Guerlain Customer Service Project Manager
- Location
- ParisÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Senior
- Department
- Clienteling, CRM & VIP Relations
- Posted
- May 5, 2026
About Guerlain
Guerlain is a historic French maison renowned for its perfumes, skincare, makeup and spa expertise, operating internationally within the LVMH group. The brand combines artisanal savoir‑faire with product and experiential innovation, positioning itself as a leader in premium beauty and client experience.
Guerlain — Customer Service Project Manager in Paris (hybrid). Lead global client service strategy, Salesforce Service Cloud and performance for the Maison.
Role & Responsibilities
- Define, deploy and operationalize the global Customer Service strategy and standards to ensure a consistent, premium client experience across markets.
- Translate strategic priorities into measurable operational initiatives; coordinate with local markets and external service providers to ensure delivery and performance.
- Act as Business Owner for customer service tools and processes (internal and external), driving requirements gathering, implementation and continuous optimization in partnership with Tech teams.
- Lead vendor and contract management in coordination with Procurement, including negotiation, rollout and governance of third‑party relationships.
- Design and deliver training programmes to raise competency in product knowledge, soft skills, commercial clienteling and brand Tone of Voice.
- Implement and maintain Client Voice monitoring (NPS, satisfaction metrics); build KPIs and dashboards to track service quality and the impact of improvement actions.
- Drive a sales‑oriented culture within Customer Service by identifying up‑sell/cross‑sell opportunities and training teams to maximise client lifetime value.
Qualifications
- 5+ years of progressive experience in customer service project management; luxury sector experience strongly preferred.
- Proven experience working with technical teams and owning CRM/tool implementations.
- Advanced project management capability; familiarity with Agile methodologies and modern project governance.
- Strong commercial orientation with demonstrable results in driving service‑led sales or conversion.
- Excellent analytical skills and experience building KPIs and reporting to inform decision‑making.
- Fluent in French and English, both written and spoken.
Skills
Experience
Preferred 5–6 years in customer service project leadership, including experience with CRM/tool ownership and close collaboration with technical teams; minimum 3 years acceptable with strong demonstrated achievements.
Education
Bachelor's degree in business, marketing, communications, information systems or equivalent professional experience preferred.
Workplace
This position is based in Paris, Île-de-France, France.
Culture
Guerlain blends artisan craftsmanship with contemporary innovation and places exceptional client experience at the centre of its operations. The workplace values cross‑disciplinary collaboration between retail, tech and marketing teams, high standards of execution and a refined approach to client relationships.
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 «Client Service Project Manager», «Customer Experience Project Manager», «Service Excellence Project Manager», «Customer Service Program 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.