About the role:
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 salary
- 25 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 features
- Customer-centric approach: A genuine passion for creating memorable customer experiences and understanding customer needs.
- Communication: Excellent communication and interpersonal skills, with a collaborative approach.
Equal opportunities
At Lacoste, we are committed to making equal opportunities a reality. Inherited from our unique vision of fashion-sport, equal opportunities move us forward and our recruitment methods follow this commitment by focusing on skills and embracing all types of talents. We commit to fostering a diverse and inclusive environment where elegance goes beyond style and where each of us is given the chance to fulfil our greatest potential.
