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About the role
Key responsibilities & impact- Lead the planning and execution of global omnichannel client activations aimed at recruiting, retaining and upgrading clients, targeting both existing and prospective audiences.
- Oversee the full 360° client activation process, including budget ownership, client selection, objective definition, timeline planning, execution, performance tracking and post-activation follow-up.
- Curate meaningful and exclusive VIC experiences designed to strengthen loyalty and deepen emotional connection with the brand.
- Partner cross-functionally with Retail, Merchandising, Visual Merchandising and Marketing teams to ensure full alignment with brand values, business priorities and experience objectives.
- Coordinate regional execution to guarantee a consistent, elevated and brand-coherent client experience across all markets.
- Conduct market research to identify venues, partners and tailored activation formats, ensuring the highest quality standards while maintaining cost efficiency.
- Develop structured omnichannel client journeys across multiple touchpoints, combining 1-to-1 and 1-to-many engagement initiatives.
- Design and manage client outreach strategies across CRM client clusters, overseeing calendar planning, client targeting, execution and performance monitoring.
- Collaborate closely with Marketing, Merchandising, Retail and eCommerce teams to deliver client communications that are impactful, brand-aligned and consistent across regions.
- Oversee client database management, ensuring data accuracy, consistency and quality across all regions.
- Define, monitor and analyze CRM KPIs to track client recruitment, retention, conversion and upgrading across all segments.
- Collaborate with the Training team to equip Store Teams with the right tools, guidelines and best practices to support effective client engagement and structured follow-up.
- Support the global rollout of new CRM and clienteling features, ensuring clear communication, alignment and adoption across regions.
- Work closely with Business Intelligence, IT and Retail teams to enhance CRM reporting and data insights.
Requirements
What you’ll need- Minimum 5 years of experience in CRM and/or Customer Experience roles.
- Proven background in CRM / Customer Experience environments, preferably within the luxury industry.
- Strong understanding of client engagement strategies, omnichannel journeys and client development dynamics.
- Fluency in English, both written and spoken.
Benefits
Comp & perks- N/A 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
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Hard Skills & Tools
CRMclient engagement strategiesomnichannel journeysclient database managementperformance trackingmarket researchKPI analysisclient outreach strategiesbudget managementdata insights
Soft Skills
leadershipcollaborationcommunicationorganizational skillsstrategic planningclient relationship managementcross-functional teamworkproblem-solvingattention to detailadaptability