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

At Lacoste, we are committed to making equal opportunities a reality. Inherited from our unique vision of fashion-sport, equal opportunities move us forward and our recruitment methods follow this commitment by focusing on skills and embracing all types of talents. We commit to fostering a diverse and inclusive environment where elegance goes beyond style and where each of us is given the chance to fulfill our greatest potential.