Paris, Île-de-France, France
With 15 years building CRM and client strategies for the most iconic Luxury Maisons (Hermès, Cartier, Richemont Group, Van Cleef & Arpels) I've learned that the real challenge isn't collecting client data. It's turning it into decisions, experiences, and revenue. My work sits at the intersection of strategy and execution : designing client segmentation and activation programs that drive measurable business outcomes, deploying clienteling tools that retail teams actually adopt, and building the data and tech foundations (Salesforce, Medallia) that make it all sustainable. What makes my profile unusual : I've operated at every level — Group (Richemont), Maison HQ, and market — combining strategic vision with hands-on execution ; I speak fluently to both the business and the technical sides of CRM. I've run RFPs, managed legal/GDPR frameworks, and led retail training programs. Not many CRM profiles cover that full spectrum. I'm currently open to Director-level opportunities in Luxury or Premium brands looking to make client strategy a genuine growth driver.
Led the client strategy and activation for the French market, managing a team of 4 and a €1.3M budget. Designed and executed the full client activation plan across all touchpoints — one-to-one outreach, gifting campaigns, and high-end client events — to drive acquisition, upsell, and loyalty. Acted as the key link between HQ strategy and boutique execution: supported store teams in reaching client and retail objectives, deployed clienteling and high jewelry tools, and implemented client satisfaction action plans. Developed strategic alliances with premium partners to enrich acquisition and conversion channels beyond traditional CRM levers.
Led the global client strategy from the ground up, defining the CRM vision, embedding a client-centric culture, and ensuring alignment across client experience, e-commerce, and brand image. Deployed Salesforce and a clienteling application as the tech foundation for sustainable client management. Supported the opening of 4 new boutiques with dedicated CRM training for sales teams. Designed a new actionable CRM reporting framework, moving from raw data to store-level action plans and data-driven decision making across all markets.
Piloted the design and deployment of a clienteling application across Richemont Maisons, one of the Group's most ambitious retail tech programs. Delivered in 12 months : 8 Maisons onboarded, 30 markets, 300 boutiques, 2,500 active users. Managed all workstreams from product design to change management, working hand-in-hand with Maison teams, IT, legal, and senior leadership.
Led the Salesforce deployment program across Richemont Maisons, defining the roadmap, governance model, and adoption strategy. Coordinated a complex ecosystem of stakeholders : Group top management, individual Maisons, procurement, legal, and Salesforce teams. Advised Maisons on organizational design and Salesforce product suite, and built the training and adoption plan to ensure sustainable roll-out.
Joined Celine at a pivotal moment — Hedi Slimane's arrival as Artistic Director — to redefine the client strategy in line with the new brand vision. Scoped and delivered a clienteling application for the boutique staff. Piloted the European and US client relation centers, and wrote the RFP to establish a new one in Japan.
Defined and drove the client acquisition, development, and loyalty vision across Richemont Maisons — Cartier, Montblanc, Vacheron Constantin, Van Cleef & Arpels, Piaget, IWC, Jaeger-LeCoultre, Dunhill, Chloé, Panerai and more. Key achievement : Piloted the Group-wide RFP to select a new CRM and marketing automation platform — a landmark project that resulted in Salesforce being adopted across 15 Maisons of the Group. This decision shaped Richemont's entire client technology infrastructure for years to come. Advised Maisons on all CRM dimensions : customer segmentation, client journeys, omnichannel activation strategies, offline and online data collection, data quality, and data monetization. Coordinated with Legal and IT teams to ensure GDPR compliance and data protection standards across all markets. Ran RFPs to select best-in-class CRM agencies. Championed CRM best practices across the Group through structured knowledge-sharing programs, including Group-wide "CRM Days" bringing together all Maisons' CRM communities.