Strategic Customer Experience Director

il y a 7 jours


NeuillysurSeine, Île-de-France Sephora Temps plein
About Sephora

Sephora is a leading beauty retailer within the LVMH family, with a presence in 34 markets and over 3,000 stores. We are a community of passionate team members who share a vision to inspire our customers, empower our teams, and help them become the best versions of themselves.

Job Description

We are seeking a Strategic Customer Experience Director to join our team in Europe. As a key member of our leadership team, you will play a critical role in defining and executing our customer strategy across the region, focusing on loyalty programs and member engagement.

Your mission will include:

  • Loyalty Program Strategy: Develop and lead a innovative loyalty program value proposition that aligns with our business objectives, ensuring differentiation and market leadership across Europe.
  • European Rollout & Localization: Design an optimal rollout strategy for the loyalty program across Europe (11 countries), establishing a strategic framework while adapting to country-specific requirements to maximize effectiveness and resonance at launch.
  • Business Performance: Continuously analyze customer data and client KPIs in collaboration with the Client Strategy Analyst, identifying opportunities for growth, refining program mechanics, and personalizing the customer journey to optimize the loyalty program and amplify customer engagement.

As a Strategic Customer Experience Director, you will excel and enjoy this position if you are ready to actively handle the following missions:

  • Define and lead strategic projects autonomously and effectively by collaborating with cross-functional teams.
  • Analyze complex data and translate those analyses into actionable recommendations to optimize our customer strategy.
  • Work in a dynamic and international environment, including regular interactions with different teams and cultures within the Europe region.
  • Take initiative and propose innovative solutions to improve customer engagement and loyalty program performance.
Requirements and Qualifications

To be successful in this role, you will need:

  • A solid experience (8-10 years) in customer strategy, CRM, or loyalty program management, with a customer-centric and results-oriented approach.
  • A passion for the beauty, luxury, or retail sector, and an excellent understanding of the specific challenges of these industries.
  • Excellent communication and presentation skills to effectively share your ideas and recommendations at different levels of the organization, including top management.
  • An ability to unite teams around a common vision and gain stakeholder buy-in.
  • An analytical mind and an ability to identify trends and opportunities from complex data.
  • A strong business acumen: strong understanding of business principles, financial analysis, and market dynamics.
Benefits

We offer a competitive salary of €85,000 per year, as well as a range of benefits, including:

  • A comprehensive health insurance package.
  • A generous pension scheme.
  • 25 days of annual leave.
  • The opportunity to work in a dynamic and international environment.


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