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Master's programs

Excellence in Client Experience Certificate

Excellence in Client Experience Certificate

5

Commited Houses (Partnership LVMH)

100

Contact Hours

50% - 50%

Academic - Professional

Combination


Core Courses

(15h each)

  • The luxury brand and its expression in the retail environment
  • Retail management challenges
  • Client experience at the core of business performance
  • International retail development
  • Creating a seamless omnichannel experience.

Elective Courses

(6h each)

  • Focus on supply chain management
  • Focus on selective retailing
  • Focus on HR management for experience.

Seminars and Visits

With HEC Paris Professors

  • Breaking the codes of luxury
  • The psychology of excellence
  • Investing in hedonic assets
  • The language of luxury.

With LVMH executives (2016 examples)

  • Fashion Challenges (Christian Dior Couture)
  • The art of clienteling (Berluti)
  • Rethink Retail: a vision for retail (Louis Vuitton)
  • Etc.

The program includes store visits and hospitality experience.

Business project

The Business Project brief poses a real and current strategic problem or question within one of LVMH house. It provides participants an opportunity to face real-life issues and deal with issues of uncertainty and time pressure. Their contribution involves: to analyse and understand the brand and mission proposed as well as research its context, to present their reflections and analyses, to bring an independent “fresh” viewpoint.

Participants will be working in teams of five for a number of missions proposed in the Certificate.

  • Each team will deliver Business Project recommendations for the final jury. The Business Project brief poses a real and current strategic problem or question within one of LVMH house. It provides participants an opportunity to face real-life issues and deal with issues of uncertainty and time pressure. Their contribution involves: to analyse and understand the brand and mission proposed as well as research its context, to present their reflections and analyses, to bring an independent “fresh” viewpoint.
  • Each team will produce a 6’ short movie tracing the Team’s learning journey and offer a pitch of their learning experience within this intensive program, at the personal and professional level.

Each participant will also submit an end paper on the topic of his/her choice chosen as a reflection topic during the course of the program.

  • Anne Michaut, Associate Professor at HEC Paris, Director of the LVMH Academic Chair
  • Jean-Noël Kapferer, Emeritus Professor at HEC Paris, Author, 2004 American Marketing Association Award for the most influential contribution to marketing thinking
  • Anne-Laure Sellier, Cartier-Chaired Professor of Creativity and Marketing at HEC Paris
  • Alain Lorenzo, retired CEO of LVMH Fragrances
  • Chloé Stefani, General Manager at Moët Hennessy Belux, former Marketing Director at Veuve Clicquot Ponsardin
  • Matthieu Percet, General Manager & Global Director of Wholesale and Digital (Europe/Middle-East/USA) at Dunhill, former Client & Digital Director at Berluti
  • Guillaume Gelusseau, VP Marketing & Image at Bon Marché
  • Michel Chevalier, Lecturer at HEC Paris & EIM, Author, former CEO of Paco Rabanne Parfums
  • Jean Revis, Lecturer at HEC Paris & MADnetwork, Founder of MAD, a consulting firm in Luxury
  • Georges-Edouard Dias, Lecturer at HEC Paris, co-Founder & Chief Strategy Officer at QuantStreams, former Chief Digital Officer at L'Oréal
  • Pascal Monfort, Lecturer at HEC Paris, Founder and Director at REC trends marketing, former Consumer Culture & Innovation Director at Nike
  • Aurélie Labruyere, Lecturer at HEC Paris, Founder of Vindeme, Board Member of Académie du vin de Bordeaux.
  • Eric Briones, co-Founder of Paris School of Luxury, Managing Editor of Journal du Luxe, Author, President of Darkplanning, a strategic planning firm specialized in luxury, fashion and beauty.

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