through considered customer experiences.