All work
Christian Dior Couture
DiorLink Clienteling, luxury CRM at global scale
Built and rolled out the clienteling platform that turned client-service agents into personal advisors, live across four global markets.
Senior Salesforce Consultant, Service Cloud Lead and Product Owner · 4+ years · Luxury retail
The problem
Dior needed a bespoke clienteling platform live across four markets with conflicting data, language, and privacy rules: USA, Japan, South Korea, and China. A dozen-plus contact channels had to route correctly, China cross-border data law had to be respected, and four CRM programs ran at once, each with its own stakeholders, vendors, and go-live.
What I built
As the sole functional owner, I led DiorLink Clienteling end to end: campaign management, loyalty journeys, Client 360, and KPI dashboards that turned client-service agents into personal advisors. I owned the Dior Care after-sales program from macroprocess workshops through to a case-management platform with SLAs, escalation rules, multi-region routing, and supervisor dashboards, and I designed the omnichannel routing architecture every market and vendor configured against.
The outcome
The platform went live across four markets with training adapted by region and language, and no critical post-launch defects. One functional reference point bridged the client-service business team, regional IT, and five external vendors, so each new market go-live ran from the same playbook instead of starting from scratch.
Inside the engagement
Highlights
- Live across USA, Japan, South Korea, and China, with multilingual UAT and training per region
- 35 queue-routing configs and 21 presence configs mapped across 12+ channels (Phone, Email, Chat, WhatsApp, Apple Business Chat, KakaoTalk, LINE)
- 4 simultaneous CRM programs owned as BA and Product Owner in a SAFe Agile Release Train
- PIPL and CBDT compliance test cases designed for China cross-border data transfer
Under the hood
- Authored the DiorLink rollout playbook: the single config reference for IT, business, and 5 external partners (Odigo, Alcmeon, Powerfront, Fluent, Kalabrio)
- Co-authored the clienteling specifications: client attribution, RCU reallocation, Walk-In / Welcome / Birthday programs, call campaigns, KPI framework
- Led Odigo and Salesforce omnichannel media-blending UAT across 4 sessions and 5 channel types, and co-owned go / no-go
- Built Flows, custom objects, Lightning pages, and dashboards; ran Talend to Einstein Analytics with multilingual (JP, KR, CN) datasets
“He made a significant impact on improving the tools used by the Dior customer service teams. Pragmatic, versatile, and solution-oriented. A real driving force within a team, someone who naturally pushes topics forward and gets results.”
Product Owner and Scrum Master, Dior project
StackService CloudOmnichannelCTI OdigoPowerfrontAlcmeonMediablendingTalendEinstein AnalyticsSAFeJira
Have a project like this?