Stage Client Experience Coordinator (F/H) Juillet2022

Role & Context Context Providing physical or virtual personalized experience to the customers has become essential to our House. As a region, it is a key priority to work closely with the EMEA markets on a customer centric approach, or how to develop an emotional bond between the brand and our clients. The Education / MOP teams are, therefore, looking for an applicant who will be in charge of deploying the clienteling / CRM HQ strategy, track BC performance / expertise and transformation projects in our Ultimate stores in Europe & Middle-East. Role The CRM and clienteling coordinator is in charge of and implementing & following the client experience strategies across key EMEA Markets with the objectives to grow loyalty, recruitment, and satisfaction (turning prospects into active clients & Ambassadors). She/he will support the local teams (Marketing & Education) in developing in-store activities & education programs that drive higher customer engagement, sales, and retention using the available CRM tools, eventing guidelines and digital training modules. The CRM and clienteling coordinator will also work cross-functionally with various HQ Teams (Retail Marketing, CRM, Education) as well as markets and EMEA Teams to build strong customer experience plans across the region. This position will report to the EMEA Education & Retail Manager and EMEA marketing Manager, based in Guerlain HQ in Paris. 1 – CLIENT EXPERIENCE ULTIMATES: * Monitor on a monthly basis the activity and performance of Ultimate doors to ensure main targets / KPIs are reached * Challenge the markets on their monthly performances and collect their feedbacks * Build clienteling action plans per country / store level based on each specificities / objectives * Coordinate the implementation of retail innovations tools across the region * Share to the markets and HQ teams best practices * Work closely with the Retail Marketing HQ Team on the development of the new service menu EXCEPTIONAL PIECES: * Create 360° activation platform to deploy VIP events promoting our Very High Perfumery across the region * Check with the supply team the products stock availability and follow the delivery & transfer process * Work cross-functionnaly with MOP / Retail Marketing / Marketing Dev / CRM / PR teams to develop required assets * Monitor the performances of the events 2 – CRM COORDINATION * Ensure the local development of remote selling activity and data collect operations * Use relevant CRM data to propose initiatives to the markets * Monitor the roll-out of Bee Gold (clienteling tool) and campaigns efficiency/ROI * Coordinate the deployment of Guerlain & You our new loyalty programs * Build, challenge and monitor the masterclasses activities in the region. Develop new ways of addressing the VVIP clients (at home consultations etc.) * Competition & benchmark monitoring PROFILE 3 – EDUCATION MOBILE LEARNING * Working with Teach on Mars platform dedicated to trainers and beauty advisors: * Creating monthly reports for learner’s behavior in the region * Posting new modules in the region of EXPORT-EURAF * Assisting to all markets with their daily basis needs on the app * Assisting with launching the app in new countries INTERNATIONAL WEBINARS/SEMINARS * Coordinating the program of all regional webinars/seminars EDUCATION REPORTING * Collaborating on building the quarter newsletter, gathering information needed from monthly education reports Bac +5 - Business School. A first experience in MOP or in the high end retail sector a must Language skills: French (business proficient) - English (business proficient) Computer skills: Word (advanced) - Excel (advanced) - Power point (advanced) Function skills: Excellent communicator, good listening skills, pragmatic, analytical, sense of priorities, focused on customer satisfaction, innovative, passionate for the cosmetics industry, organized and independent, results oriented