DIRECTOR-CLIENT INSIGHTS & COMMUNICATION/Director-Client Insights & Communication

Position

Job Overview

As the Director Client Insights & Communications, you will take full ownership of the end-to-end Client strategy, client loyalty program, and different segment client relationship management across all omnichannel touchpoints. You will lead the Client Insights and Communications team to build exclusive, personalized client operation systems tailored to Louis Vuitton positioning, drive continuous growth of client lifetime value (CLV), repeat purchase rate and brand loyalty, and support brand long-term client asset accumulation and business sustainable growth. This role requires profound insight into luxury consumer behavior, data-driven strategic thinking, rich experience in high-end VIP client operation, cross-departmental integrated marketing, and AI-powered intelligent customer operation capabilities to drive brand digital transformation.

Key Responsibilities

1. CRM Strategic Planning & Brand Positioning Alignment

Formulate and iterate the overall brand CRM and VIC client development strategy in line with luxury brand high-end positioning, global brand standards and local market consumption characteristics. Clarify annual, quarterly and monthly CRM business objectives, including client acquisition, client stratification activation, loyalty improvement, repurchase conversion and high-value client mining, and formulate executable tactical plans to ensure the landing of strategic goals.

2. Omnichannel CRM Campaign Operation & Execution

Unify the CRM operation standards for offline stores, online, social platforms and private domain channels. Plan and launch seasonal exclusive client campaigns, new product private preview activities, anniversary exclusive benefits, cross-border luxury co-branded client activities and other high-end customized marketing projects. Track the whole process of campaign implementation, optimize client touch frequency and communication rhythm, avoid excessive disturbance, and ensure high-end and refined brand client interaction experience.

3. Client Data Analysis & Business Insight Mining

Take charge of the construction, sorting, cleaning and dynamic update of brand client data assets. Utilize client system, BI analysis tools and consumer behavior data to conduct in-depth analysis of client portrait, consumption preference, purchase cycle, channel behavior and activity participation. Output regular data insight reports, accurately tap upselling and cross-selling business opportunities, provide data support for brand product layout, marketing strategy adjustment and retail terminal service optimization.

5. Loyalty Program Optimization & Client Value Enhancement

Iterate and upgrade the brand loyalty program continuously, optimize points rules, membership rights, exclusive benefits and client incentive mechanisms suitable for luxury consumption attributes. Focus on improving core indicators such as client retention rate, active rate, repurchase rate lifetime value. Summarize high-value client operation models, replicate successful cases, and continuously improve the efficiency of client asset operation.

6. Team Management & Cross-Departmental Collaboration

Lead and manage the client insights and communications team, undertake team daily management, work allocation, performance assessment, capability training and talent cultivation, build a professional, sophisticated and efficient team. Establish efficient collaborative mechanisms with retail, communications team, regional CD teams, e-commerce, NEO and external agencies. Align global client strategy with local market landing requirements, coordinate resource integration, and ensure the smooth implementation of all client projects.

7. Data Compliance & Brand Standard Management

Strictly abide by global data privacy regulations and local PIPL, establish standardized client data management and security operation processes. Ensure full compliance of client information collection, storage, use and communication. At the same time, unify the tone of brand client communication, activity specification.

8. AI-Driven Intelligent CRM Transformation & Innovation

Lead the brand’s AI-enabled client upgrade and digital intelligence iteration. Cooperate with data and NEO teams to deploy AI client segmentation, predictive behavioral modeling, intelligent personalized recommendation and automated client lifecycle activation solutions. Leverage AI tools to refine high-net-worth client insight, predict client repurchase potential and churn risk, optimize omnichannel personalized client engagement, and balance luxury human-touch service with intelligent operational efficiency. Build scalable AI-CRM operation SOPs to continuously improve client conversion, activation and CLV through data intelligence.

Job Requirements

1. Educational Background

Bachelor’s degree or above in Marketing, Business Administration, Statistics, Data Analytics or related majors; overseas study background is preferred.

2. Work Experience

8-10 years of CRM marketing and high-end client operation experience, with at least 5+ years of team management experience. Rich working experience in international top luxury brands (luxury fashion, watch & jewelry, premium beauty, luxury leather goods) is mandatory, familiar with luxury VIP client operation logic and high-net-worth consumer management mode. Candidates with experience in AI-powered CRM, intelligent client operation or CDP algorithm application are strongly preferred.

3. Professional Capabilities

Familiar with the construction and iteration of luxury membership system and loyalty program, proficient in omnichannel CRM campaign planning, personalized client operation and full lifecycle client management. Skilled in using CRM systems, data analysis tools and BI platforms, capable of converting massive client data into actionable business strategies. Have sharp luxury market insight and consumer sensitivity, able to accurately grasp the consumption psychology and demand of high-end luxury clients. Basic understanding and practical experience of AI consumer modeling, intelligent segmentation and automated marketing are required.

4. Core Competencies

Possess top-down strategic planning capability and project overall control capability, with successful cases of driving CLV growth and client asset precipitation through CRM strategy optimization. Excellent cross-departmental communication, resource coordination and team leadership skills, able to efficiently promote the landing of large-scale client activities and strategic projects. Rigorous data logic, strong result-oriented awareness, able to accurately track indicators and continuously optimize operation efficiency.

5. Language & Literacy

Fluent in oral and written English, able to communicate smoothly with global brand headquarters and read and interpret English brand standards and strategic documents. Proficient in Office, data analysis and report presentation.

6. Personal Traits

Elegant professional demeanor, consistent with luxury brand temperament. Meticulous, patient, responsible, with strong service awareness, high-end aesthetic and extreme pursuit of client experience. Able to adapt to fast-paced luxury industry work rhythm and bear certain work pressure.

Core Competency & Bonus Points

1. Familiar with the operation characteristics of China luxury private domain, offline stores VIP service and high-end offline salon activity operation;

2. Have mature high-net-worth client resource operation experience and successful cases of improving brand client loyalty and repurchase rate;

3. Familiar with international luxury group CRM global management system and local adaptation experience;

4. Strong brand awareness, able to balance brand high-end positioning and commercial conversion benefits;

5. Hands-on experience in implementing AI CRM tools, predictive client modeling, intelligent personalization, or data intelligence projects within premium/luxury industry.

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Job Overview

As the Director Client Insights & Communications, you will take full ownership of the end-to-end Client strategy, client loyalty program, and different segment client relationship management across all omnichannel touchpoints. You will lead the Client Insights and Communications team to build exclusive, personalized client operation systems tailored to Louis Vuitton positioning, drive continuous growth of client lifetime value (CLV), repeat purchase rate and brand loyalty, and support brand long-term client asset accumulation and business sustainable growth. This role requires profound insight into luxury consumer behavior, data-driven strategic thinking, rich experience in high-end VIP client operation, cross-departmental integrated marketing, and AI-powered intelligent customer operation capabilities to drive brand digital transformation.

Key Responsibilities

1. CRM Strategic Planning & Brand Positioning Alignment

Formulate and iterate the overall brand CRM and VIC client development strategy in line with luxury brand high-end positioning, global brand standards and local market consumption characteristics. Clarify annual, quarterly and monthly CRM business objectives, including client acquisition, client stratification activation, loyalty improvement, repurchase conversion and high-value client mining, and formulate executable tactical plans to ensure the landing of strategic goals.

2. Omnichannel CRM Campaign Operation & Execution

Unify the CRM operation standards for offline stores, online, social platforms and private domain channels. Plan and launch seasonal exclusive client campaigns, new product private preview activities, anniversary exclusive benefits, cross-border luxury co-branded client activities and other high-end customized marketing projects. Track the whole process of campaign implementation, optimize client touch frequency and communication rhythm, avoid excessive disturbance, and ensure high-end and refined brand client interaction experience.

3. Client Data Analysis & Business Insight Mining

Take charge of the construction, sorting, cleaning and dynamic update of brand client data assets. Utilize client system, BI analysis tools and consumer behavior data to conduct in-depth analysis of client portrait, consumption preference, purchase cycle, channel behavior and activity participation. Output regular data insight reports, accurately tap upselling and cross-selling business opportunities, provide data support for brand product layout, marketing strategy adjustment and retail terminal service optimization.

5. Loyalty Program Optimization & Client Value Enhancement

Iterate and upgrade the brand loyalty program continuously, optimize points rules, membership rights, exclusive benefits and client incentive mechanisms suitable for luxury consumption attributes. Focus on improving core indicators such as client retention rate, active rate, repurchase rate lifetime value. Summarize high-value client operation models, replicate successful cases, and continuously improve the efficiency of client asset operation.

6. Team Management & Cross-Departmental Collaboration

Lead and manage the client insights and communications team, undertake team daily management, work allocation, performance assessment, capability training and talent cultivation, build a professional, sophisticated and efficient team. Establish efficient collaborative mechanisms with retail, communications team, regional CD teams, e-commerce, NEO and external agencies. Align global client strategy with local market landing requirements, coordinate resource integration, and ensure the smooth implementation of all client projects.

7. Data Compliance & Brand Standard Management

Strictly abide by global data privacy regulations and local PIPL, establish standardized client data management and security operation processes. Ensure full compliance of client information collection, storage, use and communication. At the same time, unify the tone of brand client communication, activity specification.

8. AI-Driven Intelligent CRM Transformation & Innovation

Lead the brand’s AI-enabled client upgrade and digital intelligence iteration. Cooperate with data and NEO teams to deploy AI client segmentation, predictive behavioral modeling, intelligent personalized recommendation and automated client lifecycle activation solutions. Leverage AI tools to refine high-net-worth client insight, predict client repurchase potential and churn risk, optimize omnichannel personalized client engagement, and balance luxury human-touch service with intelligent operational efficiency. Build scalable AI-CRM operation SOPs to continuously improve client conversion, activation and CLV through data intelligence.

Job Requirements

1. Educational Background

Bachelor’s degree or above in Marketing, Business Administration, Statistics, Data Analytics or related majors; overseas study background is preferred.

2. Work Experience

8-10 years of CRM marketing and high-end client operation experience, with at least 5+ years of team management experience. Rich working experience in international top luxury brands (luxury fashion, watch & jewelry, premium beauty, luxury leather goods) is mandatory, familiar with luxury VIP client operation logic and high-net-worth consumer management mode. Candidates with experience in AI-powered CRM, intelligent client operation or CDP algorithm application are strongly preferred.

3. Professional Capabilities

Familiar with the construction and iteration of luxury membership system and loyalty program, proficient in omnichannel CRM campaign planning, personalized client operation and full lifecycle client management. Skilled in using CRM systems, data analysis tools and BI platforms, capable of converting massive client data into actionable business strategies. Have sharp luxury market insight and consumer sensitivity, able to accurately grasp the consumption psychology and demand of high-end luxury clients. Basic understanding and practical experience of AI consumer modeling, intelligent segmentation and automated marketing are required.

4. Core Competencies

Possess top-down strategic planning capability and project overall control capability, with successful cases of driving CLV growth and client asset precipitation through CRM strategy optimization. Excellent cross-departmental communication, resource coordination and team leadership skills, able to efficiently promote the landing of large-scale client activities and strategic projects. Rigorous data logic, strong result-oriented awareness, able to accurately track indicators and continuously optimize operation efficiency.

5. Language & Literacy

Fluent in oral and written English, able to communicate smoothly with global brand headquarters and read and interpret English brand standards and strategic documents. Proficient in Office, data analysis and report presentation.

6. Personal Traits

Elegant professional demeanor, consistent with luxury brand temperament. Meticulous, patient, responsible, with strong service awareness, high-end aesthetic and extreme pursuit of client experience. Able to adapt to fast-paced luxury industry work rhythm and bear certain work pressure.

Core Competency & Bonus Points

1. Familiar with the operation characteristics of China luxury private domain, offline stores VIP service and high-end offline salon activity operation;

2. Have mature high-net-worth client resource operation experience and successful cases of improving brand client loyalty and repurchase rate;

3. Familiar with international luxury group CRM global management system and local adaptation experience;

4. Strong brand awareness, able to balance brand high-end positioning and commercial conversion benefits;

5. Hands-on experience in implementing AI CRM tools, predictive client modeling, intelligent personalization, or data intelligence projects within premium/luxury industry.

LOUIS VUITTON MAISON

Founded in Paris in 1854, Louis Vuitton perpetuates the ambitious vision of its namesake. From his origins as a master trunk maker, manufacturing boxes used to pack both everyday objects as well as voluminous wardrobes, Louis Vuitton and his successors introduced numerous innovations including the advent of the flat-top trunk, lightweight canvas, signature patterns, and the tumbler lock. Today, Louis Vuitton’s legacy is expressed through its rigorous spirit of innovation, the boldness of its creations and an uncompromising demand for excellence.