At Cartier North America, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

MAIN PURPOSE

Work together with boutiques and watch specialists in Latin America and the Caribbean and Brazil to provide excellence in luxury experience to end-clients by implementing Cartier’s ‘Customer Relationship Management’ strategies and adapting them as needed to the unique client base of each market.

Work with a collaborative approach towards all the departments within the offices as well as with the Client data analyst. Exchanging and sharing best practices on a monthly basis with Mexico and Brazil team on any CRM strategy and actions.

Key Responsibilities

C.R.M. Actions strategy

• Confirm with the external/internal boutiques and POS the actions strategy for the year
• Implementation of Cartier’s client segmentation strategies when coordinating these
• In charge of the CRM budget
• Work in collaboration with the Event department who will be the one executing these actions
• Share CRM best practices with Brazil and Mexico.

VIP: Recruit and develop a large portfolio of HNWI

• Identifies the VIP local prospects and creates a database for each market in the region
• Work in collaboration with the Prestige person
• VIP analysis

Implementation of C.R.M. Programs+Database

• Place orders, implement and keep track of CRM programs and strategies in LAC and Br boutiques & watch specialists
• Manage the ordering of CRM Gifts and inventory, along with the Welcome Book Program, Greeting Cards, Diamond Tools, and any additional stationary
• Edition & Direct Marketing: Defines annual quantities required according to target and guarantees the respect of the sending time and execution of mailings (book and mailers).
• Work with Supply chain and Retail teams to ensure proper and timely allocation and shipping
• Implementation and management of the G.O.A.L. Program (Target program) in IB and EB boutiques, POS,E-commerce database
• Collaborate with Retail team to support on the management of their local database
• Share best practices with Mexico

C.R.M. Budget Management

• Manage a CRM Sales Expense budget for CRM Actions, Email Blasts, as well as miscellaneous sales expenses related to CRM Gifts and other tools.

CRM digital (E-mail blasts and Campaigns activation)

• Responsible for managing CRM campaigns activations/e-mail blasts by using SalesForce and collaborating with RAPP Agency
• Working with RAPP agency and SalesForce for the scheduling and deploying email blasts and e-newsletters to end-clients and pulling the analysis on the performance of the campaigns
• Work with RAPP to create “local email blast initiatives” based on needs of the LAC/Br market
• Identifies and launches e-CRM local actions (acquisition, email blast, new services…) with careful attention on the translation, local legislation, and privacy policy
• Manages and updates the Yearly e-CRM local plan, according to the global plan and liaises with communications and marketing teams to ensure campaigns are in line with strategic launches and product deliveries
• Manage the MyClient clienteling application to ensure all team members are adequately trained, that the application is functional, and trouble shoot any issues that may arise.
• Analyze (in collaboration with the Client Analyst) the reporting of the MyClient application to ensure boutiques are meeting their yearly KPIs

Trainings & Seminars

• Responsible for communicating/training on new CRM strategies across our channels (EB/IB boutiques and specialists)
• Responsible for communicating new CRM strategies and practices via oral presentations to partners during any or Retail seminars.
• Responsible for communicating new CRM strategies and practices via oral presentations internally in Post-World meeting presentations.

Strategic Plan & Action Planning

• • Complete/contribute to the CRM-related portions of the yearly Strategic Plan, including the role CRM will play in each product launch, special CRM initiatives suggested for the upcoming year, etc.

Reporting (in collaboration with Client Analyst)

• Responsible in setting and achieving KPI’s for all boutiques, and any C.R.M.-related reporting to the International C.R.M. team, including regional best practices, G.O.A.L. reporting, ROI resulting from C.R.M. initiatives + Target program
• Monitor Booster improvements in collaboration with the Client analyst, as well as in CDB (Br) and SAP.

Incentives

• Set-up, communicate and follow-up CRM incentives if/when needed.

Special Projects and Roles

• Special committees as needed for product launches, new programs, etc.

Qualifications

Education

• Bachelor’s degree in the Marketing field required. Master’s degree preferred.

Required Experience

• 3 years’ experience in similar role particularly related to client relations, jewellery, strategic planning and/or project management.

Technical Skills/Abilities

• Full proficiency in Excel and PowerPoint.
• Fluent in English and Spanish required – French & Portuguese a definite plus.
• Detail oriented, with high organizational skills.
• High interpersonal skills with service minded nature and outgoing personality.
• Dynamic with team spirit to coordinate with other departments.
• Strong public speaking skills.
• Meet challenges with resourcefulness.
• Proactive approach when managing the lines.
• Solutions driven and generates suggestions for improvement.