CRM, Customer Experience & Omnichannel Manager - M/F

Role Summary

Reporting to the Digital and CRM Director, your mission will be to define, manage and optimize the entire customer journey in order to guarantee a fluid, coherent and differentiating experience at all points of contact.

You will manage a team of 5 employees.

Responsibilities

Performance management & steering

• Structuring, leading and developing the skills of the team (5 employees), organized by areas of expertise (CRM & Customer Experience/omnichannel);
• Manage the business performance of the scope: contribution of CRM to turnover and margin, recruitment, retention and repurchase objectives, monitoring and reporting of results to Management;
• Build and defend action plans and budgetary decisions linked to the brand's growth challenges;
• Ensure regular reporting and clear feedback of lessons learned to Management and Group teams.

CRM

• Structuring and managing the relationship and loyalty program (customer life cycle, animation plan, segmentation, personalization of journeys);
• Define and orchestrate the multichannel contact plan (email, SMS, WhatsApp, notifications, mail) while ensuring commercial pressure and consistency of messages;
• Design and automate relational scenarios (welcome, birthday, reactivation, churn, post-purchase, abandoned cart) via marketing automation tools;
• Develop conversational relational channels (WhatsApp, RCS, messaging) as levers for engagement and loyalty in close proximity;
• Develop customer knowledge: construction and enrichment of segmentation, scoring models (RFM, customer value, appetite), analysis of cohorts and customer lifetime value (CLV);
• Define, monitor and continuously optimize CRM KPIs (opening and click rate, deliverability rate, recruitment and retention, repurchase rate, turnover and margin generated by the CRM, ROI of campaigns);
• Manage the CRM budget and arbitrate investments according to the performance of the levers;
• Lead the relationship with VICs and high-value segments (clienteling, dedicated activations, coordination with retail and marketing);
• Ensure a permanent test & learn approach (A/B testing, experiments, incrementality measurement).
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About the Company

Since 1984, Claudie Pierlot has traveled the world and enriched her world with new stops. Half-wardrobe, half-manifesto, the Parisian studio offers its soft madness in ready-to-wear, leather goods, shoes and accessories. Pieces to wear and wear, in line with the challenges of ever more responsible fashion, to better breathe the wind of freedom into the way free spirits dress. Combining creativity and know-how, the silhouettes are adorned with strong prints, while the timeless twists are collected like so many travel souvenirs to remember.

The identity of the House is embodied by strong values, cultivated by the passion of our talents: Ambition, Audacity, Passion, Responsibility

To join our talented teams, you will need a touch of audacity, a taste for challenge, a touch of creativity and passion for your profession.

Experience challenges that match your talent!

We look forward to meeting you!

Claudie Pierlot offers the same employment opportunities to everyone, without distinction of any kind.

As such, all applications are processed solely on the basis of skills and experience.