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Luxury Industry Training Expert Joins the Customer Experience Group

18th July 2019

This article is originally published in Martech Series.

The Customer Experience Group is delighted to announce the appointment of Isabelle Damour as Managing Director, EMEA & Americas of FACE2FACE Training Consultancy.  In her new role, Isabelle will expand the FACE2FACE global client portfolio and pursue strategies aimed at driving growth in Europe, USA, Middle East and Africa.

The Customer Experience Group (CXG) is an alliance of five agencies that help premium and luxury brands transform transactional moments into relationships and emotional experiences. Comprised of Wisely Insights, Activate Experience, Albatross CX, SmartCX, and FACE2FACE, together CXG offers a platform that elevates customer experience through research, consultancy, experience feedback, training and coaching. FACE2FACE works directly with the front-line teams of luxury retailers to elevate in-store experience and drive profitability.

As the new Managing Director of FACE2FACE in the region, Isabelle will oversee the company’s corporate strategy and manage the organization’s training, sales, marketing, partnerships, and business channels.  Isabelle will also look after implementing extensive programs within all the markets in the region, developing a new platform for leadership and retail experts, and strengthen the synergy between FACE2FACE and the agencies of the Group.

Isabelle shares: “I’ve spent my career driving profitability in the retail fashion industry; initially, from a sales and distribution perspective, and more recently through front-line training strategy.  Joining FACE2FACE is the perfect opportunity for me to use my experience to support premium and luxury retailers and help them provide enhanced customer experience.”

Founder & Executive Director of FACE2FACE, Fabrice Tavel-Besson expressed great enthusiasm for Isabelle’s appointment and he comments: “More and more luxury retailers are beginning to understand that the value of unparalleled customer experience starts with their front-line teams. With Isabelle’s deep understanding of training and retail excellence, FACE2FACE is confident in progressing our global partnerships and helping brands nurture their talents.”

The CEO of Customer Experience Group, Christophe Caïs, is similarly enthused with the appointment of Isabelle to FACE2FACE’s senior management team he comments: “The luxury retail market is becoming more competitive day by day, and companies are waking up to the importance of a dedicated CX strategy.  With her wealth of cross-channel experience from working with industry powerhouses such as Timberland, Kickers, and particularly Lacoste, I’m highly confident that Isabelle has the insight and skills we’re looking for to evolve our business, so we can continue to meet our clients’ needs well into the future.”

 A Wealth of Experience in International Retail

Isabelle is bringing more than 25 years of international retail industry experience with her to FACE2FACE, having taken on many senior management roles throughout her career. As Lacoste Footwear’s International Sales Director, Isabelle quadrupled annual turnover, recruited 15 new distribution partners and was responsible for launching the company’s very first standalone footwear boutique in Asia.

After spending two years as Kickers International Commercial Director, Isabelle had helped the business expand into four new international markets – Canada, Denmark, Slovenia, and Australia – which resulted in a 27% increase in turnover, before taking her talents to French fashion retailer, Morgan De Toi where she consolidated her expertise in retail management, cultivated retail excellence standards with strong training initiatives.

A True Training Expert

After many successful years working in sales, distribution, and licensing, Isabelle was appointed as Lacoste’s Retail Academy Director in 2014, responsible for building the Academy and developing Lacoste Global retail training strategy. Impressively, she succeeded in rolling out Lacoste’s Academy customer experience programs in more than 25 countries in the first 2-3 years while creating a worldwide community of 90 internal training experts.

Isabelle’s record of achievement in CX strategy and staff training puts her in a prime position to lead FACE2FACE going forward.