Global Head of CRM (m/w/d) in Genève

ph3Mission /h3 pWe are seeking a visionary Global Head of CRM to lead the next phase of Chopard's customer transformation journey and establish CRM as a strategic business capability across the Maison. /p pReporting directly to the Chief Digital Officer, this role will be responsible for defining and executing Chopard's global CRM vision, transforming customer data into actionable client intelligence, and enabling seamless client experience across channels. /p pThe successful candidate will play a pivotal role in shaping Chopard's future customer ecosystem by establishing customer-centric processes, developing advanced CRM capabilities, building a strong CRM organization, and driving the adoption of a global client culture across markets and functions. /p pBeyond campaign management, this position will be responsible for turning customer data into a strategic asset that supports clienteling excellence, customer development, client retention and business growth worldwide. /p h3Main responsibilities /h3 h3CRM STRATEGY CLIENT DEVELOPMENT /h3 ul liDefine and execute the global CRM roadmap in alignment with business priorities. /li liDrive CRM contribution to business performance by identifying opportunities to increase client conversion, repeat purchases and customer lifetime value. /li liMonitor market trends and luxury industry best practices to continuously evolve Chopard's CRM approach. /li liPartner with Retail, Marketing and Digital teams to translate client insights into measurable commercial growth and revenue generation initiatives. /li liPromote a culture of client-centric decision-making across the organization. /li /ul h3CLIENT INTELLIGENCE PERSONALIZATION /h3 ul liDevelop a deep understanding of client behaviors and purchasing patterns. /li liLead client segmentation, targeting and profiling initiatives. /li liTranslate client data and insights into actionable business recommendations /li liDrive the evolution of personalization capabilities across client journeys /li liSupport strategic decisions through client analytics and performance measurement. /li /ul h3OMNICHANNEL CRM CLIENT EXPERIENCE /h3 ul liEnsure consistency and relevance of CRM initiatives across all client touchpoints. /li liDevelop personalized and seamless client journeys across online and offline channels. /li liSupport the ongoing enhancement of clienteling capabilities. /li liFoster collaboration between Retail, Marketing, Digital and Regional teams. /li liContribute to deliver a differentiated luxury client experience worldwide. /li /ul h3CRM OPERATIONS, GOVERNANCE LEADERSHIP /h3 ul liLead, coach and develop the Global CRM team. /li liEstablish CRM best practices, processes and operating frameworks. /li liPartner with Digital and IT teams to ensure the evolution of CRM capabilities and tools. /li liEnsure high standards of client data quality and operational excellence. /li liDefine and monitor CRM KPIs and business impact. /li liEnsure CRM investments and initiatives deliver measurable business outcomes and commercial value. /li liManage CRM partners and external agencies. /li /ul h3Hard and soft skills /h3 ul li10+ years of senior leadership experience in CRM, customer engagement, or loyalty programs, with a demonstrated ability to scale global CRM operations and deliver measurable results. /li liDeep expertise in CRM platforms (Salesforce) and data analytics tools, with strong skills in campaign management and customer segmentation. /li liGood understanding of Chinese and Asian CRM ecosystems /li liExperienced in leading teams and managing cross-functional projects, fostering collaboration and delivering results. /li liPositive, proactive, and adaptable, with excellent interpersonal skills and the ability to inspire cross functional teams. /li liInspirational leader with a strategic mindset /li libFluent in French and in English a must /b /li libApplicants must be Swiss or EU/EFTA nationals, or hold a valid Swiss work permit. /b /li /ul pThe list of responsibilities and activities is not exhaustive /p /p #J-18808-Ljbffr