The Role
Lead Chanel FBP e‑business strategy and digital platform/ec commerce development. Manage e‑shop projects, EC architecture, analytics, O2O client experience, campaign calendar, and partnerships to recruit new customers.
Summary Generated by Built In
The Digital Experience role is to help us 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)
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
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The Company
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.
