Responsable CRM, Expérience Client & Omnicanal - H/F
Core
Define, manage, and optimize the end-to-end customer journey to ensure a fluid, consistent, and differentiated experience across all touchpoints.
Role type
Senior Customer Experience & CRM Manager
Builds
Customer retention programs, omnichannel engagement strategies, and unified customer data platforms
Domain
Retail fashion (luxury/accessible) + Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team management, CRM strategy, marketing automation, omnichannel orchestration, data analysis, customer segmentation, compliance (GDPR), retail operations
Preferred skills
AI tools implementation, clienteling, e-reputation management, project management
Technologies
Marketing automation platforms, CRM systems, data analytics tools, chatbots/IA agents
Responsibilities
Manage a team of 5 specialists, structure and optimize CRM programs, ensure GDPR compliance, unify offline/online customer data, pilot omnichannel experiences, and drive customer retention metrics.
Seniority
Senior, hands-on IC with management responsibilities