Design & Delivery of Memorable Luxury Brand Experiences
Freelance Retail Excellence & Customer Experience Consultant
Whether you own a heritage brand, an emerging independent label, are an entrepreneur, or part of the hospitality industry (spa, hotel, restaurant…), your brand experience is inherently tied to your presence—whether you realize it or not. Crafting a brand experience that aligns with your brand identity and meets your performance goals doesn’t always require an in-house training team. A consultant can drive your transformation, whether you operate a boutique, an e-commerce website, or an international network of retail locations.
Establishing a strong and unique brand identity is essential, but how can you ensure your difference is not only understood but, more importantly, felt by your target audience ? Copywriting is the first step, as it allows you to express who you are through a tailored content strategy. To go further and create a memorable customer experience at every touchpoint, I support you with training your head office and retail teams, developing your training strategy, implementing it in the field, and analyzing its impact on your brand image. The goal? To ensure your uniqueness is not only conceived and communicated but truly felt by your audience and customers.
Fashion & Accessories
In fashion, customer experience is a delicate balance between an on-point product offering, authentic storytelling, and service excellence. I support emerging and established fashion brands and accessory labels in structuring their customer journey, enhancing sales team expertise, and designing seamless omnichannel experiences that engage and inspire.
Watch & Jewelry
A luxury customer experience thrives on in-depth product knowledge, a culture of transmission, and impeccable extra mile service. From sales team training and customer journey audits to tailored blended learning programs, I help watches and jewelry brands craft bespoke experiences that reflect their prestige and exclusivity.
Beauty & Fragrance
In the world of beauty and perfumery, every touchpoint should awaken the senses and nurture trust. Through omnichannel experience audits and retail team training, I help shape memorable shopping experiences rooted in your brand’s identity.
Leisure & Hospitality
Luxury hospitality, gastronomy, spa experiences—customer service should be unique, immersive, and deeply personalized. I assist lifestyle and hospitality brands in auditing and optimizing service standards, training teams, and crafting a welcome experience in perfect harmony with the identity and philosophy of the place.
Justine Grosset
My brand & customer-centric approach
In 2016, I have turned to training as a way to bring the story of luxury brands to life in boutiques, sharing with sales teams—and their clients—the passion that drives me for these creations imbued with a unique soul.
As International Training Manager at The Kooples, International Retail Trainer EMEA & the Americas at the luxury watchmaking Maison IWC (Richemont group), and Global Training Director of the luxury fashion brand Chloé, I have always been dedicated to bridging the gap between the brand and its teams entrusted with delivering its unique message to an international audience.
My attention to detail, pursuit of excellence, and expertise in the foundational concepts of brand identity allow me to design and implement client-centric training programs and strategies in both French and English as a freelance CX consultant. What happens in your boutiques, pop-up stores, and on your website is far from a monologue. As a facilitator of dialogue, I align the uniqueness of your brand with the individuality of each client. By placing your client and their expectations at the heart of your sales ceremony, I ensure every word and gesture creates a lasting and meaningful connection between you and your audience.
Embrace the power of omnichannel: leverage the agility of a consultant with cutting-edge expertise in retail and e-commerce best practices.
Hybrid omnichannel expertise: from retail to e-commerce
My hybrid profile and rich career path are the cornerstones of my successful freelance consulting approach. Having started in luxury marketing and retail roles within prestigious international luxury Maisons and premium brands (CHANEL, The Kooples, IWC, CHLOÉ…), I am dedicated to implementing impactful marketing strategies. My leadership experience in training departments and hands-on retail expertise ensure a pragmatic, results-driven approach to your project. As an independent freelance consultant, I work with established heritage brands and emerging independent labels, helping them craft unique brand experiences for their communities. As a bilingual brand identity consultant and web copywriter, I blend storytelling with omnichannel expertise.
Your Customer Experience Audit
Luxury owes those it addresses nothing less than perfection—in the execution of its products and services, as well as in the experience of discovering and purchasing them. Yet, it can be challenging to objectively assess the customer experience offered in your own points of sale, on your website, or within your distibution network.
With the necessary perspective and expertise, I evaluate the experience you provide and your customer satisfaction. Through online and offline mystery visits, competitor benchmarking, and analysis of your existing mystery shopping programs, we quickly identify priority areas for improvement to enhance your customer satisfaction, brand image and revenue.
Ready to elevate your brand experience and client engagement?
Strategy & training plans
Supporting your Training & Development, HR, or Learning & Talent teams, or stepping in as their substitute, I design a tailored, pragmatic training strategy perfectly aligned with your brand’s goals and challenges.
Induction training, selling ceremony, emotional selling with a focus on objections and emotions, clienteling, train-the-trainer programs, after-sales service, or product, craftsmanship, and storytelling modules —these are my favorite themes for training your retail teams, e-commerce staff, or wholesale and distributor partners. I design your training strategy, develop your training materials and tools, and support you through field deployment and individual follow-ups to ensure the success of your training plans.
Blended learning, gamification & m-learning
For a training strategy to be effective, it must combine a thoughtful approach to content with a keen focus on delivery. Adapting to the context and budget of your project, I design engaging training materials and dynamic instructional methods aligned with your goals and the latest trends in learning and development.
Digital tools, sales books, mystery shopping programs and questionnaires, mobile learning, e-learning platforms, gamification storyboards, quizzes, and blended learning: every choice is carefully designed to ensure adoption, accelerate your teams’ development, and drive a positive transformation felt by your clients.
Courses & Educational Workshops
Beyond supporting brands in their marketing strategies and optimizing their omnichannel customer experience, I share my expertise through school courses and educational workshops.
I am grateful to collaborate with GRETA CDMA, an adult education organization specializing in creation, design, and artisan crafts, under the French Ministry of Education. I teach their learners—adults in initial training or career transitions—my expertise in brand identity and brand platform development, one of my signature marketing tool.
So far, I have led marketing courses for jeweler and artisan students at École Boulle, as well as embroidery students at École Duperré. These experiences align closely with my passion and expertise in fashion and jewelry, enabling me to raise awareness among future creators about authentic marketing and the value of their craftsmanship.
These classes and workshops perfectly complement my ÉCLORE marketing program, an e-learning resource designed to help individuals develop their brand platform independently or with mentorship. Tailored for entrepreneurs, educational institutions and incubators, this comprehensive training offers a practical, action-oriented approach to preparing tomorrow’s talents and entrepreneurs.
Are you looking to expand your course offerings, discover how ÉCLORE can benefit your learners, or schedule an educational workshop at your school, company, or incubator? I look forward discussing your vision!
Let's rethink your customer experience and satisfaction
