CRM and Ecommerce Manager - Piaget Boutique, Dubai

CRM and Ecommerce Manager - Piaget Boutique, Dubai; Dubai; On-site; AED 450,000 - 750,000; Full time

Job summary

Piaget Boutique Dubai is seeking a CRM & Ecommerce Manager to lead omnichannel client strategies in the Middle East & India. You will supervise a bilingual Client Relationship Centre and partner with boutiques and HQ to grow turnover and loyalty.

Required are 7–9 years in luxury, strong e-commerce expertise, and a data-driven approach to client development; travel is expected. The role is based in Dubai with a focus on premium client experiences.

Qualifications

• Minimum of 7 to 9 years of related experience.
• Luxury products experience preferred.
• Strong background in e-commerce, customer acquisition and retention strategies.
• Strong understanding of retail client experience.
• Sales and results driven mindset.
• Excellent analytical skills and data-driven decision making.
• Proficiency in Microsoft Office suite.
• Ability to travel regionally and internationally.

Responsibilities

• Lead CRM and E-commerce strategy, ensuring omnichannel consistency and ROI.
• Define plans for Middle East region and coordinate with boutiques and HQ.
• Supervise Client Relationship Centre with bilingual AR/EN team.
• Manage budgets and cross-functional relationships to maximise objectives.
• Monitor campaigns, measure ROI and drive client engagement and loyalty.
• Build and implement data-driven insights for targeted activities.

Skills

Analytical skills

Interpersonal skills

Sales-driven

Customer acquisition

Retention strategies

Tools

Microsoft Office

Job description

CRM and Ecommerce Manager - Piaget Boutique, Dubai

Location: Dubai

Address: Financial Centre Road, Downtown Dubai Grand Atrium

Job Overview

Since 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewellery know-how.

Piaget excels in everything that is rare, precious and exceptional.

Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.

Main Purpose

Reporting to the Commercial Director, the CRM & E-commerce Manager will be located in Dubai and will be responsible for the CRM & E-commerce strategy as well as the Client Relationship Centre supervision in the Middle East & India region, in accordance with the Maison strategic objectives and in close relationship with Boutiques and HQ.

• Lead the client and omnichannel strategy & execution to better serve our clients and develop acquisition & retention.
• Define and coordinate the E-Com, CRM and CRC animation plan for the Middle East region while accompanying the boutiques in the implementation of the plans to increase Piaget turnover as well as the customers loyalty and recruitment.
• Ensure a consistent quality of omnichannel experience in all the touch points and in line with our global Marketing, Client Care and CRM strategy.

Key Responsibilities

Key responsibility #1: E-commerce Strategy & Clienteling

Clienteling

• Improve client knowledge at the region, boutique and sales associate level with Sales Force implementation
• Define and monitor a consistent Clienteling program, including opportunity guidelines and in-store gifting
• Support in building a ROI-driven client development strategy: e.g. event and strategy planning, strategic positioning, calendar sharing, budget proposals
• Monitor results

E-commerce 360 Management

• Drive the definition and the implementation of the omnichannel roadmap including all the new E-Com solutions (phone sales, e-boutique)
• Build and coordinate customer activation plans across all touch-points (beyond digital) to achieve business objectives
• Lead the adoption of these new services from implementation to management of the whole E-com solution
• Support front-end and back-end integration
• Connect the digital & physical worlds by identifying new opportunities (business development, innovations…)
• Identify opportunities (creation of content, experiences…) to enrich the campaigns
• Coordinate and implement HQ programs for client experience, collaborate with Training department
• Oversee the Client Experience aspects of all Omnichannel projects ensuring integrity of Client Development priorities timely and clear communication to boutiques and corporate teams (Remote Sales, Web Sales , E-com).
• Manage and control the stocks for client centric tools: contact cards, birthday card, season greetings, books, gifts, invite, catalogue etc

Key responsibility #2: CRM

Client Development – Client Programs & Strategies

• Plan and deliver strategies, encouraging customer engagement, recruitment, upgrade, retention and loyalty
• Define and implement appropriate action plans per client segment to support main collections, and accompany all product launches, boutique opening, events…
• Implement subsequent contact plans at local market level to boost the footfall in the boutiques
• Supervise online & offline personalised CRM campaigns and communications
• Adapt HQ guidelines to local market specificities and client database
• Measure performances results and progress and Return On Investment

Data Management & Insight

• Build a Client Insight culture
• Ensure database segmentation, growth and accuracy for targeted activities
• Develop in-depth analysis of the database to inform business decisions (Retail, Marketing, Communication etc.)
• Translate database insights into predictive purchase behaviour
• Develop and disseminate Market Intelligence, benchmark competitor programs in the luxury goods sector, as well as technical & digital Innovations

Key responsibility #3: CRC

• Supervise and coordinate the (external) Client Relationship Centre, managing a dedicated team for our Maison, fully bilingual (AR/EN)
• Define strategy and actions plans in order to drive the client satisfaction, increase their experience and footfall to the boutiques
• Grow them as ambassadors of the Maison through training and boutique visits
• Have all enquiries through phone and email addressed in an effective and timely manner
• Ensure a good client experience through quality control
• Make sure the team generates sufficient turnover through sales leads and reservations
• Ensure an on-time, monthly reporting of the CRC KPI’s
• Provide value adding services such as RSVP calling campaigns, database cleanings
• Have a contingency plan ready for IT issues and/or an eventual switch in service provider

Key responsibility #4: Budget & Communication

• Define and monitor the CRM & E-com Budgets, as well as CRC budget in respect with forecast and timelines
• Develop and maintain strong and supportive relationships with cross-functional groups (Sales teams, Customer service, Training, Logistic, Marketing & communication, Regional offices, Line manager) to enhance achievement of objectives.
• Spread the CRM & Clientelling culture by conducting trainings for sales force & CRC: importance of accurate data capture,
• Establish strong working relationships with the Headquarter team: communicate regularly to outline performances, market specific needs, opportunities & trends, providing feedbacks as well as gathering worldwide best practices.
• Consistently evaluate and adapt processes to maximise efficiency

Requirements for the Role

• Minimum of 7 to 9 years of related experience
• Previous experience in luxury products preferred
• Strong background in E-com, customer acquisition, re-engagement and retention strategies
• Strong understanding of retail client experience required
• Sales and results driven
• Strong analytical skills with a love to make figures talk
• Excellent computer skills and proficiency in all Microsoft Office
• Excellent interpersonal, communication, organisation, follow up and problem-solving skills required
• Creative agility, Team player and Service minded
• Ability to travel regionally (including KSA, Kuwait…) and internationally.
• Proficiency in English, Arabic and French a plus

Dimension

• Network of internal & external points of sale in all the Middle East & India region