CDD - Client Engagement Manager (H/F)

Overview

To support the company growth strategy, the Client Engagement Manager is responsible for defining and leading the global Clienteling strategy, driving client retention, customer lifetime value, and excellence in Client Engagement across all touchpoints. This strategic and hands‑on leadership role aims to position Clienteling as a key growth driver by fostering a strong client‑centric culture, implementing best‑in‑class tools and processes, and delivering highly personalized experiences aligned with the Maison’s DNA. The Client Engagement Manager will work closely with the Head of VIC, Retail, Marketing, E-commerce, CRC, Merchandising, and regional teams to ensure a consistent and impactful Clienteling approach worldwide.

Define and Lead the Global Clienteling Strategy

• Develop and implement the Maison’s global Clienteling vision in line with business growth objectives
• Establish Client Engagement standards and best practices across all markets
• Build and execute a 3‑year roadmap focused on client retention, loyalty, and customer lifetime value

Drive Client Knowledge and Insights

• Leverage client data to identify growth opportunities
• Monitor key client metrics related to acquisition and client lifetime value
• Partner with Data and Analytics teams to enhance client data quality, governance, and utilization
• Define a new client segmentation framework and associated engagement plans
• Define personas in collaboration with the Communication team

Develop Clienteling and Engagement Programs

• Develop personalized engagement journeys throughout the client lifecycle
• Oversee outreach strategies, client activation programs, and personalized communication initiatives tailored to client segments
• Lead newsletter strategy in collaboration with key stakeholders
• Ensure global consistency while allowing for relevant local market adaptations

Foster Retail Excellence and Field Adoption

• Drive adoption of Clienteling and promote a strong client‑centric culture across retail teams worldwide
• Define Clienteling standards, methodologies, and operational guidelines
• Partner with Retail Excellence and Learning teams to develop training programs and capability‑building initiatives
• Support regional teams in achieving Clienteling objectives and performance targets

Lead Clienteling Tools and Innovation

• Act as the business owner for Clienteling and CRM platforms
• Identify and lead technological enhancements that improve both client experience and team productivity
• Collaborate with Richemont teams and IT on omnichannel transformation projects
• Lead the design and global rollout of the Maison’s NPS & NSS program, transforming Client feedback into continuous in‑store client experience improvements

Monitor and Drive Performance

• Define Clienteling targets and performance dashboards
• Track regional performance and identify opportunities for continuous improvement
• Measure the ROI and business impact of Clienteling initiatives
• Present performance insights, recommendations, and strategic updates to the commercial team and CODIR

Team Management

• Manage the team: 1 permanent role, 1 apprentice, 1 intern, and external partners
• Own the Clienteling team’s operating budget