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Senior Clienteling

2 weeks ago

London, United Kingdom L'OCCITANE EN PROVENCE Full time

**Description**:
As the Senior Clienteling & Loyalty Coordinator you will continue implement of clienteling for the region and participate in the revamp of the loyalty program. You will manage the clienteling customer journeys and all touchpoints of the customer aimed at improving the customer experience. You will be responsible for customer experience excellence across all facets and channels: retail, digital, e commerce, onmi-channel, social. You will work closely with our IT retail team to on our bespoke L’OCCITANE app.

This position will partner very closely the Head of CRM UK and Europe, as well as international teams and messaging, store training, segmentation and test and learn around new tools & capabilities. You will work to effectively forecast clienteling sales and product performance and work closely to drive consumer centricity with all internal teams (Retail teams, Marketing, Digital and Ecommerce, Sales, Creative, Finance, Operations and Learning & Development).

**What Will You Do?**:

- You will support and work on clienteling roll out for Europewith the Head of CRM and support on development of the clienteling app as well as manage the different customer touch point to make sure the customer is contacted at the right time with the right channel
- Share with the team the weekly Clienteling morning brief, best practice sharing (internal & external), role plays, clienteling board updates
- You will partner closely with cross functional teams (retail, e commerce, digital, customer service etc) to achieve key KPIs and best in class customer experience.
- Ensure the comprehension of the clienteling KPIs, monitor the performances on a weekly basis and implement action plans to improve them, focusing especially on the data collection (audit of CRM cards to ensure data collection quality & enrichment) / data quality (de-duplication) & the retention of local clients
- You will also work on the loyalty program revamp to make sure it is well integrated in our clienteling program with clear VIP benefit
- Minimum of 3 years’ experience in CRM and clienteling including strategy implementation
- Expert knowledge of customer lifecycle journeys & loyalty program
- Expert working with store managers and boutiques
- Extensive knowledge and understanding of Luxury Business, customers, competitors and products
- Strong retail experience with a strong understanding of the customer experience and CRM
- Strong analytical skills, comfortable with large amounts of data. Tableau experience preferred
- Experience with clienteling Apps and rolling out clienteling in a fast pace retail environment
- Experience with crafting digital journeys and offline experiences
- Excellent planning skills
- Ability to work under pressure and meet tight deadlines
- Excellent communication skills

**What We Offer You**:

- Discretionary Company Bonus scheme
- Contribution Pension Scheme
- Holiday Allowance - above statutory
- Flexible Bank Holidays
- Enhanced Maternity (20 weeks full pay ) and Paternity leave (12 weeks full pay) after 1 year
- Hybrid working for Office based staff
- 3 days in the office
- Work from Anywhere Policy - up to 4 weeks a year
- Volunteering 1 Day
- Half day leave for Birthday
- One day’s holiday for NewlyWeds
- Discount Scheme
- Product allocation
- Company benefits platform
- Cycle to work scheme through Reward Gateway
- Travel Loan through Reward Gateway
- Subsidised health & wellbeing plan
- Long service awards

Please note some eligibility criteria may apply

**About L'OCCITANE EN PROVENCE**:
L’OCCITANE EN PROVENCE has been crafting beauty and wellbeing products since its creation in 1976 with the intention of sharing nature’s wonders with the world. We believe that beauty goes beyond what the eye can see. From seed to skin, we are holistic in our approach. We nurture nature and aim to create positive change in the world. And by doing so, we inspire those around us to do the same.

Not only an award-winning brand and a premium retailer, L’OCCITANE is proud to be a certified B Corp. From our field producers to our employees, our customers and our charity partners, we aim to leave a lasting, positive impact on our planet and people.

L’OCCITANE is an equal opportunities employer, committed to creating a diverse and inclusive workplace that is free from discrimination and harassment. This means that when making decisions about our employees’ careers, our main consideration is their ability to do their jobs and develop in their roles.

We recruit positive-minded people who share our core values and our commitment to sustainability. In return we offer competitive employment packages with multiple benefits, personal development programs and opportunities to grow and thrive as individuals.