This role is crucial in driving customer relationship management (CRM) initiatives under the CHANEL Fragrance and Beauty Division and to ensure consistent client experience at all CHANEL FBP stores. The ideal candidate should have a good understanding of CRM in the luxury retail landscape, and identify key CRM strategies to spearhead the brand across different touchpoints. This candidate should be a strong self-starter in navigating new CRM retail projects while harnessing a positive test and learn mindset. With the shared mission of continuously elevating the House as the ultimate luxury beauty brand, he/she will partner closely with key stakeholders (eg retail team, regional team, learning team) in strategizing and executing various CRM initiatives. The candidate should be comfortable with numbers and data, as well as have a high level of detail-orientedness and strong project management skills. He/she should also be excited by the different retail events organised, and to contribute to the success of the events with the build of client communication journeys.
Day to day, the candidate will be involved in strategizing the client journey plan across multi-touchpoints (EDM, SMS, etc) using salesforce marketing cloud. He/she will also be responsible for planning and executing CRM strategy to meet client KPIs (recruitment, retention, repeat). In addition, he/she will be the budget owner for CRM – and to manage gifting strategies / client engagement initiatives. On a project basis, this candidate will lead the CRM digital projects and to ensure timely feedback to the region for reporting and analytics.
There will also be exposure to selected ebusiness webmastering projects on an adhoc basis.
What impact you can create at Chanel :
You will be the key custodian of CRM strategies across different touchpoints (EDM, sms) and across different channels (local market, travel retail, export markets). As CRM is a key growth driver for the brand, you will be at the forefront of new test and learn projects, harnessing the power of data, and qualitative client insights to drive the business.
You are energised by :
The fast pace nature of luxury retail, and you thrive in a highly dynamic business landscape. You also embody a sense of curiosity and agility in developing new projects cross-functionally. You should be a team player with strong communication skills, and adopt a collaborative approach to solutioning. You are also someone who thrives on navigating complex environments with ambiguity and delivering high standards of work under time pressure.
What you will bring :
Min 5 years’ and above of experience in similar role, and with a strong retail understanding and exposure, preferably in agency or luxury retail / beauty category. Strong mastery of CRM is required, and knowledge of power bi and salesforce marketing would be a plus.
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.
Skills Required
- Minimum 5 years' experience in a similar CRM or retail role
- Strong mastery of CRM strategy and execution
- Hands-on experience with Salesforce Marketing Cloud
- Strong retail understanding and exposure
- Experience managing CRM budgets and gifting strategies
- Strong project management skills and attention to detail
- Comfortable with data, reporting and analytics
- Experience planning/executing client journeys across EDM and SMS
- Experience in agency or luxury retail/beauty category
- Knowledge of Power BI
- Knowledge of Salesforce (general) or related CRM platforms
- Self-starter with collaborative communication skills and test-and-learn mindset
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.
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