CRM & Digital Project Manager

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

CONTEXT

We are looking for a proactive and versatile marketing professional who combines strong analytical thinking with a passion for creating exceptional customer experiences. In this role, you will translate customer insights into impactful CRM and digital initiatives, connect data with storytelling, and act as a strategic liaison across Marketing, Sales, Boutique teams and wholesale partners. As a key ambassador for IWC Schaffhausen, you will confidently represent the brand at client events and activations while building meaningful relationships with both internal and external stakeholders.

If you thrive in a dynamic environment, enjoy turning insights into action, and are motivated by delivering excellence across every customer touchpoint, we look forward to meeting you.

YOUR RESPONSIBILITIES

1. CRM & Digital Marketing

• Develop and execute CRM campaigns across retail and wholesale channels
• Optimize customer journeys using Salesforce, Looker, Medallia, MyIWC and related tools
• Manage and troubleshoot daily business and CRM topics in coordination with IWC HQ
• Oversee creation and distribution of digital content across local and partner platforms

2. Market Intelligence & Insights

Analyze & Manage CRM journey, campaign and customer data to surface actionable insights

• Develop Strategic Customer Journey Map
• Development and optimization of customer journey strategy concept based on customer segmentation, demographics and purchasing behavior.
• Monitor competitor activity, client feedback and local market trends

3. 360° Customer Management – Strategy & Operations

• Representing the “customer’s voice” and act as an operational and strategic liaison between Marketing, Sales and Boutique Teams
• Building customer know-how across the market: Facilitate two-way feedback loops and co-develop joint activities to drive traffic, conversion, and retention
• Regular Boutique visits
• Establish regular exchange with CRM Specialist of each boutique
• Monthly reporting of defined KPI’s and selected activations per FY
• Align CRM campaigns and content planning with commercial objectives and in-store initiatives
• Brief, evaluate and support retail customer profiles for all Swiss activations, ensuring targeted and relevant engagement
• Event Activations: Actively support & participate in customer activations and events (WHS & retail)
• Design, set-up and monitoring of targeted campaigns for wholesale channels (newsletter, Customer Journeys, mailings) including handling related tools (Brandnet, Spark & Medallia)

4. Content Strategy

• Content Production: Responsibility for all local content productions incl. distribution and amplification in owned and partner channels
• Social Media Channel management
• Management of local social channels (Instagram)
• Ensure storytelling is consistent, data-informed, and tailored to the local audience

5. Budget & Administration

• Own digital and CRM budget planning, vendor management and internal reporting processes

YOUR PROFILE

• Masters degree in Marketing and Communications or a related field
• At least 2 years of professional experience
• Good communicator with strong interpersonal skills
• Customer oriented with a healthy dose of ambition
• Independent, proactive approach with strong analytical skills
• Flexible, able to work under pressure and willing to travel within Switzerland
• Fluent in German, French and English (Italian is a plus)

WE OFFER

Close collaboration with an engaged and dedicated team is there to support you to succeed in this challenging and exciting role. During your time with us, you will get familiar with our know-how and gain practical insights into different business areas.

Best of all, you will grow in a stimulating environment with excellent working conditions and attractive benefits!

#Richemont #WeCraftTheFuture