Assistant Ebiz and Client Engagement Manager

Youwilljoin thedynamic CHANEL Fragrance & Beauty (FBP) Marketingteam in Singapore,whereyouwill helpshapeseamless andelevated clientexperiencesacross CRM and e-businesstouchpoints. Thisrolebringstogether performanceanalysis of CRM and e-business and drives businessgrowthwhileupholdingCHANEL’s brandequity. 

This roleis crucial in drivingcustomer relationship management (CRM) initiatives under the CHANEL Fragrance and Beauty Division and to ensure consistentclient experience at all CHANEL FBP stores.The ideal candidate should have a good understanding of CRM in the luxury retaillandscape,andidentify key CRM strategies to spearhead the brand across different touchpoints.This candidate should be a strong self-starter in navigating new CRM retail projects while 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 (eg retail team, regional team, learning team) instrategizing and executing various CRM initiatives. The candidate should becomfortable with numbers and data, as well as havea high level of detail-orientedness and strong project management skills.He/she should also be excited by the different retail events, and tocontribute 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 alsobe responsible for planning and executing CRM strategy to meet client KPIs (recruitment, retention, repeat).In addition, he/she will be thebudget owner for CRM – and to manage gifting strategies / client engagement initiatives. On a project basis, this candidate will lead the CRM digital projectsand to ensuretimely feedback to the region for reporting and analytics.  

Workingcloselywith local andregionalteamsand export-market stakeholders,youwill translate client and business insightsintoactionable initiatives. Youwillalso drivethe e-business and CRM agendaacross Singapore, TravelRetail andselected exportmarkets,including Indonesia and the Philippines.  

What impact you can create at Chanel 

You will be the key custodian ofCRM strategies across different touchpoints (EDM,sms) and across different channels (local market, travel retail, export markets).As CRMis 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 insights to drive the business.  

Youwillalso helpbring CHANELcampaigns and clientexperiences to lifeacross online and offlinetouchpoints—supportingcampaign assets,website content, CRMjourneys,recruitment forevents andretail activations.Yourworkwill helpensurethatevery client interactionispurposeful, consistent andalignedwith theHouse’s standards of excellence. 

CRM: 

• Regional reporting and analysis,diagnostic of trends andtranslates campaign and client data into clear insights and action plans. 

• Lead post-campaign reviews fornew test and learns and prioritycampaigns, assessing effectiveness andidentifying opportunities for the business  

• Lead strategic overview ofmonthly CRM communications and CRM projects, including Salesforce automation campaigns and client journeys. 

• Be a center of excellence andto lead in pilot initiatives for the region 

• Drives operational excellence of CRM execution foreventing moments 

• Analyse CRM data to generate client insights and recommendations that strengthen loyalty,conversion and engagement. 

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

Ebiz : 

• Conduct regular analysis of e-business performance across platforms and channels,identifying commercial drivers, improvement opportunities 

• Compile merchandising and sales reporting to support forecast and revenue adjustments, including forecasts for e-business campaigns 

• Close market watch andtopropose recommendations to strengthen content quality, userexperience and conversion. 

• Support theoptimisation of 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 ofebusiness strategies and roadmap for export markets (Indonesia and Philippines) 

You are energised by 

You are energised bythefast pace nature 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, digitalperformance and client behaviour to uncover meaningful business opportunities.You should be a team player withstrong communicationskills, and adopt a collaborative approach to solutioning. Youare also someone whothrives on navigating complex environments with ambiguity and deliveringhigh standards of work under time pressure.   

What you will bring 

• Min 7years’ and above of experience in similar role, and with a strong retail understanding and exposure, preferably inagency 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 ina timely fashion. 

•  Strong project-management andorganisational capabilities, 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-businessisrequired, and knowledge of power bi and salesforce marketing would be a plus. Prior experience in managing a -1 would beadvantageous.  

 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 ofeach 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.