Global Head of CRM

1, Place Vendôme; Lavamünd; Vor Ort; EUR 140.000 - 220.000; Vollzeit

Zusammenfassung

Chopard, renowned for haute horlogerie and haute Joaillerie, seeks a visionary Global Head of CRM to lead the next phase of customer transformation and establish CRM as a strategic business capability across the Maison.

Reporting to the Chief Digital Officer, this role will define and execute Chopard's global CRM vision, transforming customer data into actionable client intelligence and enabling seamless client experience across channels.

Qualifikationen

• 10+ years of senior leadership experience in CRM, customer engagement, or loyalty programs.
• Deep expertise in CRM platforms (Salesforce) and data analytics tools.
• Excellent cross-functional leadership and collaboration skills.
• Strong ability to drive client segmentation and personalization at scale.
• Fluent in French and English, with international luxury market exposure.

Aufgaben

• Define and execute the global CRM roadmap aligning with business priorities.
• Drive CRM contributions to performance through client conversion, repeat purchases, and lifetime value.
• Lead client intelligence, personalization and segmentation initiatives across channels.
• Develop and oversee omnichannel CRM and client experience across online and offline touchpoints.
• Lead, coach and develop the Global CRM team and governance frameworks.

Kenntnisse

CRM leadership

Client analytics

Cross-functional leadership

Client segmentation

Multichannel CRM

French fluency

English fluency

Team development

Tools

Salesforce

Jobbeschreibung

Recognized for its know-how in Haute Horlogerie and Haute Joaillerie, Chopard is celebrated for its creative audacity and its conception of ethical and responsible luxury. Proud of its values and traditions, our Maison breathes its family spirit into relationships with its employees and customers, striving to deliver an extraordinary brand experience.
Chopard can draw upon a vast reservoir of in-house expertise and experience uniting more than 45 different crafts within the twin fields of swiss watch and high jewellery-making.

Mission

We are seeking a visionary Global Head of CRM to lead the next phase of Chopard's customer transformation journey and establish CRM as a strategic business capability across the Maison.

Reporting directly to the Chief Digital Officer, this role will be responsible for defining and executing Chopard's global CRM vision, transforming customer data into actionable client intelligence, and enabling seamless client experience across channels.

The successful candidate will play a pivotal role in shaping Chopard's future customer ecosystem by establishing customer-centric processes, developing advanced CRM capabilities, building a strong CRM organization, and driving the adoption of a global client culture across markets and functions.

Beyond campaign management, this position will be responsible for turning customer data into a strategic asset that supports clienteling excellence, customer development, client retention and business growth worldwide.

Main responsibilities

CRM STRATEGY & CLIENT DEVELOPMENT

• Define and execute the global CRM roadmap in alignment with business priorities.
• Drive CRM contribution to business performance by identifying opportunities to increase client conversion, repeat purchases and customer lifetime value.
• Monitor market trends and luxury industry best practices to continuously evolve Chopard's CRM approach.
• Partner with Retail, Marketing and Digital teams to translate client insights into measurable commercial growth and revenue generation initiatives.
• Promote a culture of client-centric decision-making across the organization.

CLIENT INTELLIGENCE & PERSONALIZATION

• Develop a deep understanding of client behaviors and purchasing patterns.
• Lead client segmentation, targeting and profiling initiatives.
• Translate client data and insights into actionable business recommendations
• Drive the evolution of personalization capabilities across client journeys
• Support strategic decisions through client analytics and performance measurement.

OMNICHANNEL CRM & CLIENT EXPERIENCE

• Ensure consistency and relevance of CRM initiatives across all client touchpoints.
• Develop personalized and seamless client journeys across online and offline channels.
• Support the ongoing enhancement of clienteling capabilities.
• Foster collaboration between Retail, Marketing, Digital and Regional teams.
• Contribute to deliver a differentiated luxury client experience worldwide.

CRM OPERATIONS, GOVERNANCE & LEADERSHIP

• Lead, coach and develop the Global CRM team.
• Establish CRM best practices, processes and operating frameworks.
• Partner with Digital and IT teams to ensure the evolution of CRM capabilities and tools.
• Ensure high standards of client data quality and operational excellence.
• Define and monitor CRM KPIs and business impact.
• Ensure CRM investments and initiatives deliver measurable business outcomes and commercial value.
• Manage CRM partners and external agencies.

Hard and soft skills

• 10+ years of senior leadership experience in CRM, customer engagement, or loyalty programs, with a demonstrated ability to scale global CRM operations and deliver measurable results.
• Deep expertise in CRM platforms (Salesforce) and data analytics tools, with strong skills in campaign management and customer segmentation.
• Good understanding of Chinese and Asian CRM ecosystems
• Experienced in leading teams and managing cross-functional projects, fostering collaboration and delivering results.
• Positive, proactive, and adaptable, with excellent interpersonal skills and the ability to inspire cross functional teams.
• Inspirational leader with a strategic mindset
• Fluent in French and in English a must
• Applicants must be Swiss or EU/EFTA nationals, or hold a valid Swiss work permit.

The list of responsibilities and activities is not exhaustive

Contract Type: Permanent
Working Time rate: Full-time