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 80's 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 Maison’s 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 Maison’s 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 Maison’s 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 team’s operating budget
Skills Required
- Define and implement a global clienteling strategy aligned with growth objectives
- Business ownership of Clienteling and CRM platforms, including leading platform enhancements and global rollouts
- Leverage client data and partner with Data and Analytics to improve data quality, segmentation, and insights
- Design and lead personalized client engagement journeys, outreach and activation programs, and newsletter strategy
- Drive retail adoption through standards, training programs, and capability building with regional teams
- Lead design and global rollout of NPS/NSS program and convert feedback into in-store improvements
- Define targets, build performance dashboards, measure ROI, and present insights to commercial leadership
- Team management experience (managing permanent, apprentice, intern and external partners) and budget ownership
- Experience working with omnichannel transformation and collaboration with IT or group teams
What We Do
Richemont is a leading luxury goods group that owns prestigious Maisons recognised for excellence in jewellery, watches, fashion and accessories. Its central and regional functions guide, support and challenge these Maisons and businesses, helping them design timeless creations and innovative services while preserving their unique heritage. The Group also helps them thrive in new and existing markets, maintain high service standards and embed sustainable practices across operations.
