Olivier Barth

Digital Transformation Director Eme @SEPHORA

Digital Transformation: • Digital transformation vision & key priorities definition for a tailored and disruptive customer experience across all touchpoints (mobile apps, ecommerce website, stores, Campaigns, etc…) • Management of the Digital transformation program : Business case, roadmap, organization, tools set-up, processes, change management (25 M€ budget, 150 persons involved, 12 countries) • Implementation of 360° customer knowledge database : navigation, transaction & CRM in one big data repository to allow a data driven marketing strategy (30 million customers) • Launch of a clientelling app for in-store staff with design thinking approach & agile development Digital Innovation: • Launch of a new store concept (in store customer journey definition, merchandising & digital apps development) with a lean start-up approach, roll-out of 50 stores in 6 countries (+12% additional turnover) • Conversational commerce initiative: use cases definition on voice (Google Home) and messaging apps (FB Messenger), business plan & launch of the 1st Sephora Beauty Assistant in November 2017 • Innovation approach design : definition of a innovation squad methodology for headquarter teams Marketing & CRM initiatives: • Launch of a unified customer referential for the whole company • Design of a new loyalty program for Europe & Middle-East markets • Set-up of digital customer animation campaigns with a DMP platform (Ysance) • Deployment of Salesforce Service cloud platform to optimize customer service activities