Customer Journey Manager (80-100%)

Shaped by our founding story and inspired by the people we work with, we seek individuals who stand up for what they believe in. As a company, we are bold and dynamic, driven by passion and excellence. Together, we think and act future-oriented, continue to innovate, and push boundaries in a traditional industry. With us, you can be your true self. «We Empower, we Exceed, we Engineer».

To join our Customer Journey Team at our headquarters in Schaffhausen we are looking for a

CUSTOMER JOURNEY MANAGER (80-100%)

Duration: Permanent
Start: As soon as possible

The focus of the Customer Journey Manager is to understand our customers' journeys, engineer the best customer experience based on data and supported by the right set of tools, and ensure that the tools across all touchpoints are running smoothly.

YOUR MISSION AT IWC.

Understand our customer's journeys:

• Identifying make or break points of our cross-channel customer journeys based on data and insights.
• Analyzing performance of our automated marketing journeys supporting the overarching cross-channel customer journey.
• Setting and tracking KPIs along the customer funnel.

Drive customer tools implementation:

• Following all new trends, features & innovation in the space.
• Defining how technology can support in providing a superb experience.
• Collecting needs from business owners, formalizing into business requirements.
• Orchestrating releases, from project & change management to testing and successful go-live.
• Creating appropriate documentation to train markets, manage a community of champions.
• Engaging in proactive change management across HQ, group, and local market stakeholders.

Maintain and launch marketing journeys:

• Identifying and constantly challenging ideal set of automated journeys based on data.
• Making sure the automation flows are executed correctly in Salesforce marketing cloud.
• Making sure the content is relevant and up to date, driving the implementation of assets.
• Initiating new innovations to the journeys: next-best action, personalization, new channels, A/B testing.
• Coordinating the implementation with all stakeholders, aligning project roadmaps.

HOW YOU BECOME PART OF THE JOURNEY.

• University degree in the faculties of marketing, digital marketing & transformation, economics, business, data management/science, and/or similar.
• You are very proactive with a strong sense of ownership.
• Interest in the luxury industry and its customers.
• Profound prioritization-skills to manage multiple projects and tasks simultaneously.
• Data driven and extensive knowledge on how to assess customer journey performances.
• Professional experience of minimum 3 years in the areas of customer experience (CX), CRM or digital marketing.
• Salesforce understanding is desired, coupled with the experience in setting up and maintaining customer journeys.
• Business fluency in English. German and/or French language skills are a plus.

WHAT YOU CAN EXPECT FROM US.

IWC offers you a challenging working environment: rooted in Switzerland, but operating successfully internationally. We combine tradition with innovation and attach great importance to change management, training and further education as well as personal development. Find below a selection of fringe benefits provided by us:

• Daily food & beverage allowance of CHF 7, redeem-able in the in-house restaurant and selected restaurants in Schaffhausen.
• Yearly health insurance contribution of CHF 2'100 for fulltime contracts.
• Annual contribution to public transportation abonnements of up to CHF 1'500 for contracts of at least one year.
• 25 days vacation annually (30 days as of the age of 50), 5 additional bridge compensation days.
• Special conditions on selected IWC & Richemont products.
• Diverse health & wellbeing initiatives and programs, including financial support for external childcare.
• IWC Sport Club (est. 1972) for sport enthusiasts.
• Attractive workplace adjacent to the river rhine, inviting for social activities amongst colleagues.
• Memorable internal events (Christmas, summer after work drinks, etc.).

#J-18808-Ljbffr