CDD - Client Engagement Manager (H/F)

Depuis 1964, Alaïa est une Maison de Couture parisienne, avec une âme Couture et un sens intemporel de la beauté. Azzedine Alaïa, maître légendaire de la coupe, a changé le look de la mode dans les années 80 avec ses silhouettes sculpturales. Aujourd'hui, le directeur artistique belge Pieter Mulier, perpétue sa quête de perfection et de modernité, partageant les mêmes compétences techniques et la même passion pour les arts. Des créations axées sur la forme et des mailles emblématiques sont sculptées sur le corps, créant des interprétations uniques de la beauté libre des femmes. 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