Offre d'emploi CRM & Loyalty Excellence Project Manager (M/F)

A la croisée de la mode et du sport, Lacoste crée et libère le mouvement. A la fois universelle et intemporelle, la marque transcende les cultures et les générations, érigeant le crocodile en signe de ralliement.

Marque française iconique présente dans près de 100 pays, Lacoste se distingue notamment par son savoir-faire unique dont est empreint chacun de ses métiers, de la confection à la distribution omnicanale.
Chez Lacoste, l'élégance va au-delà du style. Cette élégance guide l'ensemble de ses actions et de ses engagements, sociétaux et environnementaux.

Travailler chez Lacoste, c'est appartenir à une communauté de 8500 collaborateurs déterminés à construire l'avenir. Engagée à faire de l'égalité des chances une réalité et à révéler les potentiels, l'entreprise rassemble des talents de tous horizons, quelles que soient leurs différences.

Lacoste est l'une des marques inspirantes, animées par des équipes passionnées du groupe MF Brands, aux côtés de Aigle, Gant et Tecnifibre.

Context

Within the Global Lacoste Data & Client Team, the Client Loyalty & Experience Team aims to bring to life Lacoste's client strategy on a worldwide level by implementing new loyalty mechanics, benefits or experiences, as well as enhanced loyalty journeys.

The Client Loyalty & Experience Team works transversally with following teams:

* Other business HQ teams (Client Strategy, Client Data, Campaign Management, Ecommerce, Retail, Customer Service etc)
* Local business teams in 20+ markets (Marketing / CRM / Digital / Retail)
* IT & Product teams (CRM IT, Retail IT, Digital Product teams)

Reporting directly to the Global Head of Client Loyalty & Experience, we are hiring a CRM & Loyalty Excellence Project Manager.

Overall mission:

As the CRM & Loyalty Excellence Project Manager, you will work to ensure the quality of the member customer journeys of our loyalty program, ensuring a seamless experience for our members.

Projects:

* CRM offer implementation across markets (animation offers, loyalty reward catalogue update etc)
* Roadmap of enhancements & bug-fixing for our loyalty journeys across all touchpoints (cashdesk, loyalty engine, e-commerce, customer service, data, etc)
* Testing of loyalty enhancements & development of training materials for HQ & field teams

Responsibilities:

* CRM offer set-up & testing
* Proactively identify & prioritize enhancement needs
* Lead & coordinate the production of project deliverables: business requirements' documentation / customer use cases / functional specifications / test plans / training materials
* Structure, monitor & participate in the operational implementation of projects with different teams & markets
* Participate in the testing phase & track bugs
* Coordinate with internal teams involved in projects (non-hierarchical management)

Profile: minimum of 3 years' experience

Expertise:

* Client Marketing, CRM or Loyalty in Retail
* Working closely with technical / product teams
* Offer set-up, testing NRT & UAT
* Business knowledge of SFCC, Cegid & Marigold is appreciated
* Project management, across multiple projects & touchpoints
* Experience working in a store is a plus