Join the Lacoste Team as our Customer Experience Manager!
Reporting to: Marketing Director, UK & Ireland
Hybrid working: London office / home (3:2)
At Lacoste, we believe that everyone brings a unique touch to our collective spirit. Here, we are passionate teams, united by the same values. Together, we create memorable experiences for our customers by inspiring and connecting with them. Both universal and timeless, the brand brings together cultures and generations. Elevating the crocodile as a rallying sign, to grow, inspire, and make a lasting impact in the world of fashion and retail.
Your Responsibilities
* Loyalty Programme Management: Leads the Lacoste Members loyalty programme, driving strategy, engagement, and omnichannel activations to elevate customer retention and premiumisation.
* Customer Experience & Retail Support: Enhances customer journeys across all touchpoints by delivering 360° marketing, in-store activations, and cross-functional collaboration with Retail, VM, and Training teams.
* Campaigns & Communications: Plans and executes multi-channel CRM campaigns (Email/SMS/Wallet), ensuring tailored offers, customer targeting, and brand consistency.
* Insights & Data Strategy: Manages CRM database, segments customer data, and delivers insights to support VIP engagement, campaign performance, and business growth.
* Partnerships & Events: Activates brand and retail partnerships, organises events for top-tier customers, and supports flagship initiatives to drive loyalty and engagement.
Why join Lacoste?
Working at Lacoste means…
Representing an iconic brand that’s part of the MF Brands Group, alongside Aigle, Gant, Tecnifibre, and The Kooples, paving the way for exciting internal mobility opportunities. Joining a team that values personal and collective development, where everyone is encouraged to grow and evolve. Balancing passion and well-being, because we believe that everyone needs time to recharge. Embracing our Durable Elegance approach – placing our products and value chain at the heart of our sustainability ambitions, with a mission to elevate them to environmental excellence. As well as fostering social inclusion by making equal opportunities a reality through impactful opportunities.
Rewards & Benefits
Package: £45-£55k per annum + 10% bonus
Health & Wellbeing: Regular team activities (e.g., run club, yoga), Private Healthcare (optional), Employee Assist Programme with the Retail Trust
Holidays: 25 days per year plus usual UK bank holidays
Swag: up to 65% off Lacoste products
Learning & Development: Continuous support on your learning journey from day one
Parenthood: Enhanced family leave and pay from day one, paid Assisted Conception leave
Extras: Employee Referral, Long Service Award, Social Committee events
Ready to join a unique adventure?
1st step: First call with the Talent Acquisition Coordinator
2nd step: Teams interview with the Marketing Director
3rd step: Interview with the Marketing Director & Global Marketing Director
4th step: Accept the challenge and become a Lacoste teammate!
We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application, feel free to get in touch with us by email uktalent@lacoste.com (please include 'Workplace Adjustments' in the subject line).
Your Profile
* Share the same values: Play as One Team | Play with Elegance | Play by Daring | Play with Tenacity
* Retail & CRM experience: Background in premium/luxury retail with hands-on CRM, loyalty, and clientelling expertise.
* Event-ready: Confident planning and delivering activations and VIP events.
* Analytical & tech-savvy: Comfortable with CRM platforms, Google Analytics, and data reporting.
* Strong communicator: Clear, confident, and customer-focused in both written and verbal English.
* Collaborative & solutions-driven: Builds strong relationships and thrives in problem-solving.
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