Guerlain Customer Service Project Manager

Paris • France

Saturday, March 22, 2025

Guerlain, a distinguished name in the realm of luxury perfumes and cosmetics since 1828, is part of the prestigious LVMH group. Known for its audacious and exceptional creations, Guerlain is committed to elevating its brand to be the most iconic in high perfumery and cosmetics. As an employer, Guerlain offers a dynamic and innovative environment, fostering creativity and excellence.

1. Manage the external partner operating the Customer Service.
2. Define and plan customer service operations.
3. Drive business by supporting clienteling activities.
4. Support the implementation of the Loyalty Program across markets.
5. Monitor and control the achievement of defined KPIs and objectives.
6. Ensure deployment of services in accordance with guidelines.
7. Monitor performance against contractual commitments and KPIs.
8. Define forecasts, align with suppliers on resource allocation, and ensure budget follow-up.
9. Provide suppliers with brand guidelines and manage gifts and samples allocation.
10. Support client request resolution as necessary.
11. Deploy action plans to improve performance.
12. Develop clienteling activities to establish personal relationships with clients.
13. Introduce sales-related KPIs and support advisors in achieving them.
14. Guide markets in developing clienteling action plans.
15. Lead the roll-out of the loyalty program in coordination with HQ and local teams.
16. Build a harmonized loyalty program reward strategy.
17. Contribute to the development of Client Service by following market trends and competitors.
18. Manage Salesforce contributions to update market FAQs for guerlain.com.
19. Manage refunds for e-commerce returns in collaboration with accounting.
20. Deploy and ensure correct contact flows.
21. Create and manage reporting to follow up performance according to KPIs.
22. Analyze loyalty program performance and provide optimization recommendations.
23. Manage GDPR requests in collaboration with the DPO.
24. Collaborate with the Global Customer Service Coordinator to comply with HQ guidelines.
25. Organize induction for new advisors and product training sessions.
26. Coordinate with support services to ensure continuity of operations.

1. Minimum of 3 years of project management experience.
2. Experience in KPI and performance monitoring.

1. Extensive knowledge of the full Office package and Salesforce (SFCC).
2. Excellent written and verbal communication skills.
3. Strong relationship-building skills.
4. Fluency in English and French.
5. Exceptional attention to detail and an eye for luxury.

A minimum of 3 years in project management with a focus on KPI and performance monitoring.

The position offers a hybrid working mode based in Paris, providing a balance between remote and on-site work.

Guerlain fosters a culture of innovation, creativity, and excellence, encouraging employees to thrive in a fast-paced and ever-changing environment. As part of LVMH, Guerlain offers opportunities for career growth and development within a global luxury leader.