Celine CRM & Clienteling Director EME

About Celine

Founded in Paris in 1945 by Céline Vipiana, Celine is a storied French luxury house renowned for its modernist elegance, exacting craftsmanship, and quietly powerful vision of contemporary style. As part of LVMH, the Maison offers employees the opportunity to contribute to a global brand while remaining rooted in Parisian heritage, artisanal excellence, and creative discipline. Celine seeks individuals who combine cultural sensitivity, precision, and entrepreneurial spirit across design, merchandising, retail, operations, and corporate functions. The house fosters an environment where talent is expected to uphold exceptional standards, shape refined client experiences, and participate in the continuing evolution of a distinctive luxury identity.

Role & Responsibilities

• Develop and implement a comprehensive regional client development strategy across all client tiers and geographic regions within EME, ensuring alignment with business strategy and revenue targets.
• Create and maintain a regional Client Engagement calendar to amplify strategic business objectives and maximize client impact.
• Maintain high client data quality and define improvement actions within the CRM ecosystem.
• Orchestrate the regional CRM campaign calendar in collaboration with cross-functional teams, ensuring brand identity and commercial target alignment.
• Utilize data-driven insights for advanced personalization and segmentation in CRM campaigns to boost revenue, loyalty, and brand engagement.
• Establish robust monitoring systems to track CRM campaign effectiveness and optimize performance across all client demographics and regional markets.
• Lead and refine personalized clienteling strategies and in-store practices, fostering exceptional execution and meaningful client relationships.
• Implement KPIs and analysis techniques to measure and maximize the ROI of client development investments and in-store initiatives.
• Set targets for key Clienteling KPIs in the region including reachability, retention, repeat visit, recruitment, prospect collection, conversion, and cross-sell metrics.
• Drive the retail network to enhance customer-service orientation and client-centric approaches.
• Oversee CRM training and coaching initiatives with the training team and in-store ambassadors.
• Develop regional action plans aligned with House guidelines, focusing on elevating the VIC (Very Important Client) experience.
• Organize bespoke VIC events and exclusive experiences in collaboration with Retail, Visual Merchandising, and Communication departments.
• Benchmark clienteling activities and events against regional competitors to maintain competitive advantage.
• Manage the regional clienteling team and oversee retail network clienteling performance.
• Build a local clienteling community including coordinators and specialists.
• Embed a clienteling culture within retail teams, ensuring sustained client-centric practices.
• Actively participate in the Worldwide clienteling community, contributing to global strategy as the regional voice.

Qualifications

• University degree or equivalent qualification
• Minimum 10-15 years of experience in client development and omnichannel within an international luxury environment
• Excellent understanding of the luxury sector and contemporary market dynamics
• Strong retail operations and organizational skills
• Marketing and creative profile with advanced communication capabilities
• Strong analytical skills for monitoring and tracking clienteling initiatives
• Excellent leadership and team management abilities
• Ability to analyze data and make insight-driven strategic decisions
• Expert-level proficiency in CRM tools and clienteling technologies
• Ability to thrive in fast-paced and evolving business environments

Skills

Experience

Minimum 12 to 15 years of professional experience with a strong background in client development and omnichannel strategies within an international luxury environment. Demonstrated success in building and managing regional clienteling programs, CRM strategy implementation, and cross-functional team leadership.

Education

University degree required.

Workplace

Culture

Celine cultivates a refined, exacting workplace where creativity, discipline, and a deep respect for Parisian elegance shape every decision. As an employer, it values craftsmanship, cultural awareness, and strong individual ownership, offering teams an environment that is both demanding and inspiring within the world of luxury fashion.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.