Client Experience Manager

To support Polène in reinforcing its Client Centric approach, we are hiring a Client Experience Manager who will report directly to Digital & Client Director, to lead and deliver the CRM and Clienteling program.

The Client Experience Manager will play a pivotal role in accelerating our Omnichannel Client program and achieving 2024 roadmap objectives. He is expected to set up CRM tools, deliver a Customer data platform and launch Client journeys to delight the brand’s customers and take them on an inspirational trip through the Maison’s craftmanship and Artistic univers.

He/She will oversee CRM & Clienteling projects that serve a unique objective of getting closer to our clients to better service them. As such, he will oversee NPS, Data capture, Data analysis, CRM, CDP implementation and many other ambitious initiatives.

Responsibilities:

• CRM Project management
• Leading the selection process of best solutions & tools in line with Clienteling strategic objectives
• Delivering client segmentations, scoring and relevant Client journeys
• Rolling out Clienteling tools for CSC and Retail ambassadors
• Manage NPS (Net Promoter Score) program by coordinating activities and running the project requirements to deliver within validated timeframe.
• Overseeing Change enablement phases and supporting end users in adopting Clienteling tools

• Master’s degree (bac +4 or +5). Business / Marketing
• + 5 years of experience in a similar role
• Worked in retail industry. Experience in Fashion will be a plus
• Strong communication skills and ability to deal with multifunctional teams
• Problem-solving skills, analytical and strategic thinking.
• A significant expertise in project Management.
• Ability to set priorities, plan projects, lead the change phases and anticipates risks
• Proficient in data analysis and performance/operation metrics.
• Fluent in English