Entreprise : Richemont
Description du poste :
We would like to talk to you about the opportunity to join our International Client Relations Team, based in Geneva, as International Digital Client Engagement Manager .
In this role, you work as part of cross-functional teams to develop actionable roadmaps for improving client satisfaction and experience along all digital and social client touchpoints worldwide.
You will work closely with the Intl Digital and Media Communication teams, as well as the whole Client Marketing Department.
You will act as an innovator within the Maison to drive outstanding client experience, deepening client engagement via our digital and social platforms.
HOW WILL YOU MAKE AN IMPACT?
Manage direct reports in the International Client Engagement team, including Interviewing, hiring, performance review, coaching, employee satisfaction
Cooperate with different HQ & Regional teams to ensure the delivery of the best Digital Customer Experience across multiple channels
Map omnichannel customer journeys to craft initiatives and prioritize project roadmaps
Define tools and solutions to implement CX improvement actions
Strongly collaborate with digital functions to redesign key areas of Cartier.com website, such as the My Account area enabling clients to easily engage with the Maison, exchange information and data
Strengthen the existing Social Care management by introducing best practices and making sure to always include the monitoring of new social and instant messaging channels
CLIENT ENGAGEMENT PERFORMANCE
Participate and act as an internal advocate of data insights and analytics to guide the business' strategic priorities and decision making
Lead the launch and adoption of a new Client Insights solution leveraging on AI to analyze and dispatch interactions occurred among clients and Client Relations Centers
Be responsible for implementing and maintaining new data analytics tools to measure client satisfaction, social and digital engagement, internal teams' operational efficiency
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
8+ years of experience in similar environment, preferably within the Luxury or Consumer Goods sector or tech companies
Higher University Degree in business, marketing, communication
Overall understanding of the web and social environment and metrics
Proven track record in successfully managing and implementing digital transformation projects
Positive attitude, analytical and pragmatic mindset
Highly organized, efficient, able to handle multiple tasks in a fast-paced growing environment
Excellent interpersonal and proactivity skills, teamwork attitude and flexibility
Experience in applying solutions-based approaches to project management
Excellent written and verbal English communication skills with the ability to comfortably interact with cross functional teams with different technical and cultural backgrounds
Excellent leadership, people management, communication and influencing skills
WHAT DO WE OFFER
We create a positive environment and highlight your personal and team performances
We're fully transparent and share with you : Maison strategies, key information, needs of others Corporate Departments
We constantly educate you with : Cartier's savoir-faire, competitive landscape, industry news, client experience best practices
YOUR JOURNEY WITH US
If your application is selected, we will give you an introductory call to explain further steps and discuss the opportunity.
If things go well on both ends, you will have a chance to meet the hiring manager and the HR Manager.