T itle: E-commerce Client Activation Specialist H/FEntity: Hermès Sellier, division Hermès Distribution Europe (e-commerce Europe)Department: Clients & Services - Customer ExperienceDate: asapStatus: cadre - CDIWorking hours: Monday to Friday, 5 days worked per week. Availability required occasionally on Saturdays, Sundays and bank holidays.Location: Paris (9th arrondissement) Overall mission: The European e-commerce entity is responsible for the online distribution of Hermès products in 17 European countries and currently consists of 110 people and is divided into five teams: Clients & Services, Finance and Projects, Merchandising & Data, Human Resources and Operations.You will be part of the Clients & Services department which includes about 70 people. Your role is to strengthen and extend our customer loyalty building an annual activation plan and animating it throughout the year. The plan may include targeted client communications, bespoke attentions, bespoke experiences, animations and events.You report to the Customer Experience Manager and work in close collaboration with our e-commerce Client Analyst, the CRC Managers, the Merchandising Managers, and the subsidiaries to guarantee an omnichannel approach. Your position is based in Paris and implies a few trips to European animations and events. On a day-to-day basis, what will your job look like? Within Hermès.com Europe, your role is to define and animate the client activation plan throughout the year, in an omnichannel approach (website, customer service, emailing, etc.) and as such to develop our client's loyalty.Client relations & activations:

• Develop a customer journey mapping and the key emotional stages of our e-commerce clients to improve overall customer engagement and conversion.
• Define client activation plan and ensure the successful implementation and execution.
• Collaborate closely with the Merchandising and CRC to identify local business needs (métiers and services) and support clienteling initiatives and actions for targeted clients/segments to foster engagement.
• Set up and successfully implement campaigns. Make sure that clients are contacted meaningfully throughout all communication channels (phone, e-mail, messaging, post).
• Assist in implementing improvements to increase the opt-in score of our e-commerce customers (website, CRC, emailing campaigns etc.).
• Conduct periodic account reviews with the e-commerce client analyst to assess the engagement of the client relationship and plan future actions.
• Ensures the achievement of the KPIs defined together with the Customer Experience Manager (e.g. customer lifetime value, customer satisfaction and feedback, activation rate).

Client communication & events:

• Definition of client communication guidelines throughout the digital customer journey (website, customer service, emailing, etc.).
• Guarantee a harmonised image throughout all touchpoints and in line with the Group vision in terms of singularity and excellent quality standard.
• Coordinate the Client Advisors' community to help them develop and maintain authentic and playful relationships with key clients. Accompany clients to some events and visits.
• Manages communication around the implementation of new customer services.
• Organization of meaningful bespoke discoveries (Parisian workshop & store visits etc.).
• Accompany the team in detecting clienteling opportunities, supporting their clienteling initiatives on a day-to-day basis.

Collaborations & Training:

• Strong cross-functional collaborations always ensuring a consistent client experience (client & service, merchandising, project management team) for a client-centric approach of our business unit.
• Work closely with the CRC Managers to identify client opportunities, share best practices and ensure a harmonised customer experience. Also, support the Customer Service Agents in providing extra-mile service solutions to e-commerce's top clients.
• Regularly realises market research and benchmarks on client's expectations, new trends, competitors' practices.
• Regular training of Team Managers, Expert Client Advisors and CRC agents on client communication, customer knowledge (foster relationships, increase sales opportunities)

This position is for you if you have:

• A first successful experience in creating a customer journey map, a client activation plan and improvements of customer lifetime value results.
• A strong customer focus to understand clients' needs. Foster a culture of service excellence and have a good understanding of our clients' lifestyle.
• Very well organised and detail-oriented to manage successfully multiple projects and initiatives simultaneously.
• Excellent interpersonal and communication skills.
• You are at ease in interacting with VICs and have a talent to put clients at ease via various communication channels/ during showroom visits/events, etc. and you know how to transmit this knowledge effectively.
• A creative mind with a bold vision to push boundaries.
• Team player who is considered a person with the ability to collaborate with cross-functional teams to achieve common goals, particularly with Client analysis, CRC, E-Merchandising, and Operations.
• 5 years' experience in Client experience and/or CRM and/or Communication in the luxury sector.
• Enthusiastic, curious, positive and professional.
• Mandatory bilingual level in French and in English, another European language is a plus.