Solène M.

Leading Lacoste’s Global Customer & Community Strategy, I work hand in hand with local and regional teams to enhance customer engagement, loyalty, and performance across markets. My role focuses on :

- Customer Strategy Development: Leading loyalty, individualization, and omnichannel initiatives, integrating sustainability and market trends to shape impactful strategies.

- Data-Driven Insights: Leveraging consumer insights to refine loyalty programs and adapt offerings to local market needs, ensuring customer satisfaction across regions.

- Performance Monitoring: Tracking key KPIs such as customer acquisition, retention, and reactivation, translating data into actionable recommendations to optimize strategy.

- Team Management: Managing a team of Project Managers & Market Coordinators, ensuring seamless execution of strategies across markets

I worked for 5 years at the consulting firm Vertone, where I assisted major companies in defining and deploying their marketing, sales, and relationship strategies.

👉 My missions always had a common thread: putting the customer at the center, by building concrete, actionable action plans aligned with the challenges of each organization.

Among my most significant projects:

• Definition of brand platforms and expression territories for B2C and B2B clients

• Redesign of omnichannel customer journeys, identifying pain points and differentiation opportunities

• Design of relationship programs (newsletters, engagement programs, welcome journeys, etc.)

• Scoping of loyalty strategies and CRM program redesign

• Facilitation of co-creation workshops and cross-team working groups to engage stakeholders

🎓 This experience taught me to articulate a clear strategic vision, a deep understanding of customer expectations, and a demand for business efficiency. It also forged my ability to engage teams, move projects forward, and adjust course in real-time.

Today, I put this expertise at the service of organizations that want to structure their growth in a sustainable, coherent, and embodied way.

- Redesign of the brand's marketing strategy (Creation of a brand platform, Repositioning in the market, adjustment of the customer target, digital integration...)

- Redesign of the brand's visual identity, Creation of the tone of voice (online and offline)

- Integration of a new service

- Content creation