Client Care & Omnichannel Project Lead

Paris, France
28 Apr 2022
31 May 2022
Full Time
Maison Margiela is a Paris-based fashion house founded in 1988 by Belgian designer Martin Margiela. Celebrating unconventional aesthetics and embracing the philosophy that fashion is an art of expression rather than a cult of personality, Maison Margiela offers haute couture, ready-to-wear for women and men, contemporary line MM6, footwear, interior design, and accessories, including leather goods, fine jewelry and fragrance.
John Galliano was named Creative Director of the house in 2014, bringing his sense of spectacle and creative mastery to the unique ethos of Maison Margiela. Whilst developing his own vision for the house, John Galliano has entirely respected the Martin Margiela state of mind, creating a fascinating organic process.
In 2002, the French house became part of OTB. Along with sister brands of the group, Maison Margiela continues pushing the boundaries of modern fashion while preserving its distinctive identity and heritage.

Within the Client Experience team, the Client Care & Omnichannel project lead will have the mission to manage the Customer Care centers and handle the coordination with the e-commerce & customer care teams as well as the retail boutiques in order to ensure the best level of service expected from an omni-channel luxury company.

In addition to the client care management, she/he will be in charge of the implementation, training and rollout of digital tool in store boutiques (clienteling app, aftersales platform and so on) via the coordination of IT Groupe project managers and external providers.

The role responsibilities will be :

• Train, deploy client care scenarios and processes to all Customer care centers in the regions

• Drive the performance, monitor the level of service, in order to improve client experience

• As an expert in this role, you will handle escalation requests - level 2 - coming from the call centers.

• Guide and support the Customer Care Specialist to improve the customer care scenarios, by following stores / internal teams / clients feedbacks.

• Train the call centers once per season on the Brand DNA, new season collections, Iconic products, the relative processes (commercial policy, payment methods, omni services..)

• Train the boutiques on after sales processes and product care to be embedded in the selling ceremony

• Animate monthly and quarterly performance results with the regions.

• Support the Client experience manager in the launch of new digital tools and process (Pick pack ship, collect in store, cross channel). Management of the stores requests, setting priorities, revise the roadmap with Groupe project managers.

• Direct follow-up of the external digital providers.

• Train/ Develop training material for the boutiques on the customer care & new digital tools processes

The profile will have :

• 3-5 years experience in Client care and digital project management

• Studies in Fashion, digital marketing

• High sensitivity to luxury, products and branding.

• Has worked or wished to work in an international environment

• Strong communication skills. Excellent writing skills

• Attention to details

• Excellent inter-personal skills

• Fluent in English, French or Italian nice to have


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