1. CONTEXT

As part of the Global Commercial & Customer department at Lacoste, the Customer Care team plays a strategic role in shaping the brand image and building Customer loyalty.

Our mission is to deliver a premium, seamless, and memorable experience across all communication channels (phone, email, chat, social media, chatbot, etc.) and for all types of customer inquiries (e-commerce, retail, brand, product, etc.).

In the context of elevating Customer Experience, we are recruiting a Global Head of Customer Care Excellence & Training, reporting directly to the Global Customer Care Director. This role supports the development of team skills, knowledge and engagement across international markets (Europe, the Americas, Brazil, Asia, etc.), in alignment with Lacoste's brand positioning & strategy, to provide a premium experience to our potential and existing Customers.

2. MAIN RESPONSIBILITIES

1. Define & Deploy Global Training and Quality Strategy Shape the vision for Customer Care excellence and lead its implementation across markets, ensuring consistent, premium experiences that keep customers at the center.

2. Design Engaging Learning Journeys Create innovative training programs using diverse formats (videos, interactive workshops, masterclasses, webinars, quizzes, gamified modules, etc.). Collaborate with agencies or produce content in-house to deliver impactful learning experiences.

3. Empower & partner with Local Teams Build strong local ambassadors through Train-the-Trainer initiatives and act as a trusted partner by understanding market-specific needs to deliver tailored solutions that drive adoption, ensure global consistency, and maximize impact.

4. Collaborate and Engage Across Functions Work closely with cross-functional teams (Customer Experience Academy, Retail, Digital, Marketing, CRM, etc.) to ensure omnichannel consistency, raise awareness of their impact on service quality, and keep Customer Care a top priority to maximize business impact.

5. Drive Business Impact Through Customer-Centric Initiatives Lead training programs aligned with strategic business priorities while leveraging customer and advisor insights to implement actionable improvements that enhance satisfaction, elevate experiences, and optimize operational performance.

6. Monitor & Optimize Performance Track and analyze KPIs (CSAT, NPS, productivity, quality scores, sales impact…) and audit results to identify improvement opportunities. Implement actions that deliver measurable outcomes.

7. Enable Knowledge Excellence Provide local teams with the tools, structure, and AI-powered solutions needed to maintain a centralized, well-organized knowledge base. Ensure intuitive access, clear update processes, and best-in-class technology to drive product, brand, and service excellence while improving operational efficiency and local process integration.

8. Lead Change for Future Growth Support Customer Care teams through change management, helping advisors and managers adopt new ways of working and embrace innovations-such as AI-to deliver more proactive, personalized, and sales-oriented services.

· Master's degree or equivalent.

· 5-10 years' experience in Training, Customer Care, or Retail-ideally in premium/luxury.

· Strong customer-centric / user centric mindset and passion for service excellence and operational efficiency.

· Ability to synthesize information and present it in a concise, impactful and aesthetic way.

· Proven project and change management skills.

· Fluent in English and French, comfortable in multicultural environment.

· Familiarity with LMS, digital learning tools and AI-driven solutions.

· Creative, tech-savvy, and innovative.

· Excellent interpersonal skills, autonomy, able to engage HQ and local teams effectively