Créée par la légende du tennis français René Lacoste, quatre fois vainqueur d’internationaux et 1er joueur mondial en 1926 et 1927, la marque Lacoste s’inspire de ses valeurs sportives : exigence, fair-play, audace. Nous les transmettons de génération en génération, et cultivons l’élégance comme une manière d’être et d’inventer sa vie.
LOCATION London Head Quarter, UK
REPORTING RELATIONSHIP Senior Customer Experience Manager – UK & Ireland
LACOSTE
At the crossroads of fashion and sport, Lacoste liberates and creates
movement.
Both universal and timeless, it crosses cultures, oceans and generations
to inspire each and every person.
Two Lacoste items are sold every second in the world.
As a global brand, our 8 500 team members are present in more than 100
countries, on all continents. We offer a wide range of jobs, from manufacturing
to omnichannel distribution. We provide to our customers a complete range of
products: apparel, footwear, leather goods, underwear, fragrances, eyewear and
watches, all of them being developed with a unique “savoir faire”, in the most
qualitative, responsible and ethical way.
Working at Lacoste is belonging to a community of talents on the move to
build the future. We foster equal opportunities to gather promising people
regardless of their differences.
Together we can make our crocodile always greater to have a meaningful
impact: on the fashion industry and on society.
Lacoste is one of the inspiring brands driven by passionate people of
the MF Brands Group, alongside with Aigle, The Kooples, Gant, Tecnifibre (https://mf-brands.com/).
CONTEXT AND PURPOSE OF THE ROLE
As a Customer Experience Executive at
Lacoste, you will play a critical role in shaping a seamless experience for our
customers. Working closely with the retail teams and internal and external
stakeholders, you will support initiatives that enhance customer loyalty, support
the brand’s events, and ensure the smooth execution of all customer-related activities.
This role requires a proactive, detail-oriented, and customer-centric
individual who has a passion for fashion, retail, and customer engagement.
MAIN REPONSIBILITIES AND MISSION
Support Customer
Experience initiatives: support the Senior Customer Experience Manager and collaborate with
internal teams and stakeholders to develop and implement strategies aimed at
enhancing customer loyalty, ensuring a seamless and memorable experience at all
touchpoints.Retail marketing: partner with our retail teams, and external
stakeholders, to support the execution of the marketing strategies to elevate
brand presence, strengthening the CRM KPIs and reinforce the brand’s position
in all retail locations.Additional responsibilities: Conduct competitor analysis by researching consumer markets and
competitors’ activities to uncover opportunities and key challenges. Collaborate
cross-functionally with marketing, digital, and retail teams to ensure aligned
strategies and seamless execution. Support reporting by feeding into
post-campaign analysis and recommendation reviews, evaluating campaign
performance, and contributing to the development of future strategies.
Reward and Benefits:
Competitive salary25 days annual leave entitlement (+ bank holidays).Flexible working.Pension Contributions.Up to 65% off Lacoste Products.Recognition platform.
MAIN SKILLS, COMPETENCIES, KNOWLEDGE REQUIRED
Experience: Previous experience in a customer-focused role, ideally within retail, CRM, or a marketing team.Stakeholder management: Proven ability to work effectively with various stakeholders, both internal and external, to deliver results.Administrative skills: Strong organizational skills with experience managing administrative tasks and reporting. Highly proficient and confident in using Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), with a solid understanding of advanced featuresCustomer-centric approach: A genuine passion for creating memorable customer experiences and understanding customer needs.Communication: Excellent communication and interpersonal skills, with a collaborative approach.