Your role @ CHANEL
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.
At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful and caring in inspiring our people; fostering an environment that reflects our strong values; encouraging and enabling inclusion and investing in work and workplace that foster collaboration and well-being. This is critical for the long-term success of our business.
The CEM Digital service professional is to ensure optimal curation and execution of digital CRM campaigns, to create a seamless, engaging, and efficient client journey, build loyalty of CHANEL customers and support business objective achievement. This role is required to work in close collaboration with Omni-channel team, Retail team, Marketing Team, TDS team and 3rd party vendors to ensure smooth operation and data analysis to optimize all aspects of experience for both internal and external clients. The role will also be the key contact person for Salesforce Marketing Cloud related projects planning, execution, coordination and adoption.
The impact you can create at CHANEL
CRM operations
- Confirm needs for all CRM campaigns (targeting, assets, deduplication, planning) to brief the third-party vendors.
- Ensure seamless execution of CRM campaigns according to approved requirements.
- Provide CRM campaign reports and learnings to enhance future CRM campaign briefs.
- Assist 360 customer journeys understanding via data analysis, findings and concrete recommendations in line with the Marketing and CRM strategy and objectives defined by other teams.
- Responsible for CRM data analysis: including the usage of the tools by the business users and adoption of future CRM operational systems and processes
- Work with the Internal Agency team on developing to your division more advanced CRM practices.
- Recommend work processes improvements to ensure customer data capture & campaign management is efficient at the local level
CRM & Digital projects
- Support the business review process to drive the achievement of CRM KPIs
- Adopt the right tools and processes (working with region) to facilitate the smooth execution of projects in the market context
- Consolidate local needs for Digital & CRM new projects (client engagement projects, opening of new platforms…).
- Provide planning and liaison support amongst local IT, regional IT, vendors, agencies and the division teams (local and regional)
- Provide reporting and analysis of new projects KPIs to prepare for future evolutions and needs.
- Support explorations, proofs of concepts and implementation of solution capabilities that can address market specificities
You are energized by…
- The values the team can play in being the strategic voice and influence in driving FBP Division business performance and gaining market presence for CHANEL
- Being a true partner to the business stakeholders across the organization, building relationships, and influencing in a highly collaborative, matrixed and multicultural environment
- Being a catalyst of change initiatives, pioneering in building new experience for clients.
- An environment that advocates listening, co-creation, inclusiveness, user-centricity and agility in designing holistic solutions
- A workplace where we provide you opportunities to drive values in areas where you are good at and support you to be at your best
What you can bring to the team…
- Minimum 3-5 years’ experience in relevant Digital Marketing /CRM experience, preferably within the Digital/CRM agency.
- Experience in salesforce.com technology, especially in the Marketing Cloud module or any other campaign management platform.
- Experience in CRM targeting & channel orchestration
- Operational excellence in CRM / lifecycle
- Capability to adopt digital tools (including eDM set-up, mms/kakao set up, Salesforce Marketing Cloud modules and other new tools) with openness.
- Awareness of digital branding efforts and support in the establishment of a positive brand image and experience for CHANEL.
- Capability to contribute to brand equity by supporting the implementation of CRM campaigns.
- Capability to articulate the digital client propositions for CRM campaigns through clear communication.
- Capability to understand the various methods of gathering, extracting, storing and cleansing CRM related data as per data sourcing and preparation requirements set by data governance stakeholders.
- Capability to apply various methods of descriptive analytics and reporting to display factual data analysis results on CRM campaigns.
- Flexible and positive mindset to embrace changes and agility to adapt
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.
