CDI – Client communication & Journeys strategy – Fragrances and Beauty
On-siteNeuilly-sur-Seine, Île-de-France, France
Job Summary
Define the global client communication strategy across the entire customer lifecycle, establishing omnichannel frameworks for Email, SMS, Push Notifications, WhatsApp, and regional messaging ecosystems. Design and evolve end-to-end 360° customer journeys spanning acquisition, onboarding, engagement, loyalty, and clienteling while ensuring consistency across all touchpoints. Lead a team of approximately 10 experts, fostering collaboration and innovation to drive business growth and reinforce brand equity. Partner with global and regional teams including Artistic Direction, Marketing, and Retail to translate brand objectives into impactful engagement initiatives. Define strategic KPIs and leverage customer insights to optimize communication effectiveness and champion continuous improvement in customer experience.
Required Qualifications
- Minimum 15 years of experience in Customer Experience, CRM Strategy, Customer Communications, Campaign Management or Relationship Marketing
- Significant experience within the Luxury and/or Beauty industry
- Proven experience defining and implementing global customer communication strategies in an international organization
- Extensive knowledge of customer communication ecosystems including Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other market-specific channels
- Excellent stakeholder management skills with the ability to influence senior executives and lead cross-functional initiatives in a matrix organization
- Experience in Strategic Planning (agency or client-side) is a strong advantage
Desired Qualifications
- Experience in Strategic Planning (agency or client-side) is a strong advantage
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