SENIOR CX & OMNICHANNEL PROGRAM MANAGER

SENIOR CX & OMNICHANNEL PROGRAM MANAGER

The CX & Omnichannel department of the LVMH Group is accompanying Maisons on their omnichannel & selling capabilities growth with the objective to offer to the clients a seamless omnichannel customer journey. To achieve this result CX & Omnichannel department is there to support our Maisons’ acceleration on omnichannel transformation and thus to enhance 360 customer experience, through various programs focused on drive-to influence, purchase ceremony, after-sales services, performance, governance, transformation, customer satisfaction etc.

Senior CX & Omnichannel Program Manager is accountable for the Group omnichannel business needs identification, strategic orientation, cross department projects management and relationship with the Maisons.

Part of CX & Omnichannel department, Senior CX & Omnichannel Program Manager reports to the Omnichannel Director and plays a key role in a daily dialogue with Maisons & Group Departments in order to:

Track market trends and best practices within the industry and cross business sectors to define target (what good looks like) and to build convictions

Define at Group level dedicated omnichannel programs, co-design projects with the Maisons and follow-up their implementation. Become a trusted advisor to decision makers through demonstration of strong leadership in CX & Omnichannel

Work closely with Group departments and partners to set-up concrete and pragmatic actions plans and solutions for omnichannel acceleration, focusing on scalability and replication by design

Create awareness on omnichannel and animate communities within the Group and the Maisons

At Maison level, tackle key pain points and provide custom-made consultancy to co-design their omnichannel strategies, roadmaps or to accompany them with specific expertise and/or pilots. Act as a true conductor while driving cross-functional teams (business/retail, supply chain, operations, digital experts, media, IT, HR, etc.)

Measure success and monitor maturity, profitability, performance and satisfaction evolution with both quantitative & qualitative KPIs

“OMNICHANNEL CUSTOMER JOURNEYS & MEASUREMENT” PROGRAM

• relevantomnichannel customer journeys and map LVMH omnichannel maturity
• and widespread Group convictions, tools, pre-requisites,… on“drive-to” mechanisms
• build, enrich and deployomnichannel measurement standards at Group level
• omnichannel measurement framework & support implementation of dashboards
• omnichannel dashboards. Work on their enrichment: new KPIs, automatization, data visualization, etc. Onboard new Maisons and assist them in using their dashboards and draw conclusions with their omnichannel strategies
• omnichannel measurement to address specific needs: drive-to-store performance, omnichannel media mix performance, etc.
• Group benchmark foromnichannel performance
• Maisons define theirCX & omnichannel strategy, via the management of “omnichannel accelerators” across Maisons. Propose omnichannel excellence frameworks and omnichannel governance models
• of recommendations towards LVMH and Maisons c-levels / top management

Background and required qualities:

• Master degree in Business in a top school, or equivalent working experience.
• 15+ years of experience working in the field of Omnichannel / E-business / Digital with a strong knowledge of Retail business
• Experience in navigating complex organizations
• Able to put in place solid governance schemes and clear decisions processes
• Result oriented & Rigorous
• True leader with a strong team spirit while agility and political competencies
• Curios and open minded by nature
• Full proficiency in English
• Strong analytic and strategic skills
• Consulting skills/ experience is a strong advantage