Job Mission:

CHANEL Korea is moving towards a client-centric brand, aiming at redesigning the client experience leveraging a new Omni-channel eco-system.

This position assumes responsibilities of supporting a FBP Client Intelligence Manager in :

• Build up FBP Omni-channel client journey and initiate right action plans for this journey.
• Orchestrate 360 degree on both online & offline marketing and customer experience plan especially for .com / kakao / e-retail.
• Design new service and client experience on every touchpoint to elevate client experience.
• Build up the strategy and connected client experience for membership app and membership program.
• Proactively support business by set up the product launch campaign strategy and its CEM action plan
• Initiate unique client experience journey for new channels and also events

Key Responsibilities:

• Bring up innovative and relevant ideas of client experience journey in omni-channel ecosystem
• Set up the strategy and unique client experience for .com / kakao / e-retail connected journey.
• Continue to initiate new project regarding innovation on client registration, engagement, tools and retail journey.
• Initiate engagement plan for traveling customers to be connected to Chanel omni-channel.
• Build and evolve membership tool, app, on & offline experience.
• Orchestrate 360degree plan for new connected experience at offline with coordination of product marketing, media, social, PR, retail and VM, every month.
• Test & learn about CRM communication and automate based on the result and learning to build up client journey to be implemented in Salesforce Marketing Cloud.
• Set up the new product launch campaign strategy and its CRM communication plan based on marketing calendar.
• Work closely with global and regional team to validate our initiatives and to deliver right support in the right timing
• Actively participate in regional and global projects with an integrated Customer Data Base and Marketing Automation system. Especially support Pioneer project role out in Korea (UAT / issue raising, support error fix, cooperate with regional & internal counter parts)
• Closely communicate with CCC & internal counterparts and execute issue raising with tickets and follow up afterward.
• Support the business review process to drive the achievement of CRM KPIs 
• Adopt the right tools and processes to facilitate the smooth execution of projects
• Build local needs for Digital & CRM new projects such as client engagement projects, opening of new platforms
• Provide reporting and analysis of new projects KPIs to prepare for future evolutions and needs.
• Proactively deliver trend and needs on Korea market especially to CX related agendas and propose strategic plan to global and regional teams.

Role Specifications: 

• Minimum 3 years’ experience in relevant Digital Marketing /CRM/ Membership/App experience, preferably within the luxury industry and/or a Digital/CRM agency
• Experience in salesforce.com technology, especially in the Marketing Cloud module or any other campaign management platform.
• Capability to contribute to brand equity by supporting the implementation of CRM campaigns.
• Advanced knowledge on marketing / CRM &CEM/ CRM software /Statistics / Salesforce
• Data analysis and documentation ability, Client-centric mindset and experience, High interest on the latest market trends, including digital and O2O trends

Academic / Professional Qualifications :

4 years university degree

Work Experience

+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 translating customer insights into winning campaigns and maximizing profit through the use of data led decision making
• Strong background of data analysis and customer program use experience with good understanding for recent technologies & digital touchpoints.
• Accountability for budget/cost center management
• Experience of working with clients and customers to understand their needs and perceptions
• Experience of research for client behaviors or market trend
• Experience of client-related project
• Experience of managing multiple clients and/or customers
• Working experience in multi-cultural and multi-discipline environment

Required Competencies

• Strong presentation skills both in English & Korean with persuasive power
• Strong & clear communication skill and strong Negotiation skill with vendors and internal counter parts
• Strong & detailed documentation skills especially on MS Office tools(word, excel, PowerPoint)
• Strong with numbers & details (Meticulous)
• Creative ideas, abilities to think differently from to the others
• Time management, collaborative, organized, proactive, flexible
• Ability to maintain professional relationships with other related divisions
• Excellent organization, planning and project management skill.
• Problem solution and Data analytics skill

Key Interactions / Stakeholders

Internal

• Product Marketing, Promotion team, Training, Retail, RPC, VM, CCC, IT, Communication, PR, POS, Legal, Regional and Global teams

External

• Vendors and agencies