GLOBAL CLIENTELING PROJECT MANAGER (H/F/X)

CELINE is a fast-growing French Couture and Leather-Goods House belonging to the LVMH group, with the ambition of becoming one of the most iconic luxury brands worldwide. To make this vision a reality, we are looking for enthusiastic, passionate, and agile individuals who are eager to thrive in a demanding environment.

Client Experience is key for CELINE and CELINE develops and values the relationship between its Clients and Clients advisors. As part of the CRM team, the Global Clienteling Project Manager will be responsible for developing and executing high-impact strategies to elevate Clienteling, with a strong focus on One-To-One campaigns, KPIs, and Clienteling Mindset.

Job Responsibilities

Client Activations – One-to-One:

• Co-design and implement comprehensive clienteling strategies aligned with overall business goals for One-To-One campaigns and automated tasks
• Propose action plans/challenges to support our business
• Coordinate with the 360 team to design action plan according to brand key moments
• Define the strategic plan for clienteling campaigns and share the roadmap with internal teams (local CRM, 360, Image, Merchandising)
• Support and monitor regions in localizing their clienteling action plans (EME, CN, RGC, JP, US, SEAO)
• Develop tools and methods to optimize the One-To-One campaign creation process
• Identify necessary improvements to enhance the quality of activations (personalization, recommendation, targeting, content, functionalities within the clienteling tool SEAMLESS)
  
  

Clienteling Mindset:

• Identify value-added use cases to elevate the level of clienteling execution in boutiques
• Develop content to share best practices in the long term
• Identify areas of improvements and define specific action plans for key flagship stores with the local teams
• Collaborate with training teams to build specific formats and materials
• Support training initiatives to embed a clienteling mindset and elevate client interactions
  
  

Data Analysis and Reporting:

• Assist in defining KPIs to track and objectives to achieve.
• Track and analyze local campaign performance by region/market
• Share analysis of guidelines, best practices, and recommendations for improvement.
• Develop reports and regularly share clienteling KPI results with all teams (HQ, Region).
  
  

Profile

Education: Bachelor's degree in Marketing, Business Administration, or a related field. Experience: Proven experience in Clienteling/CRM in retail Experience with systems: Salesforce, Clienteling Application, PBI Experience in the luxury industry is a must Personal Skills: Vision of clienteling culture and client experience Analytical and synthesis skills Rigorous, autonomous, and proactive Strong organizational and time management skills Excellent communication, interpersonal, and relationship-building skills