Context: 

Within the Global Lacoste Data & Client Team, the Client Loyalty & Experience Team aims to bring to life Lacoste’s client strategy on a worldwide level by implementing new loyalty mechanics, benefits or experiences, as well as enhanced loyalty journeys. 

The Client Loyalty & Experience Team works transversally with following teams:

• Other business HQ teams (Client Strategy, Client Data, Campaign Management, Ecommerce, Retail, Customer Service etc)
• Local business teams in 20+ markets (Marketing / CRM / Digital / Retail)
• IT & Product teams (CRM IT, Retail IT, Digital Product teams) 

Reporting directly to the Global Head of Client Loyalty & Experience, we are hiring a CRM & Loyalty One-to-One Project Manager.   

Overall mission:

As the CRM & Loyalty One-to-One Project Manager, you are responsible for the one-to-one relationship tools between Lacoste & its members, by delivering efficient tools as well as driving the change internally.  

Projects:

• Customer Voice: live tool, collecting customers’ feedback after an experience with the brand & enabling our field teams to re-engage with ambassadors / detractors
• Clienteling: new tool to be designed & launched in 2026 in first markets with follow-up roll out plan for 2027 

Responsibilities across both projects:

• Lead & coordinate the production of project deliverables: business requirements’ documentation / customer use cases / functional specifications / test plans / training materials
• Structure, monitor & participate in the operational implementation of projects with different teams & markets
• Participate in the testing phase & track bugs
• Monitor KPIs related to the usage & impact of the tools
• Proactively share ideas to enhance our loyalty program, based on client data & feedback
• Promote the tools internally
• Coordinate with internal teams involved in projects (non-hierarchical management)

Profile: minimum of 5 years’ experience

Expertise:

• Client Marketing, Clienteling or Loyalty in Retail
• Project management experience across multiple projects & touchpoints
• Working for tools designed for store teams
• Experience working in a store is a plus

Bei Lacoste setzen wir uns dafür ein, Chancengleichheit zu verwirklichen. Ausgehend von unserer einzigartigen Vision von Mode und Sport treibt uns die Chancengleichheit voran und unsere Rekrutierungsmethoden folgen diesem Commitment, indem sie sich auf Fähigkeiten konzentrieren und alle Arten von Talenten berücksichtigen. Wir verpflichten uns, ein vielfältiges und integratives Umfeld zu fördern, in dem Eleganz über Stil hinausgeht und in dem jeder von uns die Chance erhält, sein größtes Potenziel zu entfalten.