Guerlain Customer Service Project Manager

Paris • France

Wednesday, May 14, 2025

Guerlain, a distinguished name in the luxury fragrance and cosmetics industry since 1828, is renowned for its commitment to crafting exceptional and audacious products. As part of the prestigious LVMH group, Guerlain is on a transformative journey to elevate its status as the most iconic high perfumery and cosmetic house. The brand offers a dynamic and innovative work environment, fostering creativity and excellence.

1. Manage the external partner responsible for Customer Service operations.
2. Define and plan customer service operations in alignment with strategic guidelines.
3. Drive business growth by supporting clienteling activities.
4. Implement and support the Loyalty Program across multiple markets.
5. Monitor and control the achievement of defined KPIs and objectives.
6. Ensure deployment of services in accordance with brand guidelines.
7. Develop and enhance clienteling activities to strengthen customer relationships.
8. Introduce sales-related KPIs and support advisors in achieving them.
9. Lead the roll-out of the loyalty program in coordination with HQ and local teams.
10. Manage Salesforce contributions to update market FAQs on guerlain.com.
11. Oversee e-commerce refund processes in collaboration with the accounting department.
12. Create and manage performance reports and analyze loyalty program effectiveness.
13. Collaborate with internal stakeholders for advisor induction and training sessions.

1. Project management experience with a focus on KPI and performance monitoring.
2. Fluency in English and French.
3. Exceptional attention to detail and a keen eye for luxury.

1. Proficiency in the full Microsoft Office suite and Salesforce (SFCC).
2. Excellent written and verbal communication skills.
3. Strong relationship-building capabilities.
4. Organizational and prioritization skills.
5. Analytical thinking and creative problem-solving abilities.

A minimum of 3 years of relevant experience in project management and customer service operations.

The position offers a hybrid working mode, allowing flexibility between remote and office work.

Guerlain fosters a culture of innovation, luxury, and excellence. The brand values creativity and agility, encouraging employees to thrive in a fast-paced and ever-changing environment. As part of the LVMH group, Guerlain offers opportunities for career growth and development within a prestigious global network.