Head of Client Insights & Activations (F/H/X)

Position

Dior Couture is looking for a talented Head of Insights & Activations to join the CRM Team, within the Omnichannel department. This is a senior role responsible for connecting client intelligence, business analysis, and engagement strategy to drive highly relevant, high-impact client experiences and commercial growth.

The role is a Creation de Poste. The candidate will ensure that insights directly inform activation design, and that activation results continuously enrich client understanding and client development across one-to-one and one-to-many touchpoints.

The successful candidate will bring a combination of analytical skills, strategic vision, pragmatic execution, and luxury sensibility.

Job responsibilities

Integrated Client Strategy

• Define and lead the overarching strategy for Insights and Activations pillars across Dior Couture, building a connected operating model
• Ensure a seamless link between insight generation, audience prioritization, activation planning, and performance optimization
• Position the function as a strategic growth driver for client loyalty and desirability, influencing senior stakeholders through clarity and credibility

Client Insights

• Oversee a Client Insight Manager and collaborate with Client Data Analysts
• Set the client insights agenda for Dior Couture, including behavioral analyses, segmentation, lifecycle, retention, recruitment, value development, and loyalty trends
• Drive data-informed decision-making
• Act as the voice of client performance, supporting business reviews and strategic planning, occasionally liaising with LVMH Group
• Storytell client data into meaningful business narratives and recommendations
• Develop a deep understanding of high-value client dynamics, purchase patterns, and engagement drivers
• Build self-service dashboards and data visualizations for stakeholders

Omnichannel Activations

• Consolidate omnichannel activation calendars across key commercial moments, launches, and seasonal priorities, partnering cross-functionally with all client teams (Clienteling, Events, Hospitality, Media, E-commerce, Client Services...)
• Champion client centricity, ensuring plans are meaningful from a client perspective and align with Dior Couture's image, product, and commercial strategy
• Drive IT roadmap with the Head of CRM Products and Programs for orchestration, commercial pressure, personalization, and new channel enablement
• Optimize campaign effectiveness through segmentation, testing, and performance analysis
• Run A/B testing, leveraging AI
• Identify and prioritize a roadmap of lifecycle management journeys, triggers, and automations

One-to-One Activations

• Oversee a team of 10+ people managing a \"One to Many\" client engagement factory (email, messaging apps, social crm)
• Define operations at scale, cross-functionally integrated with content, e-merch, and product teams
• Define channel roles by business objective, focusing on e-mail
• Drive innovation while preserving exclusivity
• Influence regional teams for localization needs

Omnichannel Orchestration

• Strategize closely with clienteling, events, retail, csc, e-commerce, media, and regional teams for integrated execution
• Coordinate end-to-end activation planning, from audience definition to deployment and measurement
• Consolidate client engagement and journeys plans, omnichannel
• Supply high-value targets to partner channels via a data-first approach
• Monitor and optimize commercial pressure

Team Leadership

• Proven experience with large team management, both Insights and Email or other CRM activation functions
• Management of agencies/external partners
• At ease with technical and non-technical profiles, senior stakeholders, and public speaking

Profile

• Top Business or Engineering school with Business or Marketing background
• 10+ years of experience both in Insights/Client Analytics/Strategy/Consulting function and in Client activation/Campaign management/CRM roles
• Previous experience in luxury, fashion, beauty, retail, or hospitality industry required
• Proven experience with management of budgets and hybrid teams with internal / external consultants required
• Experience with data visualization and analytics tools (PBI, Tableau, Qlik...) and CRM suites (Salesforce, Adobe, Braze...) required
• Consulting background and International experience appreciated but not mandatory
• Strong project management and stakeholder coordination skills
• Excellent communication skills, both written and oral
• English is mandatory
• Strategic, rigorous, and highly collaborative leadership style
• Appetite for transformation and build from the ground up