IS&T CRM & Clienteling Expert

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.