Context

Within the Data & Client HQ Team, the Global Client Strategy Team ensures on a worldwide level the Client Strategy & the Coordination with markets. 

The Global Client Strategy Team works transversally with following teams:

• The other Data & Client Teams : Customer Analytics & Experience teams
• The other business teams : Campaign Management, Social Media, Media, Digital Flagship, Retail, etc
• The Product Category team
• The business teams in the markets (Marketing Directors & CRM Managers)
• IT teams

Reporting directly to the Global Client Strategy Senior Lead, we are hiring a CRM & Loyalty Manager, for whom principal missions are:  

Overall mission

As the CRM & Loyalty Manager, your job is to convert marketing data into useful client insights that drive business value. Your responsibilities include analyzing the information to gain a better understanding of the client, producing strategic loyalty recommandations for markets.

CRM & Loyalty Business monitoring

• Performance monitoring of our key loyalty KPIs (recruitment, repurchase, retention, stability)
• Clients’ feedback monitoring (satisfaction drivers & painpoints) through our Customer Voice platform
• Crafting of omnichannel Client Strategies & action plans based on the activity plan to achieve business goals
• Action plan results analyse & recommendations for future action plan set-up, in collaboration with Customer Analytics & Campaign Management Teams
• Close collaboration with Loyalty & Experience Team when it comes to the set-up and integration of new services / features.

Market coordination with the Client Community

• Daily coordination with CRM managers throughout Europe, NORAM and Asia concerning all CRM & Loyalty topics
• Accompagny CRM managers in the set-up of the yearly animation plan and associated action plan (and offers) to achieve end-year targets
• Animation of the Client Community through bi-annual Business Reviews
• Close collaboration with Data, Campaign Management and Digital Flagship team

• Performance analysis
• Recommendation of continued new experiences & mechanics for the program in line with Lacoste’s strategic pillars
• Business modelisation for loyalty program roll-outs, new benefits, services & features
• Strategic recommendation of program promise in new environment (countries, outlets, corners.)
• Recommendation, modelisation for markets & supply follow-up of Loyalty program gifts

Minimum of 5 year experience, with an experience requested in one of the following domains:

Hard Skills

• Expertise in Client Marketing, CRM and Loyalty
• Business Analyste at controlling / finance or consultancy agency
• Consultant on various projects (retail, ecommerce, etc)
• Client-centric, data-driven, excellent management of Excel for analyse and modelisation.
• Excellent communication skills, and at ease to provide leadership and guidance to our different markets when it comes to CRM and Loyalty topics.
• Multi-project oriented, organised.
• Fluent in English.

Soft Skills

• Active Listening & Empathy - Capacity of understanding market nuances and diverse stakeholder needs.
• Team Collaboration & Spirit - Being able to join a united team and achieve shared objectives.
• Facilitation & Pedagogical Skills - Skilled in aligning complex technical and business perspectives (Markets, IT, Operations) through clear, accessible communication.
• Customer-Centric Focus -  Putting yourself in the customer's shoes to deliver the best possible experience (XP).
• Analytical Skills & Critical Thinking -  Ability to analyze and interpret data to drive actionable recommendations and apply critical judgment to market and business strategy choices.
• Organizational Dexterity & Adaptability - Managing numerous projects and priorities simultaneously in a multi-faceted environment.
• Rigor & Detail Orientation - Committed to delivering high-quality outputs
• Autonomy & Strategic Prioritization - Demonstrated ability to independently own complex subjects and effectively prioritize efforts.