Context / background
Client Strategy & Communication team aims to recruit, nurture, and strengthen long-term relationships with clients through digital CRM initiatives powered by our client database. By leveraging comprehensive client profile, purchase, and engagement data, we develop a deep understanding of individual behaviors and personas. EDM is a key touchpoint in delivering brand communications. Using CRM insights, we create strategic and personalized communication plans that reach the right audience at the right time with the most relevant brand content. Through well-managed, data-driven communications, we aim to enhance client engagement, foster loyalty, and build lasting affinity with the brand.
Roles and responsibilities
- Lead end-to-end EDM operations in collaboration with relevant internal teams and external partners, including planning, client targeting, coordination/negotiation, testing, deployment, performance analysis, and report creation by using Salesforce Marketing Cloud and internal reporting systems.
- Drive initiatives to acquire client data, expand the client database, and nurture clients through a strategic client journey.
- Develop and implement annual EDM planning and marketing automation plans in coordination with corporate division and external vendors.
- Manage communication pressure and delivery schedules across three divisions (Fashion, Fragrance & Beauty, and Watch & Jewelries) based on figures to ensure optimal communication for the annual campaign and ad hoc plans. This will keep the number of blocks low and prevent the outflow of acquired clients.
- Analyze and measure campaign results and run PDCA cycle for upcoming planning.
- Lead the analysis of competitors’ CRM initiatives to identify learnings and opportunities that can be applied to our own strategies and consolidate the findings into reports to share with the business teams.
- Identify and resolve EDM campaign management and/or Marketing Cloud-related technical issues by assessing current challenges and collaborating with IT teams, partners, and other relevant stakeholders.
- Proactively understand and support CRM related projects by co-working not only with IT but also with client engagement teams.
- Manage projects in a timely manner and within budget.
Qualifications
- At least 3-5 years of work experience in the client communication field. Experience in luxury brand is plus.
- Experience in owned platform management, such as email delivery and LINE post management, and marketing automation.
- Experience in Salesforce Marketing Cloud management skills.
- Experience in Salesforce Service Cloud / Marketing Cloud technical skills is plus.
- Strong analytical skills in client data and big data.
- Strong CRM marketing literacy, including a solid understanding of key concepts, knowledge, and terminology, particularly in retail and luxury brand businesses.
- Digital skills and a strong interest in digital technologies, including AI.
- Strong logical thinking and critical thinking skills. Ability to identify issues from a big picture perspective and proactively take actions to resolve.
- Experience in a project management role, ideally in global projects, and be able to work harmoniously with others and negotiate.
- Take ownership and proactively drive initiatives forward in ambiguous situations.
- Build collaborative relationships with multiple stakeholders and effectively negotiate to achieve shared objectives.
- Demonstrates integrity and humility, with a genuine interest in and respect for our brand.
- Positive mindset toward contributing to an inclusive culture and collaborating with diverse teams.
- Eager to take on challenges and drive continuous improvement by thinking beyond existing frameworks.
- Business-level English or above is required to drive project/communicate with global headquarters.
Skills Required
- At least 3-5 years of work experience in client communication
- Experience managing owned platforms, including email delivery or LINE post management
- Experience with marketing automation
- Salesforce Marketing Cloud management experience
- Salesforce Service Cloud or Marketing Cloud technical experience
- Strong analytical skills with client data and big data
- Strong CRM marketing literacy, particularly in retail and luxury brand businesses
- Digital skills and interest in digital technologies, including AI
- Strong logical and critical thinking skills
- Project management experience, ideally in global projects
- Ability to collaborate and negotiate with multiple stakeholders
- Ownership, initiative, and ability to work in ambiguous situations
- Business-level English or above
- Luxury brand experience
What We Do
CHANEL is a private company and a world leader in creating, developing, manufacturing and distributing luxury products. Founded by Gabrielle Chanel at the beginning of the last century, CHANEL offers a broad range of high-end creations, including Ready-to-Wear, Leather Goods, Fashion Accessories, Eyewear, Fragrances, Makeup, Skincare, Jewelry and Watches. CHANEL is also renowned for its Haute Couture collections, presented twice yearly in Paris, and for having acquired a large number of specialized suppliers, collectively known as the Métiers d’Art. CHANEL is dedicated to ultimate luxury and to the highest level of craftsmanship. It is a brand whose core values remain historically grounded on exceptional creation. As such, CHANEL promotes culture, art, creativity and “savoir-faire” throughout the world, and invests significantly in people, R&D and innovation. At the end of 2019, CHANEL employed more than 28,000 people across the world.
