Offre d'emploi Loyalty & Market Coordination 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 Data & Client HQ Team, the Global Client Strategy Team ensures on a worldwide level the Client Strategy & the Coordination with markets.

The Global Client Strategy Team works transversally with following teams:

* The other Data & Client Teams : Customer Analytics & Experience teams
* The other business teams : Campaign Management, Social Media, Media, Digital Flagship, Retail, etc
* The Product Category team
* The business teams in the markets (Marketing Directors & CRM Managers)
* IT teams

Reporting directly to the Global Client Strategy Senior Lead, we are hiring a CRM & Loyalty Manager, for whom principal missions are:

Overall mission

As the CRM & Loyalty Manager, your job is to convert marketing data into useful client insights that drive business value. Your responsibilities include analyzing the information to gain a better understanding of the client, producing strategic loyalty recommandations for markets.

CRM & Loyalty Business monitoring

* Performance monitoring of our key loyalty KPIs (recruitment, repurchase, retention, stability)
* Clients' feedback monitoring (satisfaction drivers & painpoints) through our Customer Voice platform
* Crafting of omnichannel Client Strategies & action plans based on the activity plan to achieve business goals
* Action plan results analyse & recommendations for future action plan set-up, in collaboration with Customer Analytics & Campaign Management Teams
* Close collaboration with Loyalty & Experience Team when it comes to the set-up and integration of new services / features.

Market coordination with the Client Community

* Daily coordination with CRM managers throughout Europe, NORAM and Asia concerning all CRM & Loyalty topics
* Accompagny CRM managers in the set-up of the yearly animation plan and associated action plan (and offers) to achieve end-year targets
* Animation of the Client Community through bi-annual Business Reviews
* Close collaboration with Data, Campaign Management and Digital Flagship team

Loyalty program analyses & enhancements through expansion, gifts & offers

* Performance analysis
* Recommendation of continued new experiences & mechanics for the program in line with Lacoste's strategic pillars
* Business modelisation for loyalty program roll-outs, new benefits, services & features
* Strategic recommendation of program promise in new environment (countries, outlets, corners.)
* Recommendation, modelisation for markets & supply follow-up of Loyalty program gifts

Minimum of 5 year experience, with an experience requested in one of the following domains:

Hard Skills

* Expertise in Client Marketing, CRM and Loyalty
* Business Analyste at controlling / finance or consultancy agency
* Consultant on various projects (retail, ecommerce, etc)
* Client-centric, data-driven, excellent management of Excel for analyse and modelisation.
* Excellent communication skills, and at ease to provide leadership and guidance to our different markets when it comes to CRM and Loyalty topics.
* Multi-project oriented, organised.
* Fluent in English.

Soft Skills

* Active Listening & Empathy - Capacity of understanding market nuances and diverse stakeholder needs.
* Team Collaboration & Spirit - Being able to join a united team and achieve shared objectives.
* Facilitation & Pedagogical Skills - Skilled in aligning complex technical and business perspectives (Markets, IT, Operations) through clear, accessible communication.
* Customer-Centric Focus - Putting yourself in the customer's shoes to deliver the best possible experience (XP).
* Analytical Skills & Critical Thinking - Ability to analyze and interpret data to drive actionable recommendations and apply critical judgment to market and business strategy choices.
* Organizational Dexterity & Adaptability - Managing numerous projects and priorities simultaneously in a multi-faceted environment.
* Rigor & Detail Orientation - Committed to delivering high-quality outputs
* Autonomy & Strategic Prioritization - Demonstrated ability to independently own complex subjects and effectively prioritize efforts.