CRM & E-commerce Manager

Reference Code: 89569**CRM & E-COMMERCE MANAGER**:

- Singapore, 01, SG- PermanentSince 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.

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The CRM & E-Commerce Manager reports to the Marketing Client & Communication Director and actively participates to the definition and implementation of the global strategy of the subsidiary.

They implement the Client Services strategy locally, as a complement to the Piaget’s product and network strategies, in order to maximize client satisfaction & retention at all touch points and across all channels. He/she ensures excellence in Client relationship.

They are required to drive synergies with Customer Service, Retail and Specialists commercial teams, as well as e-commerce and digital, in order to offer a seamless omni-channel experience to all clients. They elevate the data and client knowledge expertise of the team and share actionable insights and ensure proper measurement of program results.

They define and implement the Client Business Development strategy, identifying and leveraging potential business growth opportunities related to local and tourist clients.

**RESPONSIBILIT**I**ES**

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**1/ Client stratégies and programs.**
- Develop clear understanding of market context as well as key drivers behind consumers behaviors through close collaboration with Richemont Marketing Services functions
- Develop and coordinate the overall program of Client relationship for the market, in line with central guidelines
- Ensure the implementation and effectiveness of the CRM programs throughout the market for all clients and monitor, using CRM guidelines and tools
- Ensure CRM strategies are planned with an integrated consumer centric approach across all channels,
- Drive increased engagement among Sales staff with their consumers through Clienteling
- Facilitate best practices sharing through active participation in HQ meetings and seminars, and good market understanding through regular market visits,

**2/ Data & Client Knowledge**
- Develop Client Knowledge through Client Insights and Database analysis in order to drive Client programs efficiently.
- Develop an Analytics roadmap to support business performance (including Retail, digital and ecommerce). Ensure results are communicated with focus on value-add insights and actionable recommendations
- Drive advanced analytics projects (predictive modeling, basket analysis, attrition modeling. etc.) with the support of Richemont Analytics Managers / external vendors
- Ensure maximum security level of client data via proper organization, processes and confidentiality

**3/ New service Development**
- Formalizes a local launch plan for the development of new services in collaboration with the Marketing & Communications teams
- Coordinate with Client Service teams to ensure proper implementation, and Marketing teams for the communication plan to support these activities. Proposes adjustments whenever necessary.
- Ensures to keep the various teams informed

**4/ Client Business Development**
- Be the main contact for partnership proposals addressed to the Maison, evaluate and select the most relevant ones based on the potential return on investment (financial, image ), transfer selected contacts to the boutiques’ teams in order to generate sales and enable them to sustain and expand their networks
- Report on the business development activity (activated contacts, generated sales, RoI, improvement areas )

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**E-Commerce & Omnichannel Performance and Operations**
- Collaborate with key business partners to develop the digital operational strategy for the region.
- Execute the e-commerce commercial strategy in collaboration with HQ eCommerce, Client Relations Center, Supply Chain and Logistics teams
- Monitor overall eCommerce activity including day-to-day performance across KPIs, including sales, stock, traffic, returns, website speed and content, and user behaviours, and omnichannel performance.
- Work to improve the omnichannel client experience, encourages the use of omnichannel services, supports requests for optimizations, partners closely with supervisor and cross-functional partners/stakeholders for implementation.
- Serve as local lead for operational developments, new project rollouts and enhancements/releases in close collaboration with local commercial team and HQ digital team. Communicate operational changes with relevant teams.
- Act as key contact between CRC and fulfillment facilities to ensure order processing. Collaborate