IS&T CRM & Clienteling Expert

Position

The IS Clienteling will be responsible for leading the design, governance, compliance and continuous enhancement of clienteling, customer service, and after‑sales solutions within the Salesforce ecosystem. Acting as a main IT counterpart for business stakeholders, this role ensures the seamless integration of Salesforce Service Cloud and Marketing Cloud to deliver personalized and data‑driven customer experiences. The position requires a balance of technical expertise, program management, and cross‑functional collaboration to support business growth and customer engagement strategies across markets.

Job Responsibilities

• Support the evolution of Salesforce‑based Clienteling solutions, ensuring alignment with business priorities in clienteling, customer service, and Care processes.
• Act as an internal expert on Salesforce Service Cloud and Marketing Cloud, overseeing solution architecture, customization governance, and vendor deliverables.
• Manage end‑to‑end IT initiatives (requirements gathering, planning, execution, testing, rollout) ensuring on‑time and on‑budget delivery.
• Supervise application support and enhancements in collaboration with external partners, ensuring service quality and continuous improvements.
• Partner with retail, CRM, marketing, Care, Customer Service and digital teams to translate business requirements into effective Salesforce solutions.
• Coordinate with system integrators and technology providers, ensuring accountability, performance, and adherence to IT and security standards.
• Stay abreast of Salesforce ecosystem innovations and clienteling best practices in luxury retail to recommend future improvements.
• Ensure that clienteling tools maximize customer insights and enable a 360° view of high‑value clients, driving loyalty and retention.

Profile

Hard Skills / Requirements

• Minimum 6–7 years of professional experience in IT solutions delivery, preferably within luxury retail, fashion, or consumer goods.
• Proven expertise in Salesforce Service Cloud and Marketing Cloud, with solid understanding of solution configuration and customization.
• Strong background in program/project management, with the ability to manage multiple initiatives and stakeholders across regions.
• Experience in application maintenance and governance, coordinating internal and external resources.
• Experience in UX/UI on iOS App.
• Familiarity with clienteling processes (customer service, Care, CRM‑driven personalization).
• Solid understanding of data integration, CRM ecosystems, and omnichannel retail processes.
• Proficiency in English (written and spoken); French is a plus.
• Availability to travel.

Soft Skills

• Ability to connect IT initiatives with business priorities, customer engagement, and retail excellence.
• Strong interpersonal skills to build effective relationships with business stakeholders and vendors.
• Capacity to translate data into actionable insights and improvements.
• Pragmatic approach to solution delivery, balancing technical and business needs.
• Comfort operating in a fast‑paced, cross‑functional, and international environment.
• Clear and structured communicator, able to engage both technical and non‑technical stakeholders.