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 and analyze user behavior patterns using UX analytics and mapping tools (e.g., Google Analytics) to identify friction points and map the complete purchase journey
• Design and implement continuous A/B testing programs and optimization roadmaps to improve checkout processes, product discovery, and mobile experiences
• Translate UX insights into clear technical specifications for product management and project teams to execute site updates and feature enhancements
• Develop and implement segment-specific CRM journeys (e.g., welcome series, post-purchase follow-ups, win-back campaigns) to increase retention and repurchase rates
• Architect and execute high-quality, compliant acquisition strategies across digital channels to expand the global customer database
• Collaborate with CRM and data teams to segment the customer base by purchase behavior, preferences, and engagement levels for highly personalized communication
• Manage end-to-end global newsletter calendar in coordination with digital content and design teams, ensuring visual and textual adherence to brand standards and business priorities
• Continuously test and 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 management
• Strong customer-centric mindset with excellent communication capabilities
• Demonstrated analytical mindset and results-oriented approach
• Proven experience managing complex, cross-functional projects
• Ability to influence and collaborate with teams outside direct reporting lines
• Fluent English proficiency

Skills

Experience

Minimum 5 years of professional experience in e-commerce, customer relationship management (CRM), or customer experience management roles. Prior experience in luxury retail or high-end consumer goods is advantageous.

Education

Not specified in source material; bachelor's degree in marketing, business, digital marketing, or related field is typically expected for this level.

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.