WFJ Client Strategy Manager

Your role @ CHANEL

CHANEL is a privately-owned company whose values are grounded in creating the conditions for people to perform at their best, feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people’s humanity and uniqueness so that they are free to bring full selves to work and to their life’s calling.

At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful and caring in inspiring our people; fostering an environment that reflects our strong values; encouraging and enabling inclusion and investing in work and workplace that foster collaboration and well-being. This is critical for the long-term success of our business.

Job Mission

The WFJ Client Strategy Manager will be responsible for leading customer experience and communication strategies, as well as overseeing CRM database management to enhance client loyalty and retention for the Watches & Fine Jewelry division. This role will work in close collaboration with digital, media, retail and partner to design and deliver semaless, elevated client journeys. By leveraging client data and behavioral insights, the roll will define and optimize communication touchponts to ensure relevance, personalization, and overall client engagement.

The Impact you can create at CHANEL

Client experience elevation, client journey building, campaign automation, developing semaless digital experience for internal and external customers.

Key Roles & Responsibilities

Client Journey & Strategy Development

• Design and continuously optimize end-to-end client journeys across acquisition, retention, and reactivation stages

• Define relevant touchpoints and communication strategies tailored to client segments and lifecycle stages

• Ensure alignment between global CRM frameworks and local market needs, adapting strategies to maximize relevance and impact

CRM Campaign Automation & Execution

• Lead the implementation and automation of CRM campaigns using Salesforce Marketing Cloud

• Leverage global assets and toolkits while localizing content and deployment strategies for market effectiveness

• Ensure seamless orchestration of campaigns across channels

Data Analysis & Performance Optimization

• Analyze campaign and client data to generate actionable insights and drive continuous improvement

• Translate complex data into clear, strategic recommendations to enhance engagement and conversion

• Monitor KPIs and campaign performance, identifying opportunities for optimization and growth

Cross-Functional Collaboration

• Partner closely with global & regional teams to ensure consistency and best practice sharing

• Collaborate with local media & PR, retail, and corporate IT teams to align CRM initiatives with business priorities

• Act as a key bridge between data, technology, and business stakeholders

You are energized by

• The values the team can play in being the strategic voice and influence in driving business performances and gaining market presence for CHANEL Watch & Fine Jewelry division

• Being a true partner to the business stakeholders across the organization, building relationships, and influencing in a highly collaborative, matrixed and multicultural environment

• Being a catalyst of new initiatives, pioneering in building new elevated experience for valued clients

• An environment that advocates listening, co-creation, inclusiveness, user-centricity and agility in designing holistic solutions

• A workplace where we provide you with opportunities to drive values in areas where you are good at and support you to be at your best

What you can bring to the team

• Minimum 12 years' experience in CRM, digital marketing, or data analysis roles preferably within luxury fashion, jewelry, or cosmetics industry

• Expertise in Salesforce, Marketing Cloud or any other CRM platforms

• Experience in client communication, client lifecycle campaigns, targeting, and channel orchestration

• Experience in project management, particularly on digital channels such as .com and Kakao

• Awareness of digital branding efforts and support in the establishment of a positive brand image and experience for CHANEL

• Capability to contribute to brand equity by supporting the implementation of campaign communications

• Ability to interpret data including CRM campaign results and client trends, and turn it into actionable marketing strategies

• Strong interpersonal skills for seamless cross-functional collaboration to align on customer egnagement stategy and business needs

• Flexibile and positive mindset to embrace changes with high agility

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.