Luxury Clienteling & 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

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.