CRM & Loyalty Excellence Project Manager M - F H/F Lacoste

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.

Overallmission:

As the CRM & Loyalty Excellence Project Manager, you will work toensure 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)