Givenchy E-Commerce Customer Experience Manager

About Givenchy

Founded in Paris in 1952 by Hubert de Givenchy, Givenchy stands as a house of aristocratic elegance, audacious modernity, and exceptional savoir-faire within the LVMH family. As an employer, the Maison offers a dynamic environment where couture heritage meets contemporary creativity across fashion, accessories, and beauty. Its teams are invited to contribute to a culture shaped by craftsmanship, precision, collaboration, and a refined sense of client experience. Givenchy seeks individuals who combine artistic sensitivity with commercial intelligence, entrepreneurial spirit, and respect for tradition, empowering them to help advance a bold vision of luxury for a new generation.

Role & Responsibilities

• Monitor, analyze, and implement UX improvements using analytics tools (e.g., Google Analytics) to track user behavior, identify friction points, and map the purchase journey
• Define and execute continuous A/B testing protocols and optimization roadmaps to enhance payment processes, product discovery, and mobile experience (CRO initiatives)
• Translate user experience insights into clear technical specifications for product management and project teams to implement site updates and feature enhancements
• Develop and execute segment-specific CRM customer lifecycle journeys (welcome sequences, post-purchase follow-ups, customer win-back programs) to increase retention and repurchase rates
• Design and implement compliant, high-quality acquisition strategies across digital channels (prospect generation campaigns, website pop-ups, omnichannel integration) to expand the global customer database
• Collaborate with CRM and data teams to segment the customer base by purchase behavior, preferences, and engagement levels, ensuring highly personalized communications
• Manage end-to-end global newsletter campaign calendars in coordination with digital content and creative teams, ensuring brand compliance and adherence to business priorities
• Test and continuously refine email variables (subject lines, send times, personalization fields, visual elements) to maximize open rates, click-through rates, and email-attributed revenue
• Coordinate with regional teams to ensure email campaigns are localized, aligned with local market priorities, and compliant with data protection regulations (GDPR, CCPA, etc.)

Qualifications

• Minimum 5 years of professional experience in e-commerce, CRM, or customer experience roles
• Strong customer-centric mindset with excellent communication capabilities
• Analytical mindset with results-oriented approach
• Project management competency
• Ability to work collaboratively and influence cross-functional teams without direct hierarchical authority
• Fluent English proficiency

Skills

Experience

Minimum 5 years of professional experience in e-commerce, CRM, or customer experience management, with demonstrated success in optimizing digital customer journeys and implementing data-driven strategies.

Education

Not specified

Workplace

Culture

Givenchy fosters a refined and creative workplace shaped by its couture heritage, where elegance, innovation, and exceptional craftsmanship guide daily collaboration. As an employer, the Maison values precision, individuality, and a forward-looking spirit, offering teams an environment where luxury expertise and bold artistic expression can thrive.

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.