Brand Presentation & Challenges

Founded in 1962 by Catherine Chaillet, Victoire is a pioneering Parisian concept store, known for its curated selection of independent designers and its avant-garde spirit. Each boutique operates with a high degree of autonomy, offering clients personalized service with the flair of true independent entrepreneurs.

While this decentralized approach is at the heart of Victoire’s DNA, it also presents a key challenge: the absence of a centralized clienteling solution, a structured CRM, and internal leadership to drive such a project.

As a result, teams struggle to effectively collect customer data, ensure high-quality follow-up, and share best practices between locations—at a time when personalization and service excellence are more essential than ever to drive long-term loyalty.

Brand History

With boutiques in Paris, along the French Riviera, and in several seaside destinations, Victoire has nurtured its independent spirit for over 60 years. Each team creates its own universe, builds loyalty with a unique clientele, and brings the brand’s eclectic energy to life in its own way, ensuring that every boutique authentically reflects Victoire’s timeless soul.

BSPK’s Support

BSPK provided a solution perfectly suited to Victoire’s unique model: flexible, intuitive, and respectful of each store’s independence. The rollout of BSPK addressed three major needs:

Unstructured Clienteling BSPK became the go-to platform for collecting client preferences, tracking purchase history, and managing follow-up actions across all touchpoints and enabling personalized service without compromising boutique autonomy.

Lack of Internal Leadership In the absence of an internal team to lead the project, BSPK acted as a true partner, offering tailored support, close training, and individual coaching. Their approach, demanding yet kind, helped each team gain confidence and clarity.

Inconsistent Best Practices BSPK introduced a shared language of service across the network by spreading and reinforcing best practices in a consistent way. This elevated service standards while still honoring the flexibility and distinctive identity of each boutique.

By bridging these gaps, BSPK enabled Victoire to enrich its client relationships while preserving the independence that is its hallmark.