Global Clienteling & Loyalty Strategy Lead

Maison Alaïa; Paris; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Maison Alaïa is seeking a strategic Client Engagement Manager to define and lead the global Clienteling strategy, driving client retention, lifetime value, and excellence across all touchpoints. This leadership role collaborates with Head of VIC, Retail, Marketing, E-commerce, CRC, Merchandising, and regional teams to ensure a consistent, personalized client experience worldwide.

You will build a 3-year roadmap, oversee tools and processes, and champion a client-centric culture across retail,

Responsabilités

• Develop and implement the Maison’s global Clienteling vision in line with business growth objectives
• Establish Client Engagement standards and best practices across all markets
• Build and execute a 3-year roadmap focused on client retention, loyalty, and customer lifetime value
• Leverage client data to identify growth opportunities
• Monitor key client metrics related to acquisition and client lifetime value
• Partner with Data and Analytics teams to enhance client data quality, governance, and utilization
• Define a new client segmentation framework and associated engagement plans
• Define personas in collaboration with the Communication team
• Develop personalized engagement journeys throughout the client lifecycle
• Oversee outreach strategies, client activation programs, and personalized communication initiatives tailored to client segments
• Lead newsletter strategy in collaboration with key stakeholders
• Ensure global consistency while allowing for relevant local market adaptations
• Drive adoption of Clienteling and promote a strong client-centric culture across retail teams worldwide
• Define Clienteling standards, methodologies, and operational guidelines
• Partner with Retail Excellence and Learning teams to develop training programs and capability-building initiatives
• Support regional teams in achieving Clienteling objectives and performance targets
• Act as the business owner for Clienteling and CRM platforms
• Identify and lead technological enhancements that improve both client experience and team productivity
• Collaborate with Richemont teams and IT on omnichannel transformation projects
• Lead the design and global rollout of the Maison’s NPS & NSS program, transforming Client feedback into continuous in-store client experience improvements
• Define Clienteling targets and performance dashboards
• Track regional performance and identify opportunities for continuous improvement
• Measure the ROI and business impact of Clienteling initiatives
• Present performance insights, recommendations, and strategic updates to the commercial team and CODIR
• Manage the team: 1 permanent role, 1 apprentice, 1 intern, and external partners
• Own the Clienteling team’s operating budget

Description du poste

Maison Alaïa is seeking a strategic Client Engagement Manager to define and lead the global Clienteling strategy, driving client retention, lifetime value, and excellence across all touchpoints. This leadership role collaborates with Head of VIC, Retail, Marketing, E-commerce, CRC, Merchandising, and regional teams to ensure a consistent, personalized client experience worldwide.

You will build a 3-year roadmap, oversee tools and processes, and champion a client-centric culture across retail,