Louis Vuitton Director, Client Insights & Communications

About Louis Vuitton

Founded in Paris in 1854, Louis Vuitton stands among the world’s most emblematic luxury maisons, renowned for exceptional craftsmanship, innovation, and the art of travel. As an employer, the Maison offers a distinctive environment where heritage and modernity meet, inviting talents to contribute to a global culture of excellence across retail, design, craftsmanship, client experience, operations, and corporate functions. Louis Vuitton values curiosity, precision, creativity, and entrepreneurial spirit, supporting employees through international opportunities, learning pathways, and a strong commitment to savoir-faire. Its teams are united by a shared ambition to craft enduring desirability and deliver exceptional experiences worldwide.

Role & Responsibilities

• Formulate and refine comprehensive CRM and VIP client development strategy in alignment with luxury brand positioning, global standards, and local market dynamics, establishing annual, quarterly, and monthly objectives for client acquisition, segmentation, loyalty enhancement, and high-value client identification
• Unify CRM operational standards across offline stores, e-commerce, social platforms, and private domain channels, orchestrating seasonal campaigns, exclusive previews, and bespoke client activities while optimizing communication frequency and brand interaction excellence
• Direct the construction, curation, and continuous updating of client data assets; leverage CRM systems, BI tools, and behavioral analytics to generate actionable insights on client segmentation, preferences, purchase cycles, and engagement patterns
• Oversee continuous iteration and optimization of loyalty programs, refining points structures, membership benefits, and incentive mechanisms to enhance retention, activation, repurchase rates, and lifetime value metrics
• Lead and develop the Client Insights and Communications team through performance management, capability building, and talent cultivation; establish cross-functional collaboration mechanisms with retail, e-commerce, communications, and regional teams to ensure seamless strategic execution
• Establish and enforce standardized client data governance processes ensuring full compliance with global privacy regulations and local Personal Information Protection Laws (PIPL), maintaining rigorous data security protocols
• Champion AI-enabled CRM transformation by collaborating with data and technology teams to deploy intelligent client segmentation, predictive behavioral modeling, personalized recommendations, and automated lifecycle activation while balancing human-centric luxury service with operational efficiency

Qualifications

• Bachelor's degree or higher in Marketing, Business Administration, Statistics, Data Analytics, or related fields; international education background preferred
• 8–10 years of CRM marketing and high-end client operations experience with minimum 5+ years of team leadership and P&L responsibility
• Extensive working experience in international luxury brands (fashion, watches, jewelry, beauty, leather goods), with demonstrated mastery of VIP client operations and high-net-worth consumer management
• Proficiency in CRM systems, data analysis platforms, and BI tools; proven ability to translate large-scale client data into strategic business initiatives
• Deep understanding of luxury membership architecture, omnichannel campaign orchestration, and full-lifecycle client management
• Demonstrated experience with AI-powered CRM, customer data platforms (CDP), predictive modeling, and intelligent segmentation applications

Skills

Experience

8–10 years of CRM marketing and premium client operations experience, including minimum 5+ years leading teams within international luxury brands. Demonstrated success scaling client acquisition, driving loyalty improvements, increasing repeat purchase rates, and building sustainable client asset bases. Experience with China's luxury private domain, offline VIP service models, and high-end salon operations is strongly valued, as is hands-on implementation of AI CRM technologies and predictive client modeling projects.

Education

Bachelor's degree or above in Marketing, Business Administration, Statistics, Data Analytics, or related disciplines; international study background is preferred.

Workplace

Culture

Louis Vuitton fosters a culture rooted in heritage, craftsmanship, and a relentless pursuit of excellence, where employees contribute to one of the world’s most iconic luxury maisons. Its workplace environment combines creativity, precision, and international collaboration, offering teams the opportunity to grow within a brand that values innovation, client experience, and long-term savoir-faire.

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.