The Challenge
Piaget, a Richemont luxury house, needs a CRM Manager to own the Americas clienteling strategy and drive omnichannel customer experience across retail, e-commerce, and partner channels. You'll translate global CRM vision into local execution while building a data-driven culture that maximizes client lifetime value.
Your Mission
Audit current CRM implementation across Americas market; identify gaps vs. global best practices and present remediation roadmap to Head of Marketing
Launch CRM training program for all commercial teams (retail, e-commerce, partners) covering clienteling protocols, data standards, and client treatment
Establish baseline metrics: client acquisition cost, retention rate, average client spend by channel; set Q2-Q4 targets
Map client segments and define tiered engagement strategies (VIP, loyal, at-risk) aligned to Piaget's luxury positioning
Execute 2-3 major clienteling activation campaigns with measurable lift in client engagement and sales attribution
Build analytics roadmap with predictive modeling (churn risk, next-best-offer, lifetime value); deliver first insights report to EXCO
Operationalize omnichannel client view: integrate retail POS, e-commerce, and partner data into unified CRM platform with proper governance
Design and launch partnership evaluation framework; close 3-5 high-ROI partner activations with documented incremental revenue
KPIs You'll Own
Client Retention Rate
Month-over-month retention by segment; target luxury baseline of 70%+ annual retention
Client Lifetime Value (CLV)
Average revenue per client across retail, digital, and partnerships; track lift from CRM programs
Clienteling Engagement Rate
% of sales staff actively using CRM tools and executing personalized outreach; target 80%+ adoption
Program ROI
Revenue attributed to CRM-driven campaigns (gifting, activations, partnerships) divided by program spend
Data Quality Score
Completeness and accuracy of client records; target 95%+ clean database
Tools & Stack
Your Team
Your Manager
Head of Marketing & Communications
Current Team
CRM, retail, e-commerce, and partner marketing teams across Americas (team size not specified; likely 8-15 direct + matrix)
Backfill or new strategic hire for expanding CRM function
The Package
Salary
$110K-$140K base
Variable
Likely 15-25% bonus tied to CRM KPIs and client acquisition/retention targets
Remote
On-site in New York, NY; occasional travel for boutique activations and HQ meetings (est. 10-15% travel)
Benefits & Perks
Company Intelligence
Piaget is a Swiss luxury watchmaker and jewelry house, part of the Richemont Group (CFRUY). The company operates a global omnichannel business with flagship boutiques, e-commerce, and partner networks. You'll be part of the Americas marketing organization driving customer-centric growth.
Founded
1874
Funding
Public (Richemont, traded on NYSE and LSE)
Customers
High-net-worth individuals, luxury watch/jewelry collectors, tourist clients
Culture
Luxury brand discipline with global best-practice rigor; emphasis on client relationships and data-driven decision-making
Is This Role For You?
- You've managed CRM strategy or customer lifecycle programs at a luxury, retail, or B2C brand; experience with omnichannel integration is a plus
- You're comfortable translating HQ strategy into local execution and can influence cross-functional teams (retail ops, e-commerce, partnerships) without direct authority
- You love data—you can design analytics roadmaps, interpret cohort analysis, and turn insights into actionable programs
- You've driven adoption of CRM/sales tools before and can combine training, incentives, and best-practice sharing to get 80%+ team buy-in
- You thrive in a structured, global organization and can balance strategic thinking with hands-on execution (e.g., managing gifting programs, attending partner activations)
- You need full remote work; this role is on-site in NYC with travel to boutiques and HQ meetings
- You're looking for a pure technical CRM admin role; this is a strategic business leader position that requires client insights, program design, and cross-functional influence
- You don't have experience in luxury, retail, or consumer brands; the luxury sales mindset and high-touch client experience model is core to Piaget's DNA
Interview Process
Screening call
30 min with recruiter: CRM background, omnichannel experience, and interest in luxury retail
First round
60 min with Head of Marketing & Communications: strategy alignment, market understanding, and how you'd approach the Americas CRM roadmap
Case study
Design a 6-month CRM strategy for a fictional market: client segmentation, campaign ideas, analytics roadmap, and ROI projections
Cross-functional panel
45 min with retail ops, e-commerce, and regional commercial team leads: collaboration style, tool adoption experience, and change management
Final round
30 min with Richemont/Regional EXCO stakeholder: culture fit and alignment on global CRM vision
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.