Chef de projet Service Client (H/F)

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
• Support and guide markets in the development of their clienteling action plans
• Lead the roll-out of the loyalty program in coordination with HQ Supply/CRM/ E-commerce and local teams
• Build a harmonized loyalty program reward strategy in alignment with HQ guidelines and local needs and specificities
• Contribute to the development of Client Service by following market trends and competitors’ activity

3/ ENSURE OPERATIONS:

• Manage Salesforce contribution to update markets dynamic FAQ for guerlain.com
• Manage refunds for e-commerce returns in collaboration with accounting department
• Deploy and ensure correct contact flows
• Create and manage reporting to follow up performance according to defined KPIs
• Analyze performances of the loyalty program and provide recommendations to optimize processes and improve client experience
• Manage and ensure correct processing of GDPR requests in collaboration with DPO

4/ PILOT INTERNAL COORDINATION:

• Collaborate with the Global Customer Service Coordinator to comply with HQ customer experience guidelines
• Work with internal stakeholders to organize the induction for the new advisors and products training sessions
• Coordinate with support services (IT, HR, finance, warehouse etc.) to ensure continuity of operations

Votre profil

You have:

• Project management experience and experience in KPI, performance monitoring
• Extensive knowledge of full Office package and Salesforce (SFCC)
• Excellent written and verbal communication skills
• Excellent relationship building skills
• Fluent English and French
• Exceptional attention to detail and keen eye for luxury

You are:

• A highly organised team player with strong organisational and prioritisation capabilities
• Agile and able to work in a fast paced and ever-changing environment
• An analytical thinker and a creative problem solver

Informations complémentaires

Poste en CDI basé à Paris