CDD - CLIENT ENGAGEMENT MANAGER
Overview
To support the company growth strategy, the Client Engagement Manager is responsible for defining and leading the global Clienteling strategy, driving client retention, customer lifetime value, and excellence in Client Engagement across all touchpoints.
This strategic and hands-on leadership role aims to position Clienteling as a key growth driver by fostering a strong client-centric culture, implementing best-in-class tools and processes, and delivering highly personalized experiences aligned with the Maison's DNA.
The Client Engagement Manager will work closely with the Head of VIC, Retail, Marketing, E-commerce, CRC, Merchandising, and regional teams to ensure a consistent and impactful Clienteling approach worldwide.
Key Responsibilities
Define and Lead the Global Clienteling Strategy
Develop and implement the Maison's global Clienteling vision in line with business growth objectives
Establish Client Engagement standards and best practices across all markets
Build and execute 3YP roadmap focused on client retention, loyalty, and customer lifetime value
Drive Client Knowledge and Insights
Leverage client data to identify growth opportunities
Monitor key client metrics related to acquisition and client lifetime value
Partner with Data and Analytics teams to enhance client data quality, governance, and utilization
Define new client segmentation framework and associated engagement plans
Define personas in collaboration with Communication team
Develop Clienteling and Engagement Programs
Develop personalized engagement journeys throughout the client lifecycle
Oversee outreach strategies, client activation programs, and personalized communication initiatives tailored to client segments
Lead newsletter strategy in collaboration with key stakeholders
Ensure global consistency while allowing for relevant local market adaptations
Foster Retail Excellence and Field Adoption
Drive adoption of Clienteling and promote a strong client-centric culture across retail teams worldwide
Define Clienteling standards, methodologies, and operational guidelines
Partner with Retail Excellence and Learning teams to develop training programs and capability-building initiatives
Support regional teams in achieving Clienteling objectives and performance targets
Lead Clienteling Tools and Innovation
Act as the business owner for Clienteling and CRM platforms
Identify and lead technological enhancements that improve both client experience and team productivity
Collaborate with Richemont teams & IT on omnichannel transformation projects
Lead the design and global rollout of the Maison's NPS & NSS program, transforming Client feedback into continuous in-store client experience improvements
Monitor and Drive Performance
Define Clienteling targets and performance dashboards
Track regional performance and identify opportunities for continuous improvement
Measure the ROI and business impact of Clienteling initiatives
Present performance insights, recommendations, and strategic updates to the commercial team and CODIR
Team management
Management of the team: 1 permanent role, 1 apprentice, 1 intern and external partners
Own the Clienteling team's operating budget
Since 1964, Alaïa is a legendary Parisian Couture Maison, which, beyond fashion, reveals the power of femininity and the timelessness of beauty in the spirit of its namesake creator.<br> <br>Open to inspiration from all cultures and artistic fields, the free and uncompromising mind of Azzedine Alaia still imbues the Maison’s invention in all things.<br> <br>At its heart, the ateliers perpetuate Alaïa's pioneering approach to the body as sculpture; crafting through fabric, cut, and silhouettes, limitless interpretations of a woman's beauty.<br> <br>Mythical creations that move from day to evening are sculpted in innovative materials and in its legendary knit. They reflect both allure and comfort, structure and fluidity, as an ode to a universal femininity.