Omnichannel Director – Europe

About the role

The Omnichannel Director Europe will shape Guerlain’s digital and omnichannel strategy across more than 50 European markets. Reporting to the General Manager Europe and sitting on the European Leadership Team, the role carries full P&L responsibility for e‑commerce, CRM, digital media, clienteling and client service.

Key responsibilities

• Own the European e‑commerce P&L, set revenue and profitability targets and drive growth through product, activation and acquisition strategies.
• Develop and execute a 3‑year growth plan for Guerlain’s own websites and e‑retail partners.
• Monitor performance, identify risks and opportunities, and implement corrective actions.
• Define distribution strategy and support commercial frameworks for e‑wholesale.
• Design and implement a Europe‑wide CRM strategy covering acquisition, retention, lifecycle marketing and VIP activations.
• Lead the ultra‑high‑net‑worth client program and retail clienteling, focusing on sell‑out performance and client lifetime value.
• Oversee the European Client Service function, managing the partnership with LVMH Client Services.
• Create seamless client journeys across physical retail, digital and omnichannel touchpoints.
• Design personalized outreach programmes, including one‑to‑one, virtual experiences and broader activations.
• Manage media investments across paid search, social, programmatic, affiliate and emerging channels, and lead acquisition and attribution frameworks.
• Define and drive the European omnichannel roadmap, integrating online and offline experiences.
• Contribute to European business planning as a standing CODIR member.

Required profile

• Full P&L ownership experience in e‑commerce or digital business.
• Member of senior leadership teams with responsibility for European‑wide strategy.
• Proven ability to develop and execute multi‑year growth plans across multiple markets.
• Strong analytical mindset with experience building tools to support business decisions.

Required skills