Solution Manager Customer Journey Mapping

  • Company: LVMH
  • Location: France
  • Business group: Other activities (hospitality, media, etc.)
  • Contract type: Permanent Job
  • Function: Digital
  • Experience required: Minimum 5 years
  • Reference No.: LVMH00914
  • Date of publication: 2019.05.09


We are looking for a Solution manager to deliver comprehensive Customer Journey Mapping programs in our Maisons.

As a Solution manager you will have a key role in bringing our key solution to life:
- Lead the process with the Maisons and involve internal and external partners
- Manage the complete process from uncovering market and key consumer insights, over to discovering, shopping for and using products, to translating opportunities into experiences
- Accountable for business needs identification, strategic orientation and relationship with the Maisons
- Ensure brand transformation at each stage of the customer journey
- Help maisons to drive their customer experience culture and bring critical initiatives to life
- Share best practice across the group exciting all maisons with compelling uses cases and roadmaps driving business-oriented and measurable results

Reporting to the Head of Customer Experience & Insights of the LVMH Digital team, you will be working directly with Maisons headquarters across all product categories and geographies:

- Act as a lead author on all key strategic deliverables to your Maison clients
- Refine the end-to-end process of the Customer Journey development, from the Maison engagement process, over to Research methodologies, Persona development, ideation and proto-typing
- Understand and define the Maisons' business objectives and KPIs, and develop thoughtful strategies that help them reach their business goals
- Connect the dots between the Maison and target needs, data insights and business opportunities, culture and brand, tech and creative to develop inspiring stories, strategies and roadmaps, that can be reused for other potential Maison journeys
- Be a persuasive leader, bringing many different partners together and unite them with our logic, reason and inspiration, creating consensus and driving to the next step
- Excite our Maisons with a compelling and clear roadmap and drive towards business-oriented use-cases with measurable results
- Share and promote reusable assets towards Maisons but also identify best practices within the Group, publish toolkits, training material and guidelines to empower operational teams


Your background and skills:

  • French and English speaking with excellent speaking and written level of English
  • Master's degree in business or marketing in a top school, or equivalent working experience
  • You have a fierce curiosity in constantly trying to better understand human behavior and what makes people think, feel and do
  • Solution-seeking is second nature to you. You are comfortable rolling-up your sleeves with business, creative, UX, analytics and tech partners to not only figure out how things work, but to come up with something new. New opportunity areas, new ways of working, and new ways for people to experience our brands.
  • You are comfortable with ambiguity. We are experiencing rapid growth, shaping, building and coming up with new models and solutions to our Maisons.
  • You have experience in various forms of qualitative and quantitative research
  • You have experience as a Strategist and Account driving projects using Design Thinking
  • Brand experience projects, ideally in Retail and Luxury, building consumer experience, digital products and service design
  • Excellent presentation skills
  • Problem-solving skills
  • Ability to use persuasive, creative "selling" techniques to position recommendations

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