Customer Experience Specialist

The SWATCH Group; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Job summary

Longines is seeking a Customer Experience Specialist to unify the luxury client journey across its Melbourne boutiques and digital touchpoints. You will work across Retail, Marketing, CRM and E-Commerce to strengthen client relationships, elevate clientelling and deliver experiences that reflect the elegance and heritage of the Longines brand.

You will leverage CRM insights, manage customer journeys, and partner with Retail teams to embed data capture.

Responsibilities

• Drive customer experience and clientelling across boutiques and digital channels.
• Support local CX 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 data capture.
• Develop and execute boutique marketing activations and events.
• Support in-store events through CRM and digital activity.
• Identify opportunities to enhance online and in-store customer journeys.
• 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 budgets in line with agreed plans and policies.

Job description

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