Job Description:

As a CRM & Data Project Manager within the regional digital team, you will play a crucial role in enhancing customer interactions through digital tools. Based in France and reporting to the CRM & Data Manager, your primary responsibilities will include structuring and monitoring customer KPIs to evaluate the performance of CRM initiatives, and rolling out CRM projects (tools, platforms, and methodologies) across the region, which comprises diverse and rapidly growing markets for the three divisions.

Key Responsibilities:

1. CRM TOOLS FOLLOW-UP & ROLL OUT

• Coordinate the management of CRM projects (clienteling, CDP, marketing automation tools, client service) across the three divisions and markets.
• Optimize processes and governance within the region to ensure smooth communication among all project stakeholders.
• Structure the measurement of tool adoption.
• Facilitate the user community by sharing best practices, developing training modules, and implementing feedback loops.

2. DATA ANALYSIS & PERFORMANCE MEASUREMENT

• Structure the approach to customer KPI tracking for markets and divisions within the region by creating reports, dashboards, and supporting materials.
• Conduct ad hoc analyses to identify customer priorities and develop CRM strategies for the region's markets and divisions.
• Establish a methodology for measuring CRM activation performance (e-DM, clienteling, gifting, mailing, etc.): online and offline, including control groups and attribution models.

3. CUSTOMER STRATEGIES & RECOMMENDATIONS

• Based on analyses and business priorities, define CRM priorities for each market across various channels (email, clienteling, mailing, gifting, Customer Care, etc.).
• Support the deployment and structured use of segmentation and scoring to continually improve targeting and communication performance.
• Develop A/B testing methodologies for specific regional markets and guide teams in implementation and tracking.
• Oversee the implementation of clienteling strategies for our markets.
• Monitor Customer Care quality and share best practices to ensure service quality.

Candidate Profile:

Required Skills:

• Proficiency in data analysis and visualization tools (Power BI, Tableau, Google Analytics).
• Strong understanding of omnichannel flows and digital customer journeys.
• Project management skills.
• Fluency in English (Spanish is a plus).
• Proven experience in CRM/client engagement and luxury is essential.

Personal Attributes:

• Excellent analytical and synthesis skills.
• Customer-oriented mindset with a passion for innovation.
• Strong interpersonal skills and a collaborative spirit.
• Entrepreneurial mindset and hands-on approach.
• Ability to manage complex projects with multiple stakeholders.

Education and Experience:

• Master's degree in Marketing, Data, Digital Project Management, or equivalent.
• At least 5 years of proven experience in a similar role, ideally in an omnichannel or retail environment.