Guerlain Client Service Project Manager
- Location
- ParisÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Jun 15, 2026
About Guerlain
Founded in Paris in 1828, Guerlain is one of the world’s most storied maisons of fragrance, beauty and skincare, renowned for its artisanal excellence, scientific innovation and enduring sense of French elegance. As an employer, Guerlain offers the opportunity to contribute to a living heritage where creativity, craftsmanship and responsible luxury meet. Its teams span perfumery, retail excellence, research, marketing, supply chain and corporate functions, united by a passion for exceptional products and client experience. With a strong commitment to biodiversity, sustainability and the preservation of savoir-faire, Guerlain attracts talents who aspire to shape the future of beauty while honoring nearly two centuries of legacy.
Guerlain seeks Client Service Project Manager in Paris; strategic role driving international customer excellence, project management, and digital innovation.
Role & Responsibilities
- Develop and deploy the international customer service vision, strategy, and excellence standards across all markets, ensuring a consistent and premium customer experience
- Drive operational initiatives to translate strategy into concrete, measurable actions in close collaboration with service providers and markets
- Contribute significantly to commercial objectives by instilling strong sales ambition and optimizing customer satisfaction
- Champion a clienteling culture by identifying revenue development opportunities and training teams in personalized advisory practices to maximize customer lifetime value
- Design and implement training programmes for customer service teams focused on technical skills, soft skills, and commercial acceleration
- Maintain and ensure consistent application of Guerlain's brand tone of voice, guaranteeing uniform communication aligned with brand positioning
- Lead teams around performance objectives, identify best practices, and disseminate them to foster collaboration and skills development
- As business owner of customer service tools, contribute to innovation of internal (SFSC) and external tools and processes by identifying needs and collaborating with technical teams
- Manage service provider relationships and continuously optimize the tools ecosystem
- Manage contracts with the procurement team and all stakeholders through negotiation, signature, deployment, and coordination
- Oversee data collection and analysis for continuous service improvement
- Implement and manage customer voice monitoring tools (satisfaction, NPS) at international scale
- Conduct in-depth analysis of customer voice data to identify areas for continuous process, service, and tool improvement
- Develop and maintain key performance indicators (KPIs) and relevant dashboards to assess service quality and impact of improvement actions across markets and regions
Qualifications
- Minimum 5–6 years of significant experience in customer service project management, ideally in the luxury sector
- Experience with technical components or strong collaboration with technical and cross-functional teams
- Advanced project management certification or demonstrated mastery of project management methodologies and agile methods
- Proven expertise with SalesForce Service Cloud
- Track record of implementing CRM systems and emerging technologies (GenAI)
- Demonstrable ability to work effectively with multidisciplinary teams (Tech, Retail, E-commerce, Marketing)
- Strong analytical and synthesis capabilities, with mastery of KPIs and reporting tools for informed decision-making
- Excellent problem-solving skills
- Fluent in French and English (written and oral)
Skills
Experience
Minimum 5–6 years of significant experience in customer service project management, preferably within the luxury sector. Technical involvement or strong collaboration with technical and cross-functional teams is a major advantage. Demonstrated success in translating strategy into operational excellence across international markets.
Education
Not specified
Workplace
This position is based in Paris, Île-de-France, France.
Culture
Guerlain cultivates a refined workplace culture rooted in French artistry, exceptional craftsmanship, and a deep respect for its heritage in fragrance and beauty. As an employer, it values creativity, excellence, and sustainability, encouraging teams to combine innovation with the Maison’s enduring sense of elegance and purpose.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Guerlain, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Experience Project Lead», «Service Operations Manager», «Client Success Project Director», «Customer Service Strategy Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.