Fort de mon expérience internationale et passionné par l'univers du luxe, je me suis spécialisé dans le développement de la désirabilité de la marque à travers l'engagement et la fidélisation de la clientèle. Mon profil orienté client et ma créativité aiguë me permettent de faire vivre aux clients une expérience de luxe singulière.
I am in charge of BENELUX & Scandinavia for the following missions: - Develop clienteling activities in and off store; - Manage the e-clienteling application; - Create, develop and implement a Local Contact Plan adapted to each local market with 360 activation including direct mail and e-mail journeys; - Formulate the regional strategies for acquisition, retention and re-purchase by creating purchase behavioral models for each country and aligned with the global brand strategy; - Manage Data Capture and Contactability KPI’s; - Clienteling training for regional teams; - Manage the CRM annual budget.
Reporting to the Director of Communication and Marketing for Latin America, I was responsible for the markets of Mexico, Brazil, Panama, Chile and Aruba, for the following missions: - Develop clienteling activities in and off store; - Manage the e-clienteling application liaised with IT; - Formulate the regional strategies for acquisition (avg. conversion + 27% vs LY), retention (avg. 30% L12M) and development (avg. freq. 1.8 L12M) by creating purchase behavioral models for each country and aligned with the overall brand strategy; - Implement and manage the VIC Customer Development Program (avg. freq. 8.6 L12M); - Implement the Customer Journey Program; - Manage the Net Promoter Score (avg. 90/100) to improve the customer experience; - Clienteling training for regional teams; - Manage DIRMA campaigns, E-marketing plan and SMS at the regional level; - Manage the quality of the database;
Reporting to Latin America's Retail Director I had under my responsabilities: - Formulate and implement the first regional customer service policy while respecting the product and the brand image; - Qualitative and quantitative analysis of service KPIs and formulation of action plans; - Manage communication with customers in need of support.
- ROI analysis of new marketing projects and suppliers sourcing; - Local market analysis and feasibility studies to import high-end vehicles of the brand; - Participation in the local pricing strategy.