Achieving an Omni Channel Strategy in Luxury Retailing
Luxury consumers, like any consumers, don’t see brands as separate channels they expect a joined up approach within the channels that they dictate and that they wish to interact with you on.
Traditionally luxury brands were slow to adopt to digital platforms but now they are being led by their customers into a direction where luxury can lead the way in retail. Brands like Burberry, Cartier and Tiffany are consistently mentioned as leaders in the customer online experience and *‘Omni Channel’ is really a defunct term for collectively joining up the customer experience within all your customer touchpoints.
Caroline will share her experience from working with brands such as Clinique, Links of London and most recently her work at the beginning of the Omni-Channel journey that Labelux brands (inc Jimmy Choo, Bally, Belstaff) are on. She will focus on examples from within the luxury industry and case studies from her own experience and share her vision for the future of her own brands and thoughts on the role the luxury industry has to play in blurring the ‘channel’ line.
About the speakers
Caroline Rolfe, Head of Online, Labelux Group
Caroline has been working in the luxury retail sector for over 11 years and in July 2012 joined Labelux group to head up and their online team – working across the group’s luxury brand portfolio (Belstaff, Jimmy Choo, Bally, Zagliani). She is responsible for the whole breadth of online including the full ecommerce proposition, re-platforming, and the multi-channel delivery. Previous to Labelux Group she was Global Head of Online at Links of London and Folli Follie where she was responsible for the full scope of their Ecommerce business globally - including online marketing, multi-channel retailing, fulfilment, customer service and technology developments. She also spent over 7 years establishing eCommerce within Estee Lauder Companies and has worked for the Arcadia Group. Caroline is a member of the IDM’s Digital Council.
