CDD Client Engagement Manager (HF)

Since 1964 Alaïa is a Parisian Fashion Maison with a Couture soul and a timeless sense of beauty.
Azzedine Alaïa a legendary master of cut changed the look of fashion in the 80s with his sculptural silhouettes.Today the Belgian Creative Director Pieter Mulier perpetuates his quest of perfection and modernity sharing the same technical skills and passion for arts.Shape driven creations and iconic knits are sculpted on the body crafting unique interpretations of the free beauty of women.

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 Maisons 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 Maisons 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 Maisons 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 teams operating budget