Job Mission:

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. CHANEL Korea is moving towards a client-centric organization, aiming at reinventing the luxury client journey within omni-channel eco-system. This role will be responsible for managing the FBP customer experience and CRM processes. The Client Experience Manager for CHANEL FBP is to ensure delivering ultimate luxury client experience on both online and offline channel with best vision and curation with digital and offline CRM, Membership program, Lifecycle campaigns. You are to create a seamless, engaging, and surprise and delightful client journey for building the brand loyalty of CHANEL.

The impact you can create at CHANEL

Membership, Lifecycle & Clientele

• Effective planning and delivery of data driven, multi-channel eCRM strategies and communications, planning and developing contents and assets aligned with our Loyalty strategy, the target audience(s) and the delivery platform / formats.
• Plan, develop, manage, deliver communication strategies to our existing and identified potential clients throughout the different channels available to improve engagement and contribute to our retention targets.
• Define communication planning and channel strategy based on targets audience and business priorities and ensure targeted and personalized communications are delivered to the correct target audience, via the right channel to increase relevancy and maximize response rate.
• Manage and review on all CRM and client lifecycle campaigns sync with client telling strategy and execution.
• Review on 360 customer journeys understanding via data analysis, findings and derive concrete vision and CRM strategy
• Ensure seamless execution of CRM campaigns on digital to offline brick and motar or event.

Campaign & Event management

• Plan, design, manage and deliver all VIP event for elevated brand experience
• Design the event invitation strategy and deliver elevated client experience with product campaign and holiday season.
• Manage and orchestrate all products and seasonal client communication program with variety of client touch point (app, kakao targeted message, mms, edm, dm)
• Set up the new product launch campaign strategy and its CRM communication plan based on marketing calendar.
• Build up client journey to implement CRM action plan and report every campaign result and learnings.
• Work closely with global team to validate our initiatives and to deliver right support in the right timing
• Perform digital communication by executing monthly communications in different touchpoints
• Plan & develop mobile sampling / service strategy for success of campaign and also for digital viral

Database Management

• Lead and supervise the activities of clients' data collection as closely working with the local & regional IT, omnichannel and retail teams.
• Performing continuous data quality and data protection activities on the CRM database
• Liaise with appropriate departments to manage system enhancement requests.

CRM & Digital projects

• Lead and consolidate business requirements for client data acquisition journey on different digital touchpoint (kakao sync, social log-in, e-retail data acquisition etc)
• Build and develop strategy and evolution roadmap for client facing and BA facing app for best membership and clientele app experience.
• Lead and consolidate and pitch the needs for new Digital & CRM new projects (client engagement projects, opening of new platforms…) by closely work with local IT, regional IT, vendors, agencies and the division teams (local and regional)
• Provide reporting and analysis of new projects and KPIs to prepare for future evolutions and needs on different channel (.com, kakao giftshop, e-retail etc)
• Design and pitch for explorations, proofs of concepts and implementation of solution capabilities that can address the business future evolution.
• Reinvent on new ways of working with client centric mindset for new program and projects follow a structured methodology. Purpose being to effectively discover, define, design, deliver, deploy and create data to power insight and optimization for best client experience.

Client Analysis & Insights & Budget management

• Analyze client data to identify trends & patterns and generate insights to inform growth opportunities across clientele, marketing, merchandising and client experience.
• Drive rigor and understanding of our clients’ trends especially partner with data scientist and relevant stakeholders to identify growth opportunities and retention strategy (cross-sell, up-sell, gap analysis, LTV, segmentations, predictive client models)
• Closely working with retail team for best clientele execution and training plan
• Responsible for monthly KPI reports, new recruitment reports, category conversion reports, sales assistant sales conversion reports, communication(eDM,DM,MDM) reports, membership reports, omni-channel reports etc.
• Report generation and presentation on client insight, budget, mid-term plan strategy and other ad-hoc.
• Analyze and manage CEM Expenses and monitor CEM budget.

Key Responsibilities:

• Bring up innovative and relevant idea of client journey that Only Chanel can do throughout multi channels under the Omni-channel roadmap
• Support FBP business and engage existing and potential customers by implementing digital CRM communication (eCRM) for Fragrance, Makeup and Skincare in line with a marketing calendar
• Lead Integrated customer analytic projects with local, region and global team which is to develop an integrated Customer Intelligence and develop strategy for customer communication
• Propose new ideas for recruitment, customer retention and engagement by tracking CRM activities and analyzing CRM KPIs
• Support marketing and retail team by analyzing and sharing report of each campaign result, customer purchase pattern, transaction analysis and etc.
• Update CRM Expenses and track the expense whether it is used within a budget
• Work closely with global team for them to validate our initiatives and to deliver right support in the right timing

Role Specifications: 

Advanced knowledge on marketing / CRM / CRM software /Statistics

Client-centric mindset and experience

High interest on the latest market trend and new wave of client communication including digital

Strong data analysis and documentation ability

Academic / Professional Qualifications :

4 years university degree

Work Experience

Minimum 10 years’ work experience within a customer related business environment or business consulting firm

• Experience of executing major customer focused change/improvement initiatives
• Experience of launching membership, client programs that are seamlessly sync on both offline and digital channels.
• Experience of product owner or business owner for IT / digital project.
• Experience of translating customer insights into winning campaigns and maximizing profit through the use of data led decision making
• Strong background of digital projects, data analysis and customer program use experience
• Accountability for budget/cost center management
• Experience of working with clients and customers to understand their needs and perceptions
• Experience of client-related project
• Experience of managing multiple clients and/or customers
• Working experience in multi-cultural and multi-discipline environment
• Experience of team management

Required Competencies

• Strong presentation skills both in English & Korean with persuasive power