Expert Details
Retail Expert: Luxury, Marketing, Customer Experience
ID: 740130
United Kingdom
Most recently, he served as the Global Head of Customer Experience, Marketing, and Creative at Quick Commerce, Ltd (dba ZAPP), an on demand delivery business in the UK. At Zapp, he directed end-to-end global customer experience, led marketing development, and successfully implemented high-end CX strategies and CRM platforms. Previously, he held the position of Head of Retail for IWC Schaffhausen, overseeing flagship boutiques and spearheading retail strategies that significantly increased turnover and brand presence.
Earlier in his career, he made notable contributions at Christian Dior Couture, where he managed multiple departments at Harrods, led successful boutique launches, and consistently maintained top sales rankings. His diverse experience also includes roles at Le Bon Marché Rive Gauche, Delpeyrat S.A.S., Stanbridge T.P.H., and Bouygues Telecom.
Expert holds a Master’s Degree in Luxury Marketing and Management from Business School ICD Paris/Dublin/Shanghai.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 2014 | Degree: MBS | Subject: Luxury Marketing & Management | Institution: ICD Business School Paris |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2023 to 2024 | Employer: ZAPP Ltd. / Quick Commerce Ltd. | Title: Global Head of Customer Experience, Marketing & Creative | Department: Marketing |
Responsibilities:Responsibilities:• Directing end-to-end global Customer Experience with a dual-focus strategy on customer service & marketing. • Responsible for implementing a new high-end CX strategy, focused on luxury DTC principles and CX excellence. • Leader for Marketing development, with a focus on creation & implementation of a new CRM structure inspired by VIC retention strategies. • Leader in the cross-synergy project bridging OPS, CX, Commercial, Tech & BI divisions for improved efficiency/results. Achievements: • Led the entire business Operations (4 directs reports & 168 people managed) and its UK network (9 stores) for 2 months, focusing on team restructuration and portfolio optimization (budget, P&L, assets, legal). • Directed a comprehensive company rebrand (App, marketing, creative) inspired by the luxury industry. • Executed the implementation of a CRM platform (Braze) for Marketing activation, achieving successful enhancement in customer engagement. • Effectively deployed a new CS platform (Zendesk) to enhance customer experience and streamline business operations. • Introduced a new HR organisation/structure, and recruited a brand-new office team (3 CX Supervisors, 10 CX Specialists) offering a 24/7 customer service and a dedicated VIP department. |
|||
| Years | Employer | Title | Department |
| Years: 2022 to 2023 | Employer: IWC Schaffhausen - Richemont SA Group | Title: Head of Retail | Department: Retail / Sales |
Responsibilities:Responsibilities:• Overseeing the management of the European flagship on Bond Street and the Battersea Power Station boutique. • Collaborating with UK top management team in charge of global retail strategy and development. • Spearheading the UK retail strategy, focusing on product allocation and market engagement. • Implementing innovative retail sales techniques (CS conversion, Omni-channel culture) and customer engagement tools (Powerfront, Medallia) to consistently drive revenue growth and elevate brand presence. • Developed a high-value retail strategy focusing on Haute Horlogerie and made-to-order timepieces, targeting VVIC clientele within the CRM to enhance revenue and profitability. • Initiating and managing partnerships with luxury lifestyle companies (Palace, Velocity Black, One Management) and influencers to amplify brand visibility and generate incremental revenue. • Expertise in management recruitment, contributing to the board of HQ for peer mentorship. • Foster a cohesive team dynamic throughout the UK retail network by promoting cross-boutique mentorship, expertise in high-value sales, and a recognized business culture model. Achievements: • Successfully planned and executed the opening of a second internal boutique, expanding the brand's retail footprint. • Optimized store KPIs for operation and productivity, improving stock management, P&L, budget adherence, and retail back-office efficiency. • Implemented a new Haute Horlogerie strategy and increased UK turnover sales mix to 33% from 21% in 1 year. • Appointed as the Head of a Worldwide Retail Pilot Project, leading initiatives in Retailisation project, HR compensation schemes, Finance solutions, and the part-exchange program (Watchfinder). • HR success development program, and led the retail succession plan, contributing significantly to organizational talent development. Promotions of Flagship Deputy Director to Boutique Director and Supervisors to Deputy Director roles. • Recognized as one of five global nominees for the prestigious Richemont “On the Rise” leader development program, highlighting leadership potential and achievement. |
|||
| Years | Employer | Title | Department |
| Years: 2018 to 2022 | Employer: IWC Schaffhausen - Richemont SA Group | Title: UK Flagship Boutique Director | Department: Retail / Sales |
Responsibilities:Responsibilities:• Oversaw recruitment, team development, and leadership of new retail team members. • Leading Global UK Flagship strategy, driving profitability, budget management, and brand recognition. • Implemented and delivered exceptional team CX strategy to generate long-term loyalty and CRM leverage. • Pilot UK brand marketing activations (events, partnerships) for maximum exposure and ROI. Achievements: • Elevated LFL the EU flagship boutique to #3 from #15 in worldwide sales; achieved a 210% turnover increase (+£4.2M net) compared to FY19. • Successfully led and mentored flagship boutique directors across New York, Los Angeles, Geneva, and Milan. • Pioneered the CRM Retail Project as a leader in the development and implementation of Salesforce. • Recognized as a VIC/UHNWI expert, developing a long-term vision for client portfolio growth. |
|||
| Years | Employer | Title | Department |
| Years: 2015 to 2018 | Employer: Christian Dior Couture - LVMH Group | Title: Department Manager | Department: Retail / Sales |
Responsibilities:Dior Homme (2017-2018):• Oversaw recruitment, team development, and leadership of new retail Trainee Managers. • Sales department performance management, P&L and category sell-through. • Development of CRM strategy, and implementation of cross-department VIC culture. • Stock optimization, control of the stock loss within store budget, and audit implementation. Additional roles: Dior Women’s Shoes (2016-2017) Baby Dior (2017) Dior Accessories (2015-2016) |
|||
| Years | Employer | Title | Department |
| Years: 2012 to 2014 | Employer: Le Bon Marche - LVMH Group | Title: Luxury Leather Goods and Luggage Sales Manager | Department: Retail / Sales |
Responsibilities:• Oversaw recruitment, team development, and leadership of new retail team members.• Leading Departments strategy, driving profitability, budget management, and brand recognition. • Implemented and delivered exceptional team CX strategy to generate long-term loyalty and CRM leverage. |
|||
| Years | Employer | Title | Department |
| Years: 2011 to 2012 | Employer: Delpeyrat SAS | Title: Regional Area Manager | Department: Sales |
Responsibilities:• In charge of sales development for one region (France).• Manage a team of 6 sales representatives. • Improve brand presence across a portfolio of 86 stores. |
|||
| Years | Employer | Title | Department |
| Years: 2007 to 2011 | Employer: Stanbridge T.P.H | Title: Boutique Manager | Department: Retail / Sales |
Responsibilities:• In charge of sales development for one Parisian store (France).• Manage a team of 4 sales representatives. |
|||
| Years | Employer | Title | Department |
| Years: 2005 to 2007 | Employer: Bouygues Telecom | Title: Sales Specialist | Department: Retail / Sales |
Responsibilities:• In charge of sales for a franchise specialized in telecommunication. |
|||
Language Skills
| Language | Proficiency |
|---|---|
| English | Native |
| French | Native |
Fields of Expertise
retail, after sales service, commercial sales, Sales & Market Analytics, sales analysis, Sales and operational planning, Sales Incentives, sales management, customer acquisition, customer engagement, customer experience, customer experience management, Customer Journey Mapping, customer relationship management, business operations, Profit and Loss, profit maximization, profitability