Head of Client Development

About the role

The Head of Client Development leads the design, execution and governance of client relationship management (CRM) initiatives across all regions. Reporting on the customer lifecycle, the role aims to strengthen business relationships, increase loyalty, acquire new customers and drive sales growth.

Key responsibilities

• Design, develop and oversee CRM campaigns and programs aligned with the annual calendar, ensuring consistency and measurable impact.
• Define strategy and governance for client interactions across the client pyramid, collaborating with Merchandising and Image teams to create gifting strategies and client experiences.
• Partner with regional Client Development teams to build and implement engagement calendars tied to key business moments such as collection launches and market opportunities.
• Create and optimise a newsletter structure focused on conversion, product prioritisation, outreach and client targeting.
• Act as the primary point of contact for CRM Managers, supporting performance against CRM KPIs and client scorecards.
• Oversee Salesforce Service Cloud governance, data quality and tool optimisation to enable actionable insights, managing related OPEX budget lines.
• Build and animate a global community of CRM Managers, fostering best‑practice sharing and continuous capability development.

Required profile

• Master’s degree (Bac+5) in Marketing or Business.
• Significant, proven experience in CRM/Client Development, preferably within the luxury sector.
• Demonstrated expertise in designing, deploying and overseeing high‑impact CRM strategies and campaigns on a global scale.
• Ability to define client interaction strategies and collaborate closely with Merchandising and Image teams.
• Strong command of client data ecosystems, particularly Salesforce Service Cloud.
• Proven leadership in fostering a global community of CRM Managers and achieving KPI targets.

Required skills

• Salesforce Service Cloud