CDI - CHEF DE PROJET SERVICE CLIENT (H/F) - PARIS

Les missions

Since 1828, Guerlain has always been about revealing wonders – through the crafting of exceptional, audacious fragrances and beauty products.

We run a transformation at a fast pace and are onboarded on the accelerating elevation journey that will lead us to the clear destination of being the most iconic high perfumery and high cosmetic house in image and products, above the competition, the most exclusive one.

The Europe Digital team is part of the Europe Department, in charge of the European online business, media and omnichannel CRM activity in a perimeter that currently covers 40+markets.

Within the Digital team, the Client Service Project Manager will oversee and manage relationship with LVMH Customer Service team dedicated to Guerlain.

 

YOUR MISSION

In accordance with the rules defined by the Head of Digital & CRM Europe and the Guerlain HQ guidelines, the Europe Customer Service Project Manager:

• Manages the external partner who operates the Customer Service;
• Defines and plans CS operations;
• Drives business by supporting clienteling activity;
• Supports Loyalty Program implementation across markets;
• Follows and controls the achievement of the defined KPIs and objectives.

 

MAIN RESPONSIBILITIES:

1/ MANAGE CLIENT SERVICE PROVIDER:

• Ensure the deployment of services in accordance with guidelines
• Monitor performance against contractual commitments and defined KPIs
• Define and share forecasts, align with supplier on resource allocation, ensure budget follow up
• Provide supplier with brand guidelines, product launches information and manage gifts and samples allocation to support activity
• Support client’s request resolution if necessary
• Deploy action plans to improve performance

 

2/ MAKE CUSTOMER SERVICE A KEY BUSINESS DRIVER:

• Develop further clienteling activity to establish more personal relationship with Guerlain clients while achieving business ambitions
• Introduce sales related KPIs and support advisors to ensure their achievement
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