Assistant Ebiz and Client Engagement Manager

You willjointhe dynamicCHANEL Fragrance & Beauty (FBP) Marketing teamin Singapore, whereyouwillhelp shapeseamlessand elevatedclient experiencesacrossCRMand e-businesstouchpoints. This rolebringstogetherperformance analysisof CRM and e-business and drives business growthwhileupholdingCHANEL’sbrand equity.

This role is crucial in driving customer relationship management (CRM)initiatives under the CHANEL Fragrance and Beauty Divisionand to ensure consistent client experienceat all CHANEL FBP stores. The ideal candidate should have a good understanding of CRM in the luxury retail landscape, andidentifykey CRM strategies to spearhead the brand across different touchpoints. This candidate should be a strong self-starter in navigating new CRM retail projectswhile 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 (egretail 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 levelof detail-orientednessand strong project management skills. He/she should also be excited bythe differentretail 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 forplanning 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 timelyfeedback to the region for reporting and analytics.

Working closelywithlocal and regionalteamsand export-marketstakeholders, youwilltranslate client and business insights intoactionableinitiatives. You willalsodrive the e-business and CRM agenda acrossSingapore, Travel Retailand selectedexport markets, includingIndonesia and the Philippines.

What impact you can create at Chanel

You will be the key custodian of CRMstrategies 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 insightsto drive the business.

You willalsohelp bringCHANEL campaignsand client experiencesto life acrossonline and offline touchpoints-supportingcampaignassets, websitecontent, CRM journeys,recruitmentforeventsand retailactivations. Yourworkwillhelp ensurethateveryclient interaction ispurposeful, consistent and alignedwiththe House’sstandards of excellence.

CRM:

• Regional reporting and analysis,diagnostic oftrends andtranslatescampaign and client data into clear insights and action plans.

• Lead post-campaign reviews for new test and learns and priority campaigns, assessing effectiveness and identifyingopportunities 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 leadin pilot initiatives for the region

• Drives operational excellence of CRM execution for eventingmoments

• AnalyseCRM data to generate client insights and recommendations that strengthen loyalty, conversionand engagement.

• Drives CRM initiatives for Indonesia and Philippines and supports performance reporting

Ebiz:

• Conduct regular analysis of e-business performance across platforms and channels, identifyingcommercial 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 proposerecommendations to strengthen content quality, user experienceand conversion.

• Support the optimisationof 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 ebusinessstrategies and roadmap for export markets (Indonesia and Philippines)

You are energised by

You are energised by the fast pacenature 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 performanceand client behaviour to uncover meaningful business opportunities.You should be a team player with strong communicationskills, andadopt a collaborative approach to solutioning. You are also someone who thriveson navigating complex environments with ambiguity and delivering high standardsof work under time pressure.

What you will bring

• Min 7years’and above ofexperience 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 timelyfashion.

• Strong project-managementand organisationalcapabilities, 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 individualincreases the diversity, complementarityand effectiveness of our teams. We strongly encourage your application, as we value the perspective, experienceand potential you could bring to Chanel.