Position The resource is responsible for driving the development, evolution, adoption, and business performance of Maison's CRM and clienteling digital products. The role acts as the key business owner of CRM tools, partnering closely with CRM, IT, Retail Ops, and regional teams to ensure that clienteling solutions effectively support Client Advisors in delivering exceptional client experiences and achieving business objectives. The resource is responsible for driving the development, evolution, adoption, and business performance of Maison's CRM and clienteling digital products. The role acts as the key business owner of CRM tools, partnering closely with CRM, IT, Retail Ops, and regional teams to ensure that clienteling solutions effectively support Client Advisors in delivering exceptional client experiences and achieving business objectives.
Job Responsibilities
Own the digital product roadmap based on the clienteling business vision, priorities and requirements defined with the Clienteling & Client Development Manager and the continuous enhancement of CRM and Clienteling tools,

including the Clienteling App. Translate business needs into functional requirements and coordinate implementation with IT and external partners. Lead the development of recommendation engines and AI-powered clienteling capabilities.
Monitor tool adoption, user engagement, and business impact, identifying opportunities for continuous improvement. Define and deliver tool-specific training, release communication and digital change management initiatives, in partnership with the Clienteling & Client Development Manager, who owns clienteling methodologies and business capability-building,to support successful adoption across markets. Oversee the CRM helpdesk activities, ensuring an effective and seamless user experience.
Own and continuously enhance the Store and Client Advisor Competence Algorithm. Partner with CRM and Retail regional teams to promote best practices and maximize clienteling

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