Benjamin Paganon
Global Client Experience Manager @BMW Group
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WORK HISTORY
Global Client Experience Manager @BMW Group
MC
Leading global executive-level customer escalations addressed to the BMW Board, partnering with international market leadership teams to protect premium brand reputation and restore customer trust in the most sensitive and high-impact situations.My role sits at the intersection of customer experience governance, executive stakeholder alignment and service recovery excellence. I work across global markets to identify root causes, influence corrective actions and ensure premium journey consistency in highly complex cases.Beyond case resolution, I translate voice-of-customer insights into cross-market improvement opportunities, helping strengthen service standards, executive reporting and customer journey frameworks at an international level.This experience has further deepened my expertise in premium client expectations, emotional service recovery, leadership accountability and large-scale customer experience transformation.
EDUCATION
IUT grenoble
Technique de commercialisation
Tandem International language school
B2 prüfung ( allemand/german)
ISTEC - Ecole Supérieure de Commerce et de Marketing
Master 2 (M2), Business & Marketing (Change Management and Client Experience)
HETIC
MBA Chief Digital Officer, Digital Marketing
SKILLS
ABOUT BENJAMIN PAGANON
International luxury retail leader with 15+ years of experience across iconic maisons including Givenchy, Cartier, Dior, Estée Lauder, Le Labo and La Maison du Chocolat.I specialise in flagship and multi-site leadership, boutique performance, client excellence, VIC/UHNW relationship development, and team capability transformation across fashion, beauty and high jewellery environments.My career has been built around elevating both commercial performance and emotional luxury rituals — from leading an €8M flagship department to scaling boutique growth from €2.3M to €3.4M, while building high-performing teams and premium client cultures across international markets.Passionate about creating environments where client emotion, team excellence and commercial performance reinforce one another, I thrive in leadership roles that combine business ambition with elevated service standards.
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