Head of Client Insights & Activations (F/H/X)

Dior Couture is looking for a talented Head of Insights & Activations to join the CRM Team, within the Omnichannel department. This is a senior role responsible for connecting client intelligence, business analysis, and engagement strategy to drive highly relevant, high-impact client experiences and commercial growth. The role is a Creation de Poste. The candidate will ensure that insights directly inform activation design, and that activation results continuously enrich client understanding and client development across one-to-one and one-to-many touchpoints. The successful candidate will bring a combination of analytical skills, strategic vision, pragmatic execution, and luxury sensibility. 1. Integrated Client Strategy • Define and lead the overarching strategy for Insights and Activations pillars across Dior Couture, building a connected operating model • Ensure a seamless link between insight generation, audience prioritization, activation planning, and performance optimization • Position the function as a strategic growth driver for client loyalty and desirability, influencing senior stakeholders through clarity and credibility 2. Client Insights • Oversee a Client Insight Manager and collaborate with Client Data Analysts • Set the client insights agenda for Dior Couture, including behavioral analyses, segmentation, lifecycle, retention, recruitment, value development, and loyalty trends • Drive data-informed decision-making • Act as the voice of client performance, supporting business reviews and strategic planning, occasionally liaising with LVMH Group • Storytell client data into meaningful business narratives and recommendations • Develop a deep understanding of high-value client dynamics, purchase patterns, and engagement drivers • Build self-service dashboards and data visualizations for stakeholders 3. Omnichannel Activations • Consolidate omnichannel activation calendars across key commercial moments, launches, and seasonal priorities, partnering cross-functionally with all client teams (Clienteling, Events, Hospitality, Media, E-commerce, Client Services…) • Champion client centricity, ensuring plans are meaningful from a client perspective and align with Dior Couture’s image, product, and commercial strategy 4. One-to-One Activations • Oversee a team of 10+ people managing a "One to Many" client engagement factory (email, messaging apps, social crm) • Define operations at scale, cross-functionally integrated with content, e-merch, and product teams • Define channel roles by business objective, focusing on e-mail • Drive innovation while preserving exclusivity • Influence regional teams for localization needs • Drive IT roadmap with the Head of CRM Products and Programs for orchestration, commercial pressure, personalization, and new channel enablement • Optimize campaign effectiveness through segmentation, testing, and performance analysis • Run A/B testing, leveraging AI • Identify and prioritize a roadmap of lifecycle management journeys, triggers, and automations 5. Omnichannel Orchestration • Strategize closely with clienteling, events, retail, csc, e-commerce, media, and regional teams for integrated execution • Coordinate end-to-end activation planning, from audience definition to deployment and measurement • Consolidate client engagement and journeys plans, omnichannel • Supply high-value targets to partner channels via a data-first approach • Monitor and optimize commercial pressure 6. Team Leadership • Proven experience with large team management, both Insights and Email or other CRM activation functions • Management of agencies/external partners • At ease with technical and non-technical profiles, senior stakeholders, and public speaking Top Business or Engineering school with Business or Marketing background 10+ years of experience both in Insights/Client Analytics/Strategy/Consulting function and in Client activation/Campaign management/CRM roles Previous experience in luxury, fashion, beauty, retail, or hospitality industry required Proven experience with management of budgets and hybrid teams with internal / external consultants required Experience with data visualization and analytics tools (PBI, Tableau, Qlik…) and CRM suites (Salesforce, Adobe, Braze…) required Consulting background and International experience appreciated but not mandatory Strong project management and stakeholder coordination skills Excellent communication skills, both written and oral English is mandatory Strategic, rigorous, and highly collaborative leadership style Appetite for transformation and build from the ground up