Carine Laurent

Founder @ Luxury Retail Consulting

About

I’m passionate about luxury and retail — two demanding worlds where every detail matters and where excellence allows no compromise. For over 20 years, I’ve had the privilege of working at the heart of iconic maisons, leading concrete transformations, and always keeping the client as my compass. I founded Luxury Retail Consulting with the conviction that the excellence I’ve lived and practiced in the field should now be transmitted, shared, and used to support those looking to evolve their client experience, retail strategy, or organisation. I work alongside leaders, established brands, and growing businesses to clarify their vision, strengthen their uniqueness, transform the customer experience, and mobilise teams with both precision and purpose. I deeply believe that transformation only has value when it’s embodied — and that experience only becomes meaningful when it’s passed on.

Country

Switzerland

City

Geneva Metropolitan Area

Industry

Luxury Goods & Jewelry

Skill

Stratégie numérique, Conception de l’expérience client, Commerce de détail, Communication, Gestion des opérations, Vision stratégique, Analytique, Directrice Service Client - Customer Service Director, Industrie du luxe, Horlogerie et Joaillerie suisse, Leadership, Retail, Expérience & Satisfaction client, Digital and Customer experience strategy, Leadership stratégique, Présentations, Global Processes design, Excellence opérationnelle, Gestion du changement, Global change management

Experience

Founder

Luxury Retail Consulting

2025-5 - Present · 1 yr 5 mos

Geneva, Switerland

Founded Luxury Retail Consulting to support brands, retailers, and growing businesses in creating client-centric strategies, transforming operations, and elevating retail experience. Focus: brand strategy, client experience, digital transformation, team empowerment, and transmission of excellence.

Advisory Board Member

Bleu Reflet

2024-10 - Present · 2 yrs

Genève, Switzerland

Bleu Reflet reinvents the customer experience by creating unforgettable emotions. They offer the most realistic online fitting experience on the market, just like the one you could have in a physical boutique. Their patented technology, based on augmented reality, artificial intelligence and photographic engineering, enables customers to appreciate and try on creations in real time.

BPO coordination director at ICRC (International committee at the Red Cross)

KEYTEO

2024-9 - 2025-7 · 11 mos

Genève, Suisse

BPO (business process owner) organisation set-up in ICRC BPO Governance and framework definition

Head of Group Technology PMO

Richemont

2020-4 - 2024-11 · 4 yrs 8 mos

Genève et périphérie

- Creation of processes offering transparency on Technology activities and associated programs (50 programs, 300 ongoing projects) - Definition of the Group's Technology Roadmap for the next 3 and 5 years - Creation of a new Group governance structure - Supervision of a team of 4 people, budget management - Support for an administrative team in charge of IT procurement

Group Richemont Customer Service Deputy Director

Richemont

2013-7 - 2020-4 · 6 yrs 10 mos

Geneva, Switzerland

- Definition and implementation of the Customer Service digital and e-commerce strategy for all Richemont Group brands (Cartier, Van Cleef & Arpels, Piaget, Montblanc, Jaeger-LeCoultre, Vacheron Constantin, etc.). - Coordination of cross-functional projects: Retail Customer Service, Customer Relationship Center, Digital, etc. - Responsible for implementing new digital experiences for customers worldwide - Responsible for improving processes at 30 Customer Service platforms worldwide - Responsible for the standardization of IT tools and the implementation of SAP ERP

Richemont Europe Customer Service BPO and Project Manager

Richemont

2006-4 - 2013-6 · 7 yrs 3 mos

Paris

- Setting up the Customer Service and BPO department within the new Europe region - Standardisation of repair processes across all European platforms - Standardisation of IT tools and introduction of new working methods - Implementation of new repair workflows between European platforms - Introduction of a new subcontract management system - Management of Group ERP implementation projects in subsidiaries (Europe, USA, Canada) - Ensuring effective coordination with multi-disciplinary, multi-cultural and multi-site teams

France Customer Service Deputy Director

Richemont

2000-10 - 2006-4 · 5 yrs 7 mos

Paris

- Head of repair workshops (watchmaking and jewellery) - Management and supervision of the technical and sales teams (80 people spread over several sites) - Optimal management of relations with the Group's French boutiques - Management of partnerships with dealers - Management of sub-contracting contracts