Loyalty & Market Coordination Manager (M/F)

il y a 5 jours

Boulevard de Montmorency Paris France Lacoste Temps plein

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

Loyalty program analyses & enhancements through expansion, gifts & offers

  • 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

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