Guerlain CRM Manager

Guerlain, a distinguished name in the luxury beauty industry since 1828, is renowned for its audacious fragrances and beauty products. As part of the LVMH group, Guerlain is committed to maintaining its status as a leading high perfumery and high cosmetic house, continually transforming to elevate its brand image and exclusivity.

1. Develop and implement a CRM strategy aligned with Guerlain’s heritage and brand positioning.
2. Oversee customer lifecycle management, focusing on acquisition, retention, reactivation, and top-tier client development.
3. Design and maintain customer segmentation frameworks based on engagement and behavioral insights.
4. Define and implement clienteling approaches for personalized one-to-one interactions.
5. Translate customer insights into actionable clienteling guidelines and monitor performance metrics.
6. Develop a balanced framework for CRM activations and client contact strategies across multiple touchpoints.
7. Evolve loyalty programs to enhance client engagement and membership value.
8. Collaborate with retail and VM teams to deliver tailored experiences for VIC clients.
9. Analyze CRM and clienteling performance across retail and digital touchpoints to guide strategy.
10. Define success metrics for CRM campaigns and conduct post-campaign analysis.
11. Collaborate with cross-functional teams to align local execution with global CRM frameworks.
12. Plan CRM budget and allocate resources in alignment with strategic initiatives.
13. Oversee CRM-related systems and tools, ensuring data quality and continuous improvement.

1. 8+ years of experience in CRM, clienteling, or customer engagement within luxury beauty, fashion, or premium retail.
2. Proven ability to translate customer insights into strategic CRM activations and clienteling initiatives.
3. Strong understanding of luxury consumer behavior and boutique dynamics.
4. Experience working with local cross-functional teams and HQ teams is preferred.

1. Proficiency in CRM platforms such as Salesforce or Adobe Campaign.
2. Experience with clienteling and POS-integrated CRM systems.
3. Proficiency in Excel and PowerPoint.
4. Experience with BI tools like Power BI or Tableau is a plus.
5. Strong ability to convert data insights into client engagement strategies.
6. Collaborative and persuasive communication skills.
7. Strategic thinking with a client-first mindset.

A minimum of 8 years in CRM, clienteling, or customer engagement within the luxury beauty, fashion, or premium retail sectors.

Guerlain offers a dynamic work environment with opportunities for career advancement within the prestigious LVMH group.

Guerlain fosters a culture of innovation and excellence, emphasizing its heritage while embracing transformation to remain at the forefront of the luxury beauty industry. The company values collaboration, strategic thinking, and a client-first approach.