Director Client Experience in Hamburg bei Montblanc

“As a Client Experience Director, you will drive the maisons transformation to a client centric way of working across the whole organization thereby delivering high client satisfaction (e.g. measured by NPS), increased customer retention as well as drive efficiencies and commercial success across the whole client journey. Your ambition will be to build a seamless client journey across all touchpoints with a state of the art client experience connecting to the brand values and image.” - Marie-Theres, Chief Digital Officer

How you will leave your mark:

Client experience

• Client journey mapping and definition from awareness, consideration, purchase, retention and reactivation across all relevant touchpoints (e.g. Digital .com and social media, Retail, CRC, WHSL) thereby driving client acquisition, retention and loyalty strategies.

Client engagement

• Own and drive Montblancs CRM strategy and activities which includes the roll-out of a global CRM platform and tooling in close collaboration with RIC Mkt Teams; define & execute CRM activation / campaign strategies across channels based on client segmentation and insights; clienteling journey definition and content delivery; responsible for the global Customer Relationship Center (strategy, tooling, operational guidelines & procedures, KPIs & service levels, process improvements, org design & set-up, phone sales)

Client knowledge & development

• Build in close cooperation with the Digital Data team CRM reporting & dashboarding, client insights & analysis; drive the NPS program & action plan across the whole organization; facilitate best practice sharing & learning; establish compliance & governance across client data & access; be the expert and go to person within the organization in regards to client data & insights

Client culture

• Influence the cross-company vision & excitement of how to deliver a differentiating branded client experience; encourage Montblanc community involvement & ownership on initiatives by sharing vision and connecting to key stakeholders; engage actively with the brand & stakeholder community through various communication channels.

Stakeholder & Reporting line

• You will coordinate with all internal stakeholders such as Retail, Digital, Communication, IT, HR, Regions & Markets in order to keep fine-tuning the client’s experience as well as execute the client strategy.
• You will report to the CDO

How you will experience success with us:

• 10+ years DTC experience in ecommerce & omnichannel & CRM
• Excellent strategic vison and conceptual strenghs to develop and implement global strategies
• Track record in driving client engagement and loyalty, demonstrating acute understanding of client life-cycles
• Deep knowledge in client analytics and data driven marketing, including success using these tools (Data-driven mindset and an aptitude for technology)
• Ability to understand business objectives and align CX accordingly
• High flexibility: ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environment
• Entrepreneurial mindset, independent, hands-on, able to prioritize, results oriented and structured

How we will inspire you:

At Montblanc we combine apparent opposites. Next to tradition and the pioneering spirit of our early days, we therefore focus on innovation and continuous development, not only concerning products. Always at the heart of everything: our employees. The diversity of our employees brings a fresh array of perspectives to the table and is something we're particularly proud of. As we're embracing workplace diversity, we are strive to create a work environment with a variety of genders, nationalities, cultures, sexual orientations and generations. We include people with and without disabilities. Become a part of us and leave your mark at Montblanc.

How we keep you smiling:

• International environment and develo