CRM & Loyalty One-To-One 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 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)