CDI – Client communication & Journeys strategy – Fragrances and Beauty

Client Communication & Journeys Strategy Manager

As Client Communication & Journeys Strategy Manager, you will define and lead the global vision for client communications & journeys across different customer touchpoints. Reporting to the CRM & Data Director, you will shape how the Maison engages with clients across relational touchpoints, ensuring a seamless, elevated and consistent experience. This is a strategic leadership role at the intersection of Customer Experience, CRM, Brand, Digital and Data.

Key Responsibilities

• Define the communication & touchpoint strategy, establish global frameworks and governance, work hand in hand with the regions to set‑up the relational communications & journeys in the most relevant way for all markets, and drive innovation across all customer touchpoints to support business growth while reinforcing the Maison’s brand equity and client experience.
• Lead and develop a team of approximately 10 experts, fostering a culture of collaboration, innovation and customer‑centricity.

Global Client Communication Strategy

• Develop an omnichannel communication strategy spanning Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other regional messaging ecosystems.
• Establish communication principles, governance and best practices across all regions and markets.
• Ensure consistency, relevance and excellence across every customer interaction.

Customer Journey & Touchpoint Strategy

• Design and continuously evolve end‑to‑end 360° customer journeys across acquisition, onboarding, engagement, loyalty and clienteling.
• Define the strategic role of every customer communication touchpoint within the customer experience and master client communication pressure.
• Identify emerging customer behaviors, technologies and communication opportunities to continuously elevate the client experience.

Brand Campaigns & Relationship Strategies

• Lead the development of customer experience and relationship strategies for all 360° brand campaigns, translating brand objectives into impactful client engagement initiatives and executing them seamlessly across various relational platforms and channels.
• Integrate regional and market‑specific needs into a cohesive global framework, enabling local relevance while maintaining brand consistency and excellence in customer experience.

Partner Across the Organization

• Act as the strategic partner and foster strong collaboration across global (Artistic Direction, Marketing, Retail, E‑business) and regional teams while ensuring clear priorities and effective execution.
• Work closely with the other Client Experience & Relationships Teams (Data, Loyalty, O2O, Online and Offline Services).
• Ensure communication strategies are customer‑centric, data‑informed and locally relevant while maintaining global consistency.

Performance & Innovation

• Define strategic KPIs and success metrics to measure business impact and customer engagement.
• Continuously leverage customer insights, analytics and performance data to optimize communication effectiveness.
• Champion innovation in customer engagement and communication experiences.
• Promote a culture of experimentation, testing and continuous improvement.

Team Leadership

• Lead, coach and inspire a team of approximately 10 professionals, creating an environment that encourages collaboration, innovation and continuous development.
• Act as a mentor and trusted leader, developing talent and supporting career growth within the team.

Qualifications

• Minimum 15 years of experience in Customer Experience, CRM Strategy, Customer Communications, Campaign Management or Relationship Marketing.
• Significant experience within the Luxury and/or Beauty industry, with a deep understanding of premium customer expectations and brand experience.
• Strong strategic mindset with the ability to translate customer insights into impactful communication strategies.
• Proven experience defining and implementing global customer communication strategies in an international organization.
• Experience in strategic planning (agency or client‑side) is a strong advantage.
• Extensive knowledge of customer communication ecosystems including Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other market‑specific channels.
• Excellent stakeholder management skills with the ability to influence senior executives and lead cross‑functional initiatives in a matrix organization.

Key Skills

• Client Communication Strategy & Client Experience (CX)
• Omnichannel & Touchpoint Strategy
• CRM & Customer Lifecycle Management
• Customer Journey Design
• Data‑Driven Decision Making & Result monitoring
• Strategic Planning
• Luxury Customer Experience
• Leadership & People Development
• Innovation & Transformation

Benefits

• Dynamic, innovative and learning‑driven environment.
• Opportunities to work with a diverse group of experts in the luxury industry.
• Part of a world leader in creating, manufacturing and distributing luxury products.
• Well‑being programmes, learning and development opportunities, and parental leave for all parents globally.