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Client Experience Manager

Sur site
  • Paris, Île-de-France, France

Description de l'offre d'emploi

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.


  • 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

Pré-requis du poste

  • 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

  • Paris, France


  • Paris, France