All work
Christian Dior Couture
DiorLink, a clienteling platform rolled out across four markets
One clienteling platform, live across four markets.
I led the functional delivery of a global CRM programme from initial workshops through rollout and adoption.
Senior Salesforce Consultant, Service Cloud Lead and Product Owner · 4+ years · Luxury retail
The problem
Dior needed one clienteling platform across the United States, EMEA, South Korea, and Japan. Each market brought different languages, channels, teams, and data requirements, while four CRM programmes were moving forward at the same time.
The outcome
The platform went live zone by zone across all four markets, each with its own acceptance testing, localised training and an activation period after opening. A shared rollout guide then gave the internal teams and five external partners one reference for future deployments.
My contribution
As the functional lead, I aligned the business, regional IT teams, and external partners around one solution. I ran discovery, shaped the customer-service and after-sales journeys, coordinated delivery and acceptance, and prepared each market for launch.
The specifics
- Live across USA, EMEA, South Korea, and Japan, 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
How it works
- 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
- Configured Flows, custom objects and Lightning pages; built Einstein Analytics dashboards for non-developers and defined the data exchanged through Talend (Japanese, Korean, Chinese datasets)
Stack
- Service Cloud
- Omnichannel
- CTI Odigo
- Powerfront
- Alcmeon
- Mediablending
- Talend
- Einstein Analytics
- SAFe
- Jira
The engagement
“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