KERING Client Engagement Expert
Kering - Regular
Paris - France
Kering's Client and Digital Department aims at accelerating digital transformation leveraging innovation, tech and artificial intelligence with a strong focus on customer experience.
Within this department, the mission of the CRM Factory is to support the Brands in delivering an advanced Client Engagement strategy and to accelerate the adoption of new personalized client experiences, in order boost CRM performance. The CRM factory is organized in 4 teams to provide the Brands with an end-to-end accompaniment: Client strategy & Experience, Campaign management, CRM Performance, CRM Roadmap and innovation. The factory also collaborates strongly with other departments (AI, Analytics, Data Governance …) to deliver successful projects to the Brands.
We are currently seeking our future Client Engagement Expert to support one of our Brands in their Client engagement strategy and projects.
Your will be the major point of contact of the Brand to support her in all her Client engagement initiatives. Your role is to turn CRM data and customer trends into actionable insights to help the Brand refine her Client Engagement priorities and strategy, translate them into an action plan and implement the relevant omni-channel engagement journeys & experiences.
You will work in duo with an Experience Designer, and coordinate all other teams involved (other CRM Factory teams, Analytics, AI Factory etc..) to guarantee a successful project delivery.
How you will contribute
As the main point of contact of the Brand, you will have different missions
# 1: Support the Brand in defining its Client engagement strategy and priorities:
Develop strong relationship with all Brand stakeholders to understand key Brand objectives and stakes (acquisition, visit to store or websites, repeat, anti-churn, reactivation…)
Analyze the brand’s customer database, key relational metrics and current CRM Plan performance to identify key relational priorities
Brief CRM Performance team on additional quantitative or qualitative studies to increase customer knowledge: enrichment of existing segmentation, creation of personas, deep dive on specific customer segments etc.
Work closely with the Experience designer to identify existing or emerging client and market trends to best fit our Clients’ needs
Animate quarterly Executive meetings with the Brand to review main Client engagement KPIs, projects’ results, and refine the strategy if needed
# 2: Support the Brand in the definition and implementation of Client Engagement initiatives
Propose a tailored action plan to the Brand to better onboard, engage and retain our clients: data collection actions, omni-channel relational programs, One-to-one clienteling, immersive digital experiences, membership etc.
Work hand in hand with the Experience Designer to translate business needs into powerful omni-channel relational programs and experiences, taking into account the Brand’s DNA, and identify KPIs of success
Constantly optimize and enrich existing Client engagement experiences to improve client satisfaction and business impact (content, timing and channel personalization, integration of Social channels, localization etc.)
# 3: Coordinate all stakeholders to ensure Client Engagement project delivery & speak to the brand with one voice
Identify all stakeholders for a given project (Campaign Operations, CRM Performance, CRM projects and/or other Kering teams: AI, Analytics, Client service, e-commerce etc.) and act a project manager: governance and planning definition, animation of CRM project committees
Embark and coordinate all stakeholders to ensure successful and timely project end-to-end delivery: preliminary analysis, ideation, design, implementation, CRM capabilities build if needed, analysis & optimizations
Who you are
Graduated from a business school or equivalent
5 to 8 years of experience in customer engagement and digital marketing, within a digital agency, consulting firm or Retail company. Double experience both in consulting and corporate is a plus
Strong analytical and strategic skills, with proven success turning data into actionable, performant and differentiating client engagement strategies and experiences
Strong business partner with great communication and coordination skills, and with the ability to embark the Brand in our client-centric vision and convince her of our value proposition
Structured, organized and rigorous
Team player with a positive mindset
Ability to work in a fast-paced multidisciplinary and multi-cultural environment
Excellent written and spoken English skills
Previous international experiences appreciated, especially in Asia
Knowledge of Retail and/or Luxury is a must
Why work with us?
Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.
- Full time