Recognized for its know-how in Haute Horlogerie and Haute Joaillerie, Chopard is celebrated for its creative audacity and its conception of ethical and responsible luxury. Proud of its values and traditions, our Maison breathes its family spirit into relationships with its employees and customers, striving to deliver an extraordinary brand experience.

Chopard can draw upon a vast reservoir of in-house expertise and experience uniting more than 45 different crafts within the twin fields of swiss watch and high jewellery-making.

Your Mission

Driving CRM and Customer 360 transformation across our IT ecosystem.

As part of our digital transformation, we are looking for an IT CRM Project Manager to lead our Customer Data ecosystem and connect core systems across retail, e-commerce, marketing, and CRM.

Reporting to the Sales & B2C Domain Manager, you will work closely with cross-functional teams to understand their needs and translate them into scalable and effective IT solutions. You will lead the design, implementation, integration, and continuous improvement of CRM and customer data platforms, ensuring their alignment with both operational requirements and long-term strategic goals.

Scope

You will oversee a growing and strategic application domain, including:
• CRM platforms: customer profiles, journeys, campaigns, automation
• RCU / C360: single customer view, centralized data layer
• Marketing tech stack: segmentation, personalization, loyalty, consent & preference management

The roadmap includes the deployment of a new customer reference (RCU), the implementation
of a Customer 360 solution, and the continuous enrichment of omnichannel capabilities. You
will support the unification of customer data across all touchpoints (boutiques, online, customer
service, etc.).

Your Main Responsibilities

Strategic & Operational Planning

• Define and manage the application roadmap for your domain in alignment with business priorities
• Contribute to the multi-year IT master plan and annual budgeting process
• Collaborate with business stakeholders (CRM, retail, marketing, data teams) to ensure solution relevance and value
  

Project Management

• Lead end-to-end CRM and customer data projects: from scoping and design to delivery and change management
• Ensure consistency and scalability of solutions within the company’s IT architecture
• Supervise integration with other systems (ERP, POS, e-commerce, CDP, etc.)
• Monitor budgets, resources, risks, and timelines
• Organize and lead steering committees and project governance routines
  

Operations & Continuous Improvement

• Guarantee system reliability, performance, and support, in coordination with internal teams and external providers
• Manage incident escalations and improvement plans on live systems
• Identify pain points and propose technical or functional improvements
• Ensure procedures, documentation, and compliance rules are properly applied
  

Data management & governance

• Ensure best practices in data implementation, covering data modeling, data governance, and security.
• Oversee data lifecycle management, from collection to storage, processing, and archiving.
• Work with data teams to improve data quality, integrity, and compliance with regulations (GDPR, etc.).
  

Partner Management

• Coordinate internal and external project contributors (analysts, developers, vendors)
• Evaluate performance, support skills development, and promote collaboration
• Participate in vendor selection and contract monitoring

Your background and competencies/skills

• 5–8+ years of experience in IT project management with a focus on CRM or omnichannel customer data (ideally experience with CDP).
• Solid understanding of CRM systems, customer journeys, segmentation, and marketing automation
• Strong knowledge of data governance, GDPR, and customer data lifecycle
• Experience in systems integration (APIs, ETL, middleware)
• Excellent communication and stakeholder management skills
• Ability to lead complex, cross-functional projects
• Fluent in both French and English (written and spoken)

Contract Type: Unbefristet
Working Time rate: Vollzeit