Christian Dior CRM & Client Engagement Senior Manager

About Christian Dior

Christian Dior, founded in Paris in 1946, stands as one of the world’s most influential maisons, uniting haute couture, ready-to-wear, leather goods, fragrance, beauty, and exceptional retail experiences. As an employer, Dior offers a culture shaped by artistic audacity, meticulous craftsmanship, and the pursuit of excellence, where heritage and innovation continually enrich one another. Its teams collaborate across ateliers, studios, boutiques, and corporate functions within an international environment that values elegance, precision, inclusivity, and entrepreneurial spirit. Working at Dior means contributing to a legacy of timeless style while helping define the future of luxury with creativity, discipline, and purpose.

Role & Responsibilities

• Define and translate global CRM priorities into locally relevant strategies, action plans, and measurable KPIs that support business growth and client engagement
• Lead in-depth analysis of client behavior, segmentation, purchase patterns, and engagement trends to maximize business opportunities and inform strategic decision-making
• Lead targeting, execution, and post-analysis for launches, events, call campaigns, gifting, and clienteling actions, ensuring continuous improvement and measurable ROI
• Drive weekly and monthly CRM reporting, clienteling KPI forecasting, and performance follow-up actions to maintain accountability and business visibility
• Enforce stringent client data policies and governance frameworks to ensure the utmost protection and responsible use of client information
• Set strategic direction for boutique clienteling activities and ensure consistent implementation of best practices across all retail locations
• Identify challenges and propose solutions to foster a culture of private appointments and elevated client service across boutiques
• Provide senior-level guidance to boutique teams and store CRM communities to strengthen client relationship-building, outreach quality, and business generation capabilities
• Identify operational needs and partner with headquarters and local teams to enhance CRM tools, data quality, and user adoption across the organization
• Foster a client-centric mindset across office and boutique teams through regular communication, community animation, and best-practice sharing initiatives
• Manage CRM-related cross-functional projects from planning to execution, coordinating stakeholders and ensuring timely delivery with measurable business impact
• Partner with Training and Retail teams to elevate clienteling skills, data literacy, and consistent adoption of clienteling tools among all teams
• Lead gifting and client treatment strategies in line with global guidelines, business priorities, and local requirements to optimize client loyalty
• Manage gifting budgets, monitor cost evolution, and optimize allocation based on client segments, business potential, and return on investment
• Conduct tactical targeting for client events, track and evaluate impact of event attendance, and develop strategic client journeys for future client development
• Lead collaboration with the Client Service Center on local client activities, Japan-specific call campaigns, inquiry trends, and opportunities to improve the end-to-end client journey

Qualifications

• University degree in business, marketing, data analytics, or related field
• Minimum 10 years of experience in Client Development, CRM, Client Relationship Management, retail marketing, or CRM analytics within luxury or premium lifestyle brands
• Proven ability to lead CRM strategy, client segmentation, targeting, campaign performance analysis, and KPI governance at strategic level
• Strong analytical skills with the ability to translate data into clear business insights, recommendations, and actionable plans
• Demonstrated experience leading cross-functional projects and influencing stakeholders across boutiques, office teams, headquarters, and external partners
• Deep knowledge of CRM tools, clienteling platforms, reporting dashboards, and business intelligence software
• Solid understanding of client data governance, privacy policy, data quality standards, and responsible use of client information
• Excellent communication, collaboration, stakeholder management, and presentation skills across diverse audiences
• Expertise in omni-channel and digital CRM, clienteling applications, and digital client engagement initiatives

Skills

Experience

Minimum 10 years of professional experience in Client Development, CRM, Client Relationship Management, retail marketing, or CRM analytics, preferably within luxury or premium lifestyle brands. Candidates should demonstrate proven success in leading CRM strategies, managing large-scale client initiatives, and driving measurable business impact through client engagement programs.

Education

University degree in business, marketing, data analytics, or a related field is required.

Workplace

Culture

Christian Dior fosters a culture of refined creativity, exceptional craftsmanship, and continuous innovation, where teams are encouraged to uphold the Maison’s heritage while shaping the future of luxury. As an employer, it offers a dynamic and exacting environment that values collaboration, excellence, and the development of talent across artistic, retail, and corporate disciplines.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.