Client Data Manager - Richemont
Job Details
The Client Data Manager consolidates the Group client knowledge and takes a key role in the ELEVATE/Salesforce implementation as Product Owner for Service Cloud.
The Client Data Manager supports transversally all Maisons and Group functions by performing the following tasks:
- Advise and support the Maisons in updating their customer knowledge,
- Advise and support Maisons in designing their client data acquisition strategies,
- Elaborate the client data strategy and data model,
- Defines the governance specific to its data domain, in coordination with the future Chief Data Officer,
- Collect and aggregate the data and tools needed on his domain with all Data Owners within the Maisons,
- Define metrics and KPIs together with the Data Owners,
- Build and maintain data glossaries,
- Define data access rules together with the Data Owners,
- Define data quality target together with the Data Owners,
- Represents the Client data domain Lead in group instances.
The Client Data Manager acts as Product Owner for Service Cloud in the context of the ELEVATE program by performing the following tasks:
- Define the Service Cloud product strategy,
- Collect and aggregate the Business requirements with regards to Service Cloud,
- Support new Maisons and new markets roll-out,
- Support and the adaptation of Service Cloud for Client Relationship Center in coordination with the CRC Product Owner, such as for B2B services with the B2B Product Owner,
- Attend agile ceremonies with Group Technology and Integrator's team.
The ELEVATE program enables a portfolio products, scalable & customizable to suit Maisons, Functions & Market needs, blending Salesforce technologies with all touchpoints from emails to WeChat. As such ELEVATE offers:
- One unified global database fueling the clienteling apps that will empower sales associates and any system that will use client information.
- One marketing automation platform that will help design and execute highly personalized sequential multi-channel communications: the client journeys.
- One measurement framework, incl. all methods and means, such as Data Lake - to analyze, optimize and precisely monitor the ROI of our actions.
It includes all group Maisons across 45 markets and will be made its services available to over 10 000 employees. The program was launched in October 2019 and is aimed to be fully completed in its actual scope by early 2023. As of today the program delivery is slightly running ahead of schedule.
Requirements:
- 6+ years' experience within an international work environment
- Mandatory Salesforce Service Cloud certification
Company
With some +35,000 colleagues worldwide, the Group comprises 18 Maisons and two online distributors. We apply our avant-garde mindset, artistic vision and craftsmanship to watch-making, jewellery, writing instruments and high-end fashion and accessories. Each Maison and e-commerce platform functions as an international business with a family feel and is led by an entrepreneurial spirit and respect for tradition, making the Group a game changer in the high luxury industry. Innovation is at our core. Our history is marked by the achievements of our people. They push the limits and turn the ordinary into the extraordinary. By encouraging innovation across our business and making it a priority, we deliver the ultimate high luxury experience. They participate in groundbreaking ventures like the YNAP/Alibaba startup and our own research and development hub Micro city. Focused on the horizon, the Group maintains its position as an established industry leader.
- Location
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Geneva
CH
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