Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths, and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations.
We are now seeking a E-Business & Digital Experience Manager to join the Chanel Malaysia business on a fixed term contract of 12 months, beginning early September.
The E-Business and Digital Experience Manager will help continuously improve the overall experience of our users by developing and managing our public-facing digital products and channels. Lead, plan and help coordinate the design and delivery of digital activity. The role also work across the organisation to help modernize our ways of working and grow the organisation’s digital maturity in partnership with marketing, comms and tech.
Key Responsibilities:
Strategy/leadership
Work with leadership team to develop and deliver the wider organization digital experience strategy and ensure all activity responds appropriately to it
Lead the development of public-facing digital products and services to deliver exceptional engagement
Collaborate across the organisation to help define processes, resources, workflow and governance to deliver the best customer experience for online.
Work with available data, trends and emerging technologies in order to shape future content and products that is made available online
Identify opportunities to initiate new projects, partnerships and innovations
Model innovative practice by pioneering human centered design, co-creation and agile approaches
Advance our portfolio of digital products, most notably, our website & .com
Embed a ‘user-first’ approach to digital product development, ensuring that usability and accessibility are priorities for all those involved in managing products and services
Drive up impact, traffic and revenues through continuous evaluation and improvement of product design, content and functionality.
Champion the continued use of user data to drive product development across the organisation
Analytics and reporting
Ensure that metrics are produced to monitor and evaluate digital performance across all activity, and that result are disseminated and used appropriately to inform future activity.
Produce reports and make evidence-based recommendations based on clear data and business objectives
Collaboration and partnerships lead on the development of digital partnerships that enhance our sector profile, potential audience reach, technical capability and/or innovation.
Financial management Digital Experience
Take overall responsibility for the P&L of .com including forecasting and provision of information and data as required.
Monitor financial accounts and resolve discrepancies.
Digital Experience
Evaluating website traffic according to metrics such as number of visitors, visitor demographics, session length, conversion rate, new customer acquisition cost, and more.
Using a digital experience platform to assess customer feedback data, and analytics, as well as improve the overall digital experience and customer experience based on analytics and derived insights.
Improving and managing the UX of the website and other digital channels.
Creating an ecommerce strategy and other digital sales strategies.
Working closely with the digital marketing team to ensure alignment on key messages, goals, and overall experience.
Evaluating customer purchase trends over time, both short-term and long-term, and assessing the impact of various economic situations.
Analyzing consumer behavior on current platforms.
Managing and assessing the customer life cycle and the digital experience life cycle.
Monitoring customer interactions for insights and data.
Managing customer relationships, or working with the account manager to do so.
Creating the digital experience strategy and assisting with the customer experience strategy.
Assisting with the organization’s digital transformation efforts.
Coordinating their efforts with their organization’s human resources department, operations manager, project management teams, and more departments as needed.
Academic / Professional Qualifications
University graduate or above and major in Business Administration, Marketing, E-Commerce preferred.
Work Experience
7+ year experience in Brand.com, Ecommerce/online marketing field.
Interactive communication experience in agencies and/or online marketing division for consumer brand is a plus.
Professional Skills
Expert in E-platforms management and E-Commerce business development.
Good knowledge of client touchpoints, familiar with O2O client experience development.
Experienced with EC architecture, operations and analytic skills/tools.
Experience with 3rd party platforms (Momo, Beauty Stage etc) will be a plus.
Familiar with digital touchpoints, technologies and tools such as social media, personalization and behavior targeting.
Good at planning, presentation, problem solving, communication, stress management and project management.
MS Office (Excel, Powerpoint, Word)
We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL. We are an Equal Employment Opportunity Employer and personal attributes do not form part of the selection process. Our team is selected solely for their talents and capabilities. We welcome the opportunity to learn how we can leverage your unique abilities and experiences to drive us forward.
Skills Required
- University graduate or above
- Major in Business Administration, Marketing, E-Commerce
- 5+ years experience in Brand.com, Ecommerce/online marketing
- Interactive communication experience in agencies and/or online marketing division for consumer brand
- Expert in e-platforms management and E-Commerce business development
- Knowledge of client touchpoints and O2O client experience development
- Experience with EC architecture, operations and analytics tools/skills
- Experience with 3rd party platforms (e.g., Momo, Beauty Stage)
- Familiarity with digital touchpoints, social media, personalization and behavior targeting
- Planning, presentation, problem solving, communication, stress management and project management skills
- Proficiency in MS Office (Excel, PowerPoint, Word)
- Good command of English and Mandarin
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.
