LinkedIn: [Marie-Prune de Batz](http://www.linkedin.com/in/marie-prune-de-batz-805085107)
Location: New York, NY, United States
Current Role: Senior Director – Performance Marketing and Merchandising at Adore Me
Professional Summary
Marie-Prune de Batz is the Senior Director of Performance Marketing and Merchandising at Adore Me, a fast-growing, digitally native lingerie and apparel brand headquartered in New York. Having joined Adore Me in 2020, she has held escalating leadership positions in customer engagement, starting as a Data Analyst and progressing through roles such as Customer Engagement Performance Associate and Manager before assuming her current director-level appointment.
Key responsibilities include overseeing customer retention, orchestrating omni-channel customer engagement strategies, and bridging performance marketing with merchandising. Marie-Prune's approach integrates advanced data analytics, cross-functional collaboration, and a customer-centric ethos to enhance both revenue and customer loyalty.
Career Background
- Adore Me
- Senior Director, Performance Marketing & Merchandising (Present)
- Customer Engagement Manager (Jan 2022 – Present)
- Customer Engagement Performance Associate (Jun 2021 – Jan 2022)
- Customer Engagement Data Analyst (Jul 2020 – Jun 2021)
- essentiel skincare
- Co-founder (2020 – Present; specialized in personalized skincare routines using chatbot-driven customer interactions)
- SCP (Strategy Consulting Partners)
- Strategy Consultant (Jan 2019 – Jul 2019)
- Parfums Christian Dior
- Assistant Chef de Produit (Jul 2018 – Dec 2018)
Education
- HEC Paris – Master in Management, Grande École (2016–2020)
- Instituto Tecnológico Autónomo de México – Relations and International Affairs (2017)
- Notre Dame du Grandchamp – Prépa ECS (2014–2016)
- Lycée la Rochefoucauld – Baccalauréat (2012–2014)
Leadership Focus and Strategic Initiatives
Customer Experience & Retention
Marie-Prune heads Adore Me’s customer engagement team with a dedicated mandate to maximize customer lifetime value and drive subscription renewals, particularly across the brand’s VIP program. Her core strategies focus on:
- Turning customer feedback into actionable product and process improvements through a structured Community of Practice that gathers insights from qualitative interviews, surveys, and retail trends.
- Deploying proactive communication protocols during customer escalations, including preemptive messaging for delays and tiered compensation (discounts, credit, refunds) based on issue severity.
- Leading peak season readiness, scaling customer support (notably offshore agents) and executing responsive communication to mitigate increased inquiries during events like Black Friday.
Data-Driven Decision Making
- Analytical proficiency with Google Big Query and Looker Studio for trend analysis and reporting.
- Robust usage of Cordial CRM for customer interaction management and personalized retention campaigns.
- Close collaboration with Adore Me’s large in-house tech team (comprising one-third of staff) to leverage proprietary tools—such as an internal e-commerce platform—to adapt quickly and integrate unique features.
Digital Innovation
- Instrumental in launching The Dressing Room, Adore Me’s virtual fitting room powered by Veesual, enabling shoppers to see products on diverse model types, significantly boosting key KPIs:
- +20% higher conversion rates
- +18% increase in average order value
- 2.3x longer time spent on product pages
- Leading the redesign of the Adore Me app to incorporate a TikTok-inspired, video-driven interface that showcases influencer and customer product reviews, enhancing interactivity and personalization.
Revenue & Change Management
- Directly responsible for extending the post-acquisition customer journey and driving revenue via retention.
- Coordinates cross-functional groups—engagement, product, UX, and tech—to rapidly respond to customer needs and innovate in a highly competitive, fast-evolving e-commerce landscape.
Company Overview: Adore Me
- Founded: 2012
- Headquarters: New York, NY
- Employees: 201–500
- Industry: Consumer, Retail (lingerie and apparel)
- Notable for:
- Pioneering inclusive sizing and direct-to-consumer digital channels in lingerie.
- Operating a subscription-driven business model:
- A la carte box purchases
- Monthly curated box (keep/return)
- VIP program: $39.95/month for discounts
- Expanding into physical retail stores (six locations), with ongoing efforts to fuel omnichannel growth.
Operational Highlights
- Tech stack includes Cordial (CRM), Google Big Query, Looker Studio, and proprietary adaptations of e-commerce solutions tailored for Adore Me’s specifics.
- Feedback loop is central—implemented via surveys, interviews, direct retail team input, and continuous data analysis.
- Marie-Prune notes a shift toward greater personalization as a competitive differentiator, especially as the website features over 2,000 SKUs, necessitating sophisticated recommendation engines, inspiration pages, and AI-driven chat support for seamless customer journeys.
Professional Distinctions and Leadership Insights
- Known for: Rapid adaptability, resourceful team leadership, logical problem-solving, and commitment to innovation within the customer experience domain.
- Preferred communication tools: Slack (internally), email (externally with customers).
- Favorite professional resource: “Génération Do It Yourself” podcast by Matthieu Stefani.
- Leadership philosophy: Stresses the importance of feedback, team trust, and continual openness to change in the evolving landscape of customer engagement.
- Key hiring trait sought in new team members: Resourcefulness and logical thinking.
Direct Quotes and Notable Achievements
Marie-Prune highlights the critical nature of reactivity:
> “During busy periods, if you don’t find a solution, you’re losing money every minute that goes by.”
She also led the successful integration of The Dressing Room virtual fitting room:
> “We’ve implemented not less than 4 different entry points for The Dressing Room experience, enabling us to mirror the usual conversion funnel on traditional e-commerce and capturing customers at different steps of their shopping journey. This triggered higher conversions for customers visiting the Dressing Room from the home page.”
Future Outlook
Marie-Prune anticipates increasing automation within Customer Experience (CX), deploying AI for common issues while reserving complex cases for highly trained agents. Her vision is a hybrid, high-touch CX model that enhances customer satisfaction and loyalty as Adore Me scales.
In summary, Marie-Prune de Batz drives end-to-end customer engagement, retention, and merchandising strategies at Adore Me, supported by her expertise in data analytics, digital innovation, and customer-centric leadership. She plays a central role in the ongoing transformation and scaling of Adore Me’s e-commerce and omnichannel capabilities.
