Offre d'emploi CRM & Loyalty One-to-One 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 One-to-One Project Manager.
Overall mission:
As the CRM & Loyalty One-to-One Project Manager, you are responsible for the one-to-one relationship tools between Lacoste & its members, by delivering efficient tools as well as driving the change internally.
Projects:

* Customer Voice: live tool, collecting customers' feedback after an experience with the brand & enabling our field teams to re-engage with ambassadors / detractors
* Clienteling: new tool to be designed & launched in 2026 in first markets with follow-up roll out plan for 2027

Responsibilities across both projects:

* 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
* Monitor KPIs related to the usage & impact of the tools
* Proactively share ideas to enhance our loyalty program, based on client data & feedback
* Promote the tools internally
* Coordinate with internal teams involved in projects (non-hierarchical management)

Profile: minimum of 5 years' experience

Expertise:

* Client Marketing, Clienteling or Loyalty in Retail
* Project management experience across multiple projects & touchpoints
* Working for tools designed for store teams
* Experience working in a store is a plus