Guerlain Clienteling and Customer Service Manager

Guerlain, a prestigious name in the world of perfumes and cosmetics since 1828, is renowned for crafting exceptional and audacious fragrances and beauty products. As part of the esteemed LVMH Group, Guerlain is embarking on a transformative journey to elevate its status as the most iconic house in high perfumery and cosmetics, surpassing competitors with exclusivity and innovation.

1. Lead and manage a team of two, including a Clienteling Project Manager.
2. Define objectives and development paths for team members in alignment with the brand's global strategy.
3. Coordinate Clienteling and Customer Service activities to ensure a consistent and personalized customer experience across all touchpoints.
4. Oversee the implementation of the global clienteling strategy, adapting it to various customer segments and purchasing behaviors.
5. Ensure the integration of Clienteling activation in the omnichannel customer journey, fostering ultra-personalized experiences and one-to-one commerce.
6. Maintain coherence of dedicated campaigns and disseminate guidelines to markets, respecting the brand's DNA.
7. Monitor and analyze Clienteling performance, supporting markets in achieving their objectives.
8. Ensure harmonization of customer service management across all markets.
9. Support markets in implementing and tracking Customer Service KPIs.
10. Identify service quality improvement areas and propose innovative solutions to meet customer expectations.
11. Conduct competitive analysis on luxury sector Customer Service practices.
12. Optimize Clienteling and Customer Service tools, updating guidelines and user guides.
13. Collaborate closely with Training, Retail, Digital, and Logistics teams to develop skills and optimize cross-functional processes.

1. Advanced degree (Bac +5) in Business, Marketing, or equivalent.
2. Significant experience (7 to 10 years) in CRM and/or Clienteling project management, ideally in the luxury or cosmetics sector.
3. Proven managerial experience with the ability to unite and develop a team.
4. Strong affinity with the luxury and beauty sectors, with excellent knowledge of high-end customer service codes.

1. Proficiency in CRM tools (Salesforce preferred) and office software (Microsoft Office Suite).
2. Excellent interpersonal skills, with the ability to communicate, persuade, and listen diplomatically.
3. Fluent in English; proficiency in another language is advantageous.
4. Analytical and synthesis skills, with a rigorous, organized, and proactive approach.
5. Affinity for numbers and KPIs, with the ability to drive performance and identify improvement areas.
6. Leadership and initiative-taking abilities to successfully lead cross-functional projects.

Minimum of 5 years in a relevant role, with significant experience in CRM and/or Clienteling project management in the luxury or cosmetics sector.

Advanced degree (Bac +5) in Business, Marketing, or equivalent.

Competitive benefits package including opportunities for career advancement within the LVMH Group.

Guerlain fosters a culture of excellence and continuous innovation, encouraging employees to contribute to its legacy of luxury and beauty. The workplace environment is dynamic and collaborative, with a strong emphasis on personal and professional growth.