CLIENT | FRED Jewelry (LVMH Group)
SECTOR | Luxury
YEAR | 2020-Present
DURATION | Ongoing (5 years)
EXPERTISE PROVIDED | Program Management, Product Ownership,
Clienteling Strategy, Agile Delivery, Global Rollouts
CONTEXT
FRED Jewelry launched its clienteling app in 2020 by starting with a Minimum Viable Product (MVP), initiating a progressive rollout of features to empower sales teams and elevate the customer relationship.
With this ambition, the Maison required a scalable and robust platform integrated with FRED global architecture and aligned with LVMH Clienteling core systems. It needed to support global operations while integrating local specificities, especially in Asia, with adaptations for WeCom, Line works, and Kakao.
RKT Consulting has supported FRED since the beginning of the initiative, providing both strategic and operational leadership across roadmap design, local deployment, and agile delivery.and retail team animation.
MISSION - CLIENTELING
TOOLS & PLATFORMS
OUR INTERVENTION
1. Structuring the Foundation
Defined the roadmap aligned with FRED global architecture, LVMH Clienteling core system and business standards
Set up governance, team rituals, and steering models
Captured needs from boutiques, markets, and central teams
2. Coordinating Stakeholders & Partners
Acted as bridge between Business, Digital, LVMH Factory and Agencies
Prioritized the backlog and led iterative delivery
Managed cross-functional partner alignment (internal and external)
3. Driving Adoption Worldwide
Supported boutique engagement and store feedback loops
Co-designed ambassador model for boutiques
Ensured scalability across international zones
4. Managing Local Rollouts & Specific Needs
Oversaw local adaptation for Asia (WeCom, Line works, Kakao)
Managed technical scope including LINE works data capture and China-specific architecture
Addressed innovation streams (e.g., Data Quality real-time control, NPS history, Product Recommendantion, Gen AI, Book an appointment, task automation)