IS&T Application Lifecycle Specialist CRM & Clienteling

Le poste

The CRM & Clienteling Specialist – Functional & Business Analyst - acts as a key liaison between business stakeholders and technical teams, ensuring that CRM and clienteling solutions effectively support the company’s luxury retail strategy. This hybrid role combines deep functional expertise in Salesforce (Service and Marketing Cloud), business analysis capabilities, and a strong understanding of retail and omnichannel client experience.

The position will be responsible for managing both project evolutions and AMS (Application Maintenance & Support) activities related to Salesforce Service Cloud, Marketing Cloud, and clienteling tools, ensuring business continuity and ongoing optimization of customer-related solutions.

The candidate will contribute to the evolution of digital tools aimed at personalizing the customer journey, increasing customer engagement, and empowering retail teams with client-centric technologies.

Les missions

Functional Analyst Responsibilities

• Act as the point of contact for business stakeholders to gather and validate requirements related to CRM and clienteling processes.
• Translate business needs into clear functional and Tech specifications, use cases, and process flows.
• Manage and configure CRM platform functionalities (Salesforce Service & Marketing Cloud) in collaboration with internal and external developers.
• Participate in system integration design, testing (UAT), release cycles, and continuous improvement initiatives.
• Support data mapping, workflow logic, and campaign automation set-ups within Marketing Cloud.
• Define and maintain system documentation, training materials, and user manuals.

Business Analyst Responsibilities

• Analyze customer behavior, data flows, and usage patterns to identify functional improvements and business opportunities.
• Collaborate with Data & Analytics teams to support segmentation, KPIs, and reporting for CRM campaigns and clienteling actions.
• Monitor adoption and performance of clienteling tools in store environments, providing feedback to enhance usability and effectiveness.
• Benchmark best practices and propose innovation based on industry trends and market evolution.

AMS (Application Maintenance & Support) Responsibilities

• Manage Level 1.5 / Level 2 support for CRM and clienteling applications, coordinating with internal support and external vendors.
• Ensure timely resolution of incidents, service requests, and bugs.
• Monitor application performance, data integrity, and user satisfaction KPIs.
• Maintain documentation of support procedures and ensure proper knowledge transfer to business users.
• Actively contribute to release management and post-deployment monitoring.

Votre profil

• Bachelor’s or master’s degree in information technology, Engineering, Business Administration, or related fields.
• 3–5 years of experience in IS&T CRM or clienteling projects, preferably in the fashion/luxury/retail sector.
• Experience in business/functional analysis within digital or IT projects.

• Certified and in-depth knowledge of Salesforce Service Cloud and Marketing Cloud is mandatory: i.e. SF Administrator + SF Service Cloud, SF marketing Cloud Admin, SF email specialist, SF Marketing Cloud consultant
• Strong experience with CRM workflows, campaign management, lead/customer lifecycle processes.
• Understanding of APIs, integrations, and omnichannel data models.
• Knowledge of SQL or data query tools is a plus.
• Familiarity with clienteling tools and retail in-store technologies.

• Analytical mindset with attention to detail and ability to simplify complexity.
• Strong communication skills to bridge technical and business stakeholders.
• Proactive attitude, autonomy, and ability to manage multiple priorities.
• Passion for customer experience, retail innovation, and luxury brand values.

• Fluent in English and Italian (spoken and written).

Informations complémentaires

LVMH is committed to non-discrimination and respect of each person’s singularities. We recognize and recruit all types of talent