Job Description

Job Purpose:
Lead insight analysis and strategic execution of 360\xc2\xb0 client engagement programmes with the aim of driving client engagement, upshift, retention and support recruitment to increase brand advocacy, client acquisition and loyalty to the Brand.

Key Responsibilities:

CLIENT STRATEGY, INSIGHTS & RELATIONS

• Design the Client Strategy for the Brand in line with local commercial and global direction as well as implement the Client Service Strategies in partnership with Marketing and Retail teams
• Develop and coordinate a comprehensive and effective CRM approach through all touchpoints including but not limited to client gifting, client communication and global & regional event trips, in line with global guidelines, to achieve business objectives
• Leverage on data analytics to optimize client knowledge & understanding while maximizing the security level and confidentiality of client data
• Coordinate, execute and track client communication campaigns in collaboration with the Agency and regional CRM team (using available tools including Salesforce and iCoco)
• Manage and protect the quality and hygiene of the client database from all sources (Retail, Pioneer, Online Appointment Booking, etc)
• Analyze global, regional and local market client insights and trends including client database and other client related data, in order to identify and develop relevant Client strategies

CLIENT SERVICES

• Develop Client Services action plan for in-boutique execution through strong collaboration with the retail teams, particularly the Client Services team/CEM Expert
• Prepare and set the necessary processes to optimize client service communication to retail teams
• Partner with retail management team to drive a client-centric mindset and behaviour
• Represent the brand in developing strong client relationship with VICs and Elites
• Act as key contact to manage Customer Satisfaction survey tools or related touchpoints

UPHOLD IMAGE & FINANCIAL HEALTH OF THE BRAND

• Take ownership of the accuracy and control of the client strategy investments for the division
• Manage and analyse client strategies\xe2\x80\x99 results for key learnings to elevate the efficiency and effectiveness of future projects
• Review and highlight potential need for client strategy investments re-prioritization based on evolving business\xe2\x80\x99 requirements and regional recommendations

TEAM PLAYER

• Actively contribute to create a harmonious and conducive working environment that promotes teamwork, professionalism and respect among colleagues and external parties who work with the brand
• Highly driven and agile in learning and accepting any change or transformation within the organization in line with new business directions

REQUIREMENTS:
Academic / Professional Qualifications

• University graduate

Work Experience

• Min 6 years of experience in client insights/client engagement role, with 3 years in a managerial capacity
• Ability to analyze data and craft workable findings from consumer and market intelligence and insights
• Experience in retail or luxury industry will be an added advantage

Required Competencies

• Analytical mindset with the ability to connect the dots
• Highly driven and results-oriented
• Meticulous, strong organization and good interpersonal skills
• Good English language proficiency in written and verbal \xe2\x80\x93 able to present compelling case studies and strategy recommendation based on data analysis
• Experienced in managing Power BI dashboards and Salesforce Marketing Cloud
• Excellent Microsoft Office skills (Excel, Word and Powerpoint)
• Fast learner and team player
• Resilient and agile in managing complexities and navigating ambiguities

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.