A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.
Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.
At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.
You have a solid experience in CRM or Client Data Management
You have a good understanding of Business levers, and Retail environment.
You have strong analytical skills.
You are able to translate data from the systems to the business.
You are curious, service and detail oriented.
You have wide experience working with SAP, Salesforce, and other CRM tools.
You are fluent in Spanish and English; French is a plus.
What are we expecting from you? The Client Development Manager is responsible for the implementation of the Maison Client strategy in Iberia markets. Based on a thorough and detailed knowledge of local clients, he/she builds dedicated action plan to adapt and deploy the Maison initiatives in client development, experience and satisfaction. He/she aligns with all local teams to guarantee consistency with the Maison strategy.
Your main missions will be:
Develop a detailed knowledge of the local clientele and build dedicated and appropriate action plans to develop client portfolio Based on Maison dashboards, analyze client data and develop a thorough knowledge of the local client portfolio. Monitor the local client portfolio evolution & client performance and identify opportunities for development Build qualitative insights and escalade (to the Region) local needs in terms of specific analysis & tools evolutions Detail KPIs to the right granularity – set targets and incentives based on Maison KPIs Ensure and supervise qualitative data collection through all touchpoints for clients & prospects. Assign and reassign clients to ref SA when necessary. Animate the local Client community involving boutique staff (inc. daily dialogue with boutique teams, involvement in morning briefs and contribution to newsletter) Deploy client activation and clienteling strategy and adapt when necessary to local needs & context Promote 1-to-many contact plan and escalate local needs / opportunities Support translation process when needed Is responsible for the implementation of all clienteling tools and programs in their area Manage all local clienteling opportunities – orchestrate opportunities in line with Maison strategy and upon regional validation Define action plan for key priority clients. Coach & support boutiques and Sales teams in implementing the Clienteling strategy - Roll-out client-related programs, guidelines & tools (inc. Clienteling app and HJ app) Give feedback on all Clienteling toolboxes (asset, guidelines, tools…), escalate needs Place order for client gifting in line with client portfolio (relational and seasonal) Be responsible for the Client Experience and roll-out client-related programs, guidelines & tools Manage F&B selection in boutiques, in line with Maison quality and service. Coordinate orders with Retail operations Escalate local needs (ex: gift & animation initiatives…) if necessary Manage gifting sourcing in line with Inter guidelines (Local sourcing or central gifting order via Region) Coordinate client treatment with Communication teams (incl VIP) Monitor client Satisfaction in market Monitor & follow-up Barometer results with boutiques. Follow Mystery Shopping fieldwork and results with Retail Expertise team Coordinate "close the loop". Work with Training to tackle identified pain points and share best practices. The Client Development Manager: -Understands the industry, identifies potential business opportunities coherent with the Maison strategy.
-Realigns daily priorities to the Maison strategy.
-Defines the key elements required to achieve the priorities.
-Shares information with interested and accountable parties, encouraging them to do the same.
More than a job…it's an experience! If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels. By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.
The recruitment process: Send your application online If your profile matches our search, you will be contacted by the HR team for an interview. Otherwise, you will receive an email to inform you that your application is unsuccessful. You will meet with HR, Market Director, Regional Director #J-18808-Ljbffr
