Senior Client Engagement Manager
The Senior Client Engagement Manager is responsible for overseeing and refining client lifecycle strategies across all regions, channels, and touchpoints. This role ensures seamless and personalized client experiences at every stage of their journey to drive business impact and client engagement.
About the Role
This position delivers a holistic approach to end-to-end client engagement and conversion across all touchpoints by orchestrating meaningful interactions throughout the client lifecycle journey.
* Oversee the overall Client Lifecycle strategy across all regions, channels, touchpoints, and networks.
* Collaborate with regional teams to guide and support their Client Lifecycle strategies.
* Work closely with performance teams to monitor performance and technical efficiency of Client Lifecycle journeys, identifying areas for continuous improvement.
Ongoing Projects
Worldwide Reactivation Journey Go Live in December
Coordinate the Worldwide implementation with external agencies, regions, and performance teams.
New Re-engagement Journey roll-out throughout the year
Coordinate the roll-out with interested regions, external agencies, and performance teams.
Existing Client Lifecycle Journeys continuous improvement
Prospects Conversion, Retention, High-end Retention, Cartier Care based on:
* Performance Analysis: Coordinate with Performance team the Quarterly Client lifecycle Insights & Competition Benchmarks
* Latest Innovations: Develop new Campaign features (for instance through Movable Ink) and coordinate with Client Marketing Platform team on Innovations (MC Personalization, AEM6 Migration, New Channels)
* Latest Content: Coordinate with Communications team the update of Content within Journeys to stay compliant and relevant (new Brand Statement, Assets end of rights, Regular Always-on Assets production)
Cartier Care: Contribute to the Cartier Care strategy by ensuring the operational monitoring and continuous improvement of Cartier Care Journeys; participate to Cartier Care committees.
Key Responsibilities
Client Moments of Truth
Ensure key