Consumer Experience Manager / Responsable Expérience Client 

Our Client:

Wanting to inspire authenticity, this European luxury brand transforms memories and emotions into fragrances, makeup, and other creative projects. It redefines luxury with emotion-driven creations, offering a limitless brand experience. Available in over 40 countries, the brand is expanding its online presence and is committed to fostering creativity and diversity. The focus is on talent and experience, our client believing that powerful teams drive growth and innovation. They embrace individuality and aim to learn and grow beyond business goals.

The Role:

Our client is looking for a Consumer Experience Manager who will sit within the marketing team. As a fast-growing brand, they want to find their next expert in Customer Experience who will help elevate their clienteling strategy across the retail network and ensure the delivery of an excellent consumer experience on a global scale. As a member of their amazing Marketing team, you will collaborate with internal and external partners to create a strong and unique consumer experience and ensure increased productivity per door.

What you will do:

Strategy

• Develop and implement the Consumer Experience vision, strategy and plan.
• Drive Productivity and profitability per square meter of retail space.
• Define and maintain Brand standards for the retail environment, client navigation and interactions.
• Manage the Consumer Experience budget.
• Define strategic insights based on Consumer Experience trend, innovations & categories.
• Collaborate with cross-functional teams to create innovative retails concepts and initiatives, that encompass an omnichannel approach. 

Execution

• Provide store opening guidelines and direction on in-store consumer experience.
• Plan and execute retails events and activations, including product launches, workshops and masterclasses. Coordinate with marketing and PR teams to generate excitement and awareness.
• Oversee the creation and consistency of education CEX modules for the brand.
• Cascade CEX concept on all touch points, offline and online, and make sure of perfect execution.
• Oversee the development of the key Consumer Experience seminars: Annual global seminars & Regional seminars
• Equip BAs and Retail community with the knowledge and tools required to deliver best-in class and client-centric experience.
• Collaborate with CRM and Clienteling teams for an omni channel approach and to build loyalty driving clienteling programme.
• Analyse the key Retail KPIs (retail metrics, mystery shopping) & provide strategic recommendations to drive brand growth and optimized online & offline consumer experience excellence.

Who you are:

• Fluent English speaker
• Retail experience and a deep understanding of consumer journey mapping, customer insights, and implementing successful consumer experience strategies.
• Good communication skills to understand consumer needs and expectations, as well as to coordinate with various departments in the organization to ensure a consistent consumer experience.
• Analytical skills to interpret consumer feedback and data, identify areas of improvement, and measure the impact of CEX initiatives.