Guerlain CRM and Loyalty Manager

Guerlain, a prestigious brand under the LVMH conglomerate, has been crafting exceptional fragrances and beauty products since 1828. Renowned for its audacious innovation and commitment to excellence, Guerlain is on a transformative journey to elevate its status as the most iconic high perfumery and cosmetic house. As part of LVMH, Guerlain benefits from the vast resources and global reach of the world's leading luxury goods group.

1. Lead and mentor a dedicated team including a Loyalty Project Manager, CRM Activation Project Manager, external CRM content and campaign specialists, and an intern.
2. Monitor individual and collective objectives, fostering skill development and promoting a culture of collaboration.
3. Ensure effective distribution of tasks and coordination of projects within the team.
4. Define and implement CRM plans for marketing launches, from initial scoping to post-launch analysis, in collaboration with the CRM Activation Project Manager.
5. Optimize existing recruitment, conversion, and reactivation mechanisms, and develop new strategies to meet client segment objectives.
6. Translate business needs into CRM roadmap enhancements, prioritize with the CRM & Client Development Director, and propose solutions.
7. Deliver high-quality activation and loyalty tools to markets within deadlines.
8. Maintain and optimize the current loyalty program in collaboration with digital, retail, IT teams, and markets.
9. Support the deployment of CRM and loyalty strategies across all markets through regular contact, project tracking, and performance monitoring.
10. Provide activation guidelines to markets to optimize plans and maximize business impact.
11. Facilitate the sharing of best practices between markets.
12. Monitor CRM KPIs and propose action plans to improve performance and achieve objectives.
13. Analyze the performance of customer journeys and activations with the Data team to assess effectiveness and optimize deployment.

1. Minimum of 5 years in customer marketing and CRM roles, including loyalty program management and team leadership experience.
2. Strong interest in marketing, data, and IT, with collaborative skills to work effectively with dedicated teams.
3. Fluency in French and English, with excellent written and verbal communication skills in both languages.

1. Collaboration
2. Communication
3. Analytical mindset
4. Results-oriented
5. Objective setting

Minimum 5 years of experience in customer marketing and CRM, including loyalty program management and team leadership.

Hybrid working mode offering flexibility and work-life balance.

Guerlain fosters a dynamic and innovative workplace culture, emphasizing transformation and excellence. As part of the LVMH group, employees benefit from a collaborative environment that encourages professional growth and cross-functional interaction.