Richemont CRM and Clienteling Manager

About Richemont

Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.

Role & Responsibilities

• Develop market-relevant clienteling plans to strengthen client recruitment, engagement, retention, and loyalty.
• Partner with Client Experience and Customer Development teams to improve key touchpoints and client experiences.
• Use client segmentation and behavior to shape campaigns, VIP actions, and follow-up opportunities.
• Work with boutique and wholesale teams to embed clienteling tools, routines, and best practices.
• Lead monthly client performance reviews with Area and Store Managers and support action planning.
• Coordinate with Retail, Marketing, Merchandising, Commercial Performance, the NEA management team, and HQ.
• Analyze sales, customer behavior, segments, and trends to identify opportunities and risks.
• Maintain dashboards and track core KPIs, including data capture, conversion, retention, repeat purchase, and customer growth.
• Assess campaign results and translate findings into practical recommendations.
• Maintain accurate, complete, and compliant customer data across retail and wholesale networks.
• Coordinate data cleansing, enrichment, and consistent collection standards.
• Support CRM maintenance, enhancements, and related operational projects.

Qualifications

• Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or a related field.
• Luxury watch and jewellery or luxury fashion experience is strongly preferred.
• Advanced Excel and PowerPoint skills, including PivotTables, VLOOKUP, and Power Query.
• Experience with Looker Studio or similar visualization tools.
• Experience with Salesforce, SAP CRM, or comparable platforms.
• Familiarity with Instagram, KOS, WeCom, and LINE.
• Ability to translate data into clear commercial actions.
• Strong communication and stakeholder management across boutiques, functions, and HQ.
• Fluent English and Chinese; Cantonese and Mandarin preferred.
• Customer-centric, field-oriented, collaborative, and accountable.

Skills

Experience

8+ years in CRM, clienteling, customer insights, business intelligence, or data analytics.

Education

Bachelor’s degree in business, analytics, marketing, economics, mathematics, statistics, or a related field.

Culture

Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.

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.