Customer Experience Specialist

Swatch Group; City of Melbourne; On-site; AUD 85,000 - 110,000; Full time

Job summary

Longines, a Swatch Group brand renowned for Swiss elegance, is seeking a Customer Experience Specialist in Australia. You will drive clientelling and elevate the customer journey across boutiques and digital touchpoints, collaborating with Retail, Marketing, CRM and E‑Commerce to strengthen relationships and commercial performance.

Ideal candidates have 3+ years in CRM, retail marketing or customer experience, a tertiary qualification in Marketing or Business, and a passion for luxury.

Qualifications

• 3+ years' experience in CRM, retail marketing, digital or customer experience.
• Tertiary qualification in Marketing, Business or a related discipline.
• Strong understanding of customer journeys, clientelling and CRM.
• Experience with CRM platforms and Google Analytics.
• Strong analytical, communication and stakeholder management skills.
• Highly organised, proactive and detail-oriented.
• Ability to manage multiple projects and priorities.
• Genuine passion for customer experience, luxury and the Longines brand.
• Willingness to travel to Sydney, Brisbane and Perth as required.

Responsibilities

• Drive customer experience and clientelling initiatives across boutiques and digital channels
• Support local customer experience initiatives with Longines HQ and Marketing
• Manage CRM activities, including segmentation, customer journeys and EDM campaigns
• Analyse customer insights to improve engagement and retention
• Partner with retail teams to embed clientelling and customer data capture
• Develop and execute boutique marketing initiatives, activations and events
• Support in-store events through CRM and digital activity
• Identify opportunities to enhance the online and in-store customer journey
• Collaborate with E-Commerce to connect digital and boutique experiences
• Monitor customer feedback and identify customer experience improvements
• Provide customer, campaign and retail insights to Brand and Retail leadership
• Partner with Retail, Marketing, E-Commerce and Longines HQ to ensure a consistent customer experience
• Manage relevant budgets in line with agreed plans and policies

Skills

CRM

Customer journey

Stakeholder management

Analytical skills

Organised

Education

Bachelor's degree in Marketing/Business

Tools

CRM platforms

Google Analytics

Job description

Since 1832, Longines has embodied the elegance of Swiss watchmaking. Established in Saint-Imier, Switzerland, we have built a legacy founded on tradition, innovation and sophistication. Renowned worldwide, we seamlessly blend heritage with contemporary sophistication, and we are represented globally through our ambassadors including Jennifer Lawrence, Henry Cavill and Kate Winslet.

Driven by excellence

As a Customer Experience Specialist, you will play an important role in creating a connected and consistent customer experience across Longines boutiques and digital touchpoints. Working across Retail, Marketing, CRM and E-Commerce, you will help strengthen client relationships, elevate clientelling and deliver experiences that reflect the elegance and heritage of the Longines brand.

You will combine customer insight, CRM and retail activation to identify opportunities to enhance the customer journey and drive engagement, retention and commercial performance.

• Drive customer experience and clientelling initiatives across boutiques and digital channels
• Support local customer experience initiatives with Longines HQ and Marketing
• Manage CRM activities, including segmentation, customer journeys and EDM campaigns
• Analyse customer insights to improve engagement and retention
• Partner with retail teams to embed clientelling and customer data capture
• Develop and execute boutique marketing initiatives, activations and events
• Support in-store events through CRM and digital activity
• Identify opportunities to enhance the online and in-store customer journey
• Collaborate with E-Commerce to connect digital and boutique experiences
• Monitor customer feedback and identify customer experience improvements
• Provide customer, campaign and retail insights to Brand and Retail leadership
• Partner with Retail, Marketing, E-Commerce and Longines HQ to ensure a consistent customer experience
• Manage relevant budgets in line with agreed plans and policies

About you

You are a customer-focused, commercially minded and highly organised professional who is passionate about creating exceptional experiences. You are comfortable working across multiple teams, enjoy turning customer insights into action and have a genuine interest in luxury and premium brands.

• 3+ years' experience in CRM, retail marketing, digital or customer experience
• Tertiary qualification in Marketing, Business or a related discipline
• Strong understanding of customer journeys, clientelling and CRM
• Experience with CRM platforms and Google Analytics
• Strong analytical, communication and stakeholder management skills
• Highly organised, proactive and detail-oriented
• Ability to manage multiple projects and priorities
• Genuine passion for customer experience, luxury and the Longines brand
• Willingness to travel to Sydney, Brisbane and Perth as required