Marine Franceschini, Consultant & Trainer - Luxury Customer Experience

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Description

Ex-CHANEL, ex-TROPLONG MONDOT (1st Grand Cru Classé).

+ 12 years in customer experience & brand management.

Today a freelancer, I support brands in designing & deploying their customer experience:

· Brand monitoring, benchmarking, and audit (offering, communication, customer journey, etc.)

· Unique positioning strategy (values, identity, storytelling, etc.)

· Tailor-made customer experience strategy (segmentation, journey, interactions, etc.)

· Loyalty and personalization strategy (CRM, exclusive services, gifting policy, etc.)

· Communication management (events, digital, etc.) and its performance

· Support and training for teams in customer relationship excellence

I would be delighted to share the challenges and results of my assignments with you.

Let's build privileged & lasting relationships with your clients together!

At your disposal,

Marine

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Château Troplong Mondot
Relationship Marketing Manager
WINE AND SPIRITS
December 2020 - May 2023 (2 years and 5 months)
Bordeaux, France
Mission: increase brand awareness & excellence of its customer experience
• Building and monitoring customer loyalty (CRM, purchase journeys, private clubs, ambassador identification, etc.)
• Organizing private events at the estate and off-site
• Social media strategy and management (editorial calendar, content creation, new platform launches, etc.)
CHANEL SAS - Mode
Events and Customer Service Manager
LUXURY GOODS
June 2011 - December 2019 (8 years and 6 months)
Paris, France
From 2015 to 2019
Mission: develop Haute Couture customer knowledge to offer a unique and personalized service
· Daily management of international high-end clientele (Asia, Emirates, Russia)
· Development and implementation of CRM strategy (processes, events, gifts)
· Individualized customer support (Haute Couture and Ready-to-Wear Fashion Week)
· Collaboration and synergy with related departments (marketing, sales, workshops)

From 2011 to 2014
Mission: provide operational support during boutique events (Europe and USA)
· Creation of tools: event calendars, service and experience offering catalog
· Development of procedures to ensure compliance with the house's excellence standards
· Production and presentation of pre- and post-event reports

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