Program Director CRM - Richemont

Paris, France
16 Jul 2020
22 Oct 2020

The Program Director is responsible for a group wide strategic CRM program and its business value delivery.

This program called ELEVATE 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.

The Program Director scope of work and responsibilities:
  • Defines and communicate a compelling program portfolio & product vision and strategy,
  • Communicate current business context, including milestones and significant external commitments and dependencies,
  • Is responsible for scope management, quality, deployment options, releases and market considerations,
  • Is responsible for the program budget, esp. the respect of the C.A.R.
  • Consolidates & Analyze program risks : Identify, register and classify risks and issues in a respective log
  • Leads the Adoption (Program induction, Vision Labs, Business Processes design, Communication, etc),
  • Leads the strategic partnerships with the technology vendors, in particular Salesforce.

The ELEVATE Program Director reports to the Group Client Director.

  • 10+ years' experience within an international work environment
  • Mandatory Salesforce knowledge, experience on delivering WeChat, Line or Kakao based communication project a plus.
  • Extensive experience in Project/Program delivery