CRM & Client Development Associate Manager

Position

The CRM & Client Development Associate Manager is in charge of the end-to-end client journey within the market. In alignment with the Omnichannel manager the role will participate in shaping how clients build, experience and celebrate their relationship with the Maison throughout their lifetime.

Beyond driving CRM and Clienteling excellence, this position acts as the market’s cultural ambassador, translating local client behaviors, rituals, aspirations and emotional expectations into strategic recommendations that influence the entire client ecosystem—from retail experience and architecture to merchandising, communications, events and training.

Working cross-functionally across Retail, Marketing, Merchandising, Training, Client Relations and HQ teams, this role orchestrates a seamless omnichannel experience that strengthens client loyalty, advocacy and lifetime value.

Job responsibilities

Key Responsibilities

Client Engagement Strategy & Vision: Define with the Omnichannel Manager and execute the market’s client engagement strategy, translating global vision into locally relevant, high-impact experiences across the entire client journey (acquisition, development, loyalty, advocacy). Own critical client KPIs including NPS, Client Lifetime Value, Loyalty, Engagement rates, Omnichannel interaction, and CRM performance.

Cultural Insights & Advocacy: Act as the voice of the local client, deeply understanding market luxury culture, client expectations, and emerging trends. Provide strategic guidance to cross-functional teams (Retail, Marketing, VM, Training, etc.) to ensure all client-facing decisions reflect local cultural nuances.

CRM & Clienteling Oversight: Drive the market’s CRM and clienteling strategy. Oversee the clienteling calendar, campaign execution, and activation plans. Monitor performance, identify improvements, and disseminate best practices to optimize boutique teams’ use of CRM tools and insights for business growth and client loyalty. Serve as the primary coordination point for all CRM and client engagement initiatives between local teams and Headquarters.

Client-Centric Ecosystem Development: Champion client-centricity across the organization. Partner with Retail, Marketing, Merchandising, Training, and other functions to embed client insights into strategic decisions, aligning teams around the shared ambition of creating exceptional experiences and long-term client value.

Profile

• Senior professional with 7-10 years in luxury client engagement, CRM, and clienteling strategy development.
• Drives strategic client journey optimization, translating global brand vision into impactful local market experiences to enhance loyalty and business performance.
• Expert in leading CRM programs, optimizing omnichannel client experiences, and fostering a robust client-centric culture.
• Proven ability to leverage data analytics for performance improvement and influence cross-functional teams to achieve strategic client engagement objectives.

Additional information

• Client Relationship Management (CRM) Strategy & Execution
• Clienteling Expertise
• Omnichannel Strategy & Implementation
• Market & Cultural Intelligence (Luxury Sector)
• Data Analysis & Performance Monitoring (KPIs: NPS, CLTV, Loyalty)
• Strategic Planning & Vision Setting
• Cross-functional Leadership & Influence
• Stakeholder Management
• Program & Campaign Management
• Communication & Presentation Skills
• Business Acumen