International CRM Manager

Job Description

International Crm Manager | Swatch Group

The Tone:
This is a full-time role at Omega, located in Biel/Bienne, Switzerland (Bern). Omega is a prestigious global brand with over 170 years of commitment to quality, precision, and innovation, known for crafting some of the world’s finest watches, defined by industry-leading technology and timeless aesthetic appeal. This role is crucial for reinforcing the Customer Relationship Management team, enabling future colleagues to contribute their talents, ambitions, and inspiration to an international brand.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Switzerland(Bern)

• Team: Part of the Customer Relationship Management team
• Mission: Define the CRM roadmap and develop the global CRM strategy to support customer acquisition, retention, reactivation, and loyalty, aligning with overall business and brand objectives.
• Tech Stack: Microsoft technologies (Dynamics 365 CRM, Power Platform, Azure)

What You’ll Actually Do
• Define Strategy: Define the CRM roadmap and align it with business and brand objectives.
• Develop Global CRM: Develop the global CRM strategy to support acquisition, retention, reactivation, and loyalty.
• Oversee Projects: Oversee CRM projects end-to-end, ensuring prioritization, delivery, and quality, while coordinating between business, retail, and technical teams.
• Execute Campaigns: Plan and execute multi-channel CRM campaigns with a luxury tone and storytelling, defining segmentation strategies such as VIP, HNW, collectors, and prospects.
• Lead Team & Reporting: Lead and develop a team of business and technical experts, monitoring CRM KPIs, and developing dashboards and reporting.

The Must-Haves
• Background: Bachelor or Master’s degree in IT Engineering, Business Administration, or Data science with a managerial level of experience. This includes a strong understanding of Sales, Customer Service, and Marketing processes.
• Experience: At least 5-8 years of experience in a similar CRM role, with experience in change management and user adoption. Experience in luxury watches or premium lifestyle brands is also required, along with a strong understanding of high-net-worth client expectations.
• Skills: Knowledge of Microsoft technologies (Dynamics 365 CRM, Power Platform, Azure), the ability to facilitate collaboration between business and technical teams, strong leadership skills, a structured mindset, a results-oriented approach, and awareness of data governance and regulatory compliance requirements, including GDPR. Excellent communication skills in both fluent French and English are essential.
• Bonus: Any additional language is an asset.