Context

Within the Global Lacoste Data & Client Team, the Client Loyalty & Experience Team aims to bring to life Lacoste's client strategy on a worldwide level by implementing new loyalty mechanics, benefits or experiences, as well as enhanced loyalty journeys.

The Client Loyalty & Experience Team works transversally with following teams:

• Other business HQ teams (Client Strategy, Client Data, Campaign Management, Ecommerce, Retail, Customer Service etc)
• Local business teams in 20+ markets (Marketing / CRM / Digital / Retail)
• IT & Product teams (CRM IT, Retail IT, Digital Product teams)

Reporting directly to the Global Head of Client Loyalty & Experience, we are hiring a CRM & Loyalty Excellence Project Manager.

Overall mission:

As the CRM & Loyalty Excellence Project Manager, you will work to ensure the quality of the member customer journeys of our loyalty program, ensuring a seamless experience for our members.

Projects:

• CRM offer implementation across markets (animation offers, loyalty reward catalogue update etc)
• Roadmap of enhancements & bug-fixing for our loyalty journeys across all touchpoints (cashdesk, loyalty engine, e-commerce, customer service, data, etc)
• Testing of loyalty enhancements & development of training materials for HQ & field teams

Responsibilities:

• CRM offer set-up & testing
• Proactively identify & prioritize enhancement needs
• Lead & coordinate the production of project deliverables: business requirements' documentation / customer use cases / functional specifications / test plans / training materials
• Structure, monitor & participate in the operational implementation of projects with different teams & markets
• Participate in the testing phase & track bugs
• Coordinate with internal teams involved in projects (non-hierarchical management)

Profile: minimum of 3 years' experience

Expertise:

• Client Marketing, CRM or Loyalty in Retail
• Working closely with technical / product teams
• Offer set-up, testing NRT & UAT
• Business knowledge of SFCC, Cegid & Marigold is appreciated
• Project management, across multiple projects & touchpoints
• Experience working in a store is a plus