You will join the dynamic CHANEL Fragrance & Beauty (FBP) Marketing team in Singapore, where you will help shape seamless and elevated client experiences across CRM and e-business touchpoints. This role brings together performance analysis of CRM and e-business and drives business growth while upholding CHANEL’s brand equity.
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, 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. 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.
Working closely with local and regional teams and export-market stakeholders, you will translate client and business insights into actionable initiatives. You will also drive the e-business and CRM agenda across Singapore, Travel Retail and selected export markets, including Indonesia and the Philippines.
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 will also help bring CHANEL campaigns and client experiences to life across online and offline touchpoints—supporting campaign assets, website content, CRM journeys, recruitment for events and retail activations. Your work will help ensure that every client interaction is purposeful, consistent and aligned with the House’s standards of excellence.
CRM:
Regional reporting and analysis, diagnostic of trends and translates campaign and client data into clear insights and action plans.
Lead post-campaign reviews for new test and learns and priority campaigns, assessing effectiveness and identifying opportunities for the business
Lead strategic overview of monthly CRM communications and CRM projects, including Salesforce automation campaigns and client journeys.
Be a center of excellence and to lead in pilot initiatives for the region
Drives operational excellence of CRM execution for eventing moments
Analyse CRM data to generate client insights and recommendations that strengthen loyalty, conversion and engagement.
Drives CRM initiatives for Indonesia and Philippines and supports performance reporting
Ebiz :
Conduct regular analysis of e-business performance across platforms and channels, identifying commercial drivers, improvement opportunities
Compile merchandising and sales reporting to support forecast and revenue adjustments, including forecasts for e-business campaigns
Close market watch and to propose recommendations to strengthen content quality, user experience and conversion.
Support the optimisation of Chanel.com, including campaign updates, content management, SEO initiatives and the rollout of website features and services.
Partner with Communications and regional e-business teams on digital media and website strategies that support conversion and brand visibility.
Drives strategic roll-out of ebusiness strategies and roadmap for export markets (Indonesia and Philippines)
You are energised by
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 also enjoy connecting data, digital performance and client behaviour to uncover meaningful business opportunities. 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 7 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 analytical skills, with the ability to interpret performance data and convert insights into clear recommendations and action plans, and to act operationally to execute the recommendations in a timely fashion.
- Strong project-management and organisational capabilities, with the ability to manage multiple workstreams and deadlines.
- Excellent written and verbal communication skills, with confidence in preparing reports and presentations for varied stakeholders.
- Strong mastery of CRM / E-business is required, and knowledge of power bi and salesforce marketing would be a plus. Prior experience in managing a -1 would be advantageous.
What Chanel can offer you
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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