Global CRM and Customer Journeys Manager

Job description

Breitling stands apart from other watch brands with its focus on casual, sustainable and inclusive luxury. We are looking for a Global CRM and Customer Journeys Manager to join our #Squad.

At this position, you are responsible for the definition and rollout of Breitling global CRM & Clienteling strategy across channels. You are the brand’s CRM and Customer Journeys champion and are responsible for Customer Journeys and Clienteling initiatives to recruit new clients and increase retention of existing customers. You report to the Global Customer Engagement Lead and drive cross-functional collaboration with our global teams and our affiliates. You manage an Omnichannel CRM Specialist.

Your responsibilities:

  • CRM & Clienteling
    • Elaborate and rollout the global Clienteling and CRM strategy
    • Identify and leverage client touchpoints to maximize data capture and engagement opportunities across channels
    • Manage the global CRM database (Salesforce Sales Cloud) in close collaboration with the IT team: Update, cleaning, optimization, GDPR etc
    • Develop customer segmentation and implement clienteling interactions per segment from recruitment to retention and loyalty
    • Drive forward Breitling Customer Journeys strategy. Must be able to technically implement campaigns in Journey Builder in Salesforce Marketing Cloud, as well as their associated modules
    • Oversee the Email Marketing activities from global calendar and translations to implementation in Salesforce
    • Lead Test & learn strategies across all CRM & Clienteling initiatives to continuously improve performance and drive innovation
    • Conduct benchmarks to collect best practices, stay close to innovations and implement new initiatives
    • Manage the budget for key CRM activities
  • Reporting
    • Create relevant reports and dashboards to measure the global performances and ROI of all CRM & Clienteling activities across channels
    • Monitor the performance of CRM & Clienteling omnichannel KPIs and produce in depth analysis
    • Improve the brand customer knowledge and increase visibility of reports and insights to feed internal cross-functional strategies

Job requirements

Your profile:

  • 7+ years’ experience in CRM, client data, email management, clienteling and omnichannel programs
  • Previous proven experience in luxury or watch industry in a global role
  • Strong experience with Salesforce Marketing Cloud, Journey builder and Salesforce Sales Cloud require
  • Excellent analytical skills and data-driven thinking
  • Highly collaborative and adaptable with strong communication skills working effectively across different teams and cultures.
  • Previous experience of Agile methodology is a plus
  • A proactive member of the team, working towards achieving tasks set
  • Fluency in English, both in oral and written communication, additional languages are valued

At Breitling, we are:

  • Entrepreneurially-minded
  • Doers and results-driven
  • Innovative thinkers
  • Explorers and experimenters
  • Ethical and inclusive
  • Inspired by heritage and craftsmanship