Richard Chérence
Client Manager @Van Cleef & Arpels
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WORK HISTORY
Client Manager @Van Cleef & Arpels
Team management : 4,5 FTEBudget management : 1,3 M€Client strategy : acquisition, upsell, loyaltyClient experienceClient activation : one to one & one to many (mailing, emailing)ClientelingClient satisfactionRelational Gifting Gifting campaigns Client events
EDUCATION
University of International Business and Economics, Beijing, China
Summer Program, Doing business in China
University of Amsterdam - Amsterdam Business School
Master of Science in Business Economics, Echange académique
NEOMA Business School
Master 2, Stratégie & Marketing du Luxe
SKILLS
ABOUT RICHARD CHÉRENCE
15 years of experience in CRM, client strategy, client experience, clienteling, client data in the Luxury industry.Worked for : Hermès, Cartier, Richemont Group, Alaïa, Van Cleef & Arpels. Worked at global, Group and local levels, combining strategic vision with operational execution.Expertise on all Client aspects (strategic, operational, IT, legal)- Client acquisition, development and loyalty- Segmentation and customer journeys- Omnichannel client activation & campaign management- Offline & online data collection optimization, lead management- Data quality- Client data, client insights, client dashboards, CRM reporting -> data-driven decision making- Clienteling- Retail performance- Client experience- Client satisfaction- Legal / Data protection- CRM tools, IT architecture & security- RFI/RFP piloting to select relevant providers & CRM agencies- Coordination of a worldwide CRM Managers community- CRM best practices sharing among a company- Agile / Scrum methodology for the development of client & sales applications- Retail teams training - Team management - Budget management
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