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Marketing & Client Experience Manager

Richemont

Bellevue, GE, CH

Permanent      

Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

“Dare to innovate?  Time Vallée is our integrated luxury multi brands concept store and you can be the chosen one to deliver an immersive & inspiring experience to our clients. Join us on this journey of discovering the fascinating world of fine watchmaking...” Michael G.; Group SWM Distribution Director & CEO Time Vallee

 

CONTEXT

TimeVallee is a Richemont start-up, based in Hong Kong.

It is an innovative multi-brand boutique concept offered to all luxury watch brands and operated by external independent retail partners (operators). TimeVallee provides a complete turnkey solution: a strong concept to magnify the brands, with an optimized space for an unrivaled customer experience, thanks to a unique network of Maisons & Experts.

 

 

HOW WILL YOU MAKE AN IMPACT?

The Marketing & Client Experience Manager is a leadership role, required to supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals.

This includes liaising with other department heads and all stakeholders (internal and external), to ensure all teams contribute equally to providing end-customers with a seamless experience across touchpoints. Bringing strong support and expertise to our retail partners (operators) to educate sales team to be customer-centric and over performed in their market.

In an interconnected world where different departments in an organization need to work collaboratively to create the perfect customer experience symphony, the need for a leadership role that can orchestrate this way of working, is necessary.

 

The Client Experience Manager is in charge of empowering the company and its retail partners with a customer-centric culture that leads to a seamless customer experience across all stages and touchpoints. The Marketing & Client Experience Manager plays a key role in helping the company’s retail partners to achieve greater customer satisfaction, increased efficiency and profitability.

 

What you will be working on:

Responsible for defining on a global level, what should be TimeVallée’s customer experience from end-to-end across all channels and touchpoints:

• Identify areas for improvement in Client Experience, develop initiatives to address these areas, and lead the execution.

• Ensure & enable one single view of the end-clients through the CIM platform, to drive customer intelligence and conversion for operators.

• Work closely with all stakeholders to ensure a 360-degrees seamless and personalized experience for the operators and ultimately the end-clients.

• Define user’s adoption strategy, training program and KPIs.

• Participate in the Systems architecture strategy: co-develop an innovative & coherent systems architecture for TimeVallee, with the on-going integration of an in-house Enterprise Service Bus, as the backbone of the company global architecture (integration, clouds strategy, performance & security) to bring value and agility for an ambitious network extension plan.

• Evangelize and educate the organization about Customer Experience, its impact on the customers and enables companies to gain a significant competitive advantage.

• Maintain the brand standards and ensure legal compliance across all markets and communications channels.

• Top Management presentations and Budget planning/forecasts.

 

HOW WILL YOU EXPERIENCE SUCESS WITH US?

You have the following key skills:

 

• Strategic thinking and curiosity: As the person in-charge of the overall end-Client Experience  , Client Experience  Manager should foster curiosity among the organization, be able to foresee market changes and strategize to guide the company to live up to those expectations in the fast-evolving digital world.

 

• Interpersonal, networking and influencing skills: For someone who not only needs to nurture great relationships internally with his/her own team and leaders of other teams, but also understand the pulse of customers and external stakeholders such as vendors and business partners, interpersonal and networking skills are indispensable. Additionally, the Client Experience  Manager constantly needs to liaise with or convince others to work in sync with the customer experience strategy which requires great interpersonal, communication and influencing skills. Whenever there are areas of conflict between certain teams that can potentially impact customer experience, the Client Experience  Manager needs to leverage these skills to ensure all the involved teams work with customer experience as the end goal in mind.

 

• Ability to understand business objectives and align customer’s perspective to it: As the person in-charge for the overall Client Experience strategy, he/she needs to have a clear understanding of the company’s business objectives so that he can strategize Client Experience efforts such that it contributes to the achievement of the business goals without compromising the client’s needs/paint points. A clear picture of business objectives and the ability to align Client Experience with the same, puts the Client Experience Manager in a stronger position to get buy-in from the various stakeholders and to propagate a customer-centric culture within the organization.

 

• Working backwards to lead the end-user experience: The Client Experience Manager should be able to visualize end-user experience and then work backwards to plan, strategize and execute Client Experience efforts to deliver great experiences. Starting from the customer experience and work back toward the technology to achieve it.

 

HOW DO WE KEEP YOU SMILING?

This is a great opportunity to truly gain insight into the luxury market. You will be a part of a dynamic and international work environment, where we always go the extra mile to uphold outstanding service for our clients.

• The opportunity to be at the forefront of the business, delivering the key enabling technology for our Luxury New Retail strategy.


• Modern working location at our campus in Geneva.


• Strong emphasis on values and team-based leadership in an open and engaging company culture.


• Wide range of international career opportunities and lots of opportunities for personal and professional growth.

 

YOUR JOURNEY WITH US:

If your application is selected, we will reach out to you shortly for an informal introductory call.

The next step from there would be a personal interview with our Group SWM Distribution Director & CEO Time Vallee and HR Business Partner.

 

 

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