Longines CRM and Customer Experience Manager

Saint-Imier • Switzerland

Friday, February 21, 2025

Longines, a distinguished Swiss watchmaker established in 1832 and headquartered in Saint-Imier, is renowned for its commitment to tradition, elegance, and performance. As a member of the Swatch Group, the world's leading watch manufacturer, Longines has built enduring relationships within the sports world, serving as a timekeeper for global championships and a partner to international federations. The brand, symbolized by its winged hourglass emblem, is present in over 140 countries, offering timeless elegance through its exquisite timepieces.

1. Lead the customer strategy to enhance client engagement and instill a customer-centric culture at Longines.
2. Ensure consistency in customer excellence and implement a robust CRM strategy.
3. Coordinate with Retail and Marketing/Trade Marketing departments to provide necessary assets for retail points of sale.
4. Develop customer journey guidelines in collaboration with the Marketing department, addressing key aspects such as staff appearance, store ambiance, and additional services.
5. Ensure the execution of customer experience standards.
6. Develop and implement a CRM strategy tailored to the brand's specifics to optimize client engagement and loyalty.
7. Manage the customer database by collecting, analyzing, and segmenting client data for actionable insights.
8. Analyze CRM initiative performance using KPIs such as retention rate, customer lifetime value, and campaign ROI.
9. Optimize CRM activation budgets and participate in team training to maximize engagement.
10. Organize and execute a schedule of events at Longines boutiques, ensuring flawless coordination with the Marketing department.
11. Analyze event ROI and identify best practices.
12. Ensure merchandising quality at points of sale and collaborate with Trade Marketing for campaign implementation and decor material follow-up.

1. Bachelor's degree in a commercial discipline or equivalent qualification.
2. Continuous education in sales, negotiation, communication, and/or customer marketing.
3. Proven experience (minimum 5 years) in retail and the luxury watch or luxury industry.
4. Strong understanding of international socio-economic and cultural dynamics with the ability to analyze regional specifics.
5. Proficiency in MS Office suite.
6. Knowledge of CRM tools and Salesforce is advantageous.

1. Organized, flexible, and autonomous.
2. Ability to manage stress and prioritize effectively.
3. Strong communication skills and cultural adaptability.
4. Customer-oriented with strong analytical capabilities.
5. Demonstrates leadership qualities.

A minimum of 5 years of confirmed experience in retail and the luxury watch or luxury industry.

Bachelor's degree in a commercial discipline or equivalent qualification.

Competitive benefits package including opportunities for professional development and engagement in a prestigious international brand.

Longines fosters a culture of elegance, tradition, and performance, emphasizing customer-centric values and international collaboration. The workplace environment encourages innovation, cultural adaptability, and leadership in the luxury watch industry.