Senior Client Loyalty Professional

CHANEL is a privately-owned company whose values are grounded in creating the conditions for people to perform at their best and 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 their full selves to work and to their life’s calling. Inspired by our founder, Gabrielle Chanel, who constantly pushed boundaries in her personal and professional life, there is no one way forward at Chanel.

We offer a unique work environment where you are encouraged to better understand the brand, the business, and your motivations, so that together we can unlock the possibility of your growth. At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful and caring in inspiring our people; fostering environments that reflect our strong values; encouraging and enabling inclusion; and investing in work and workplaces that foster collaboration and well-being. This is critical for the long-term success of our business.

--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 the FBP CX Experience Strategy Manager in: Build up FBP omni-channel client journey and initiate right action plans for this journey. Orchestrate 360-degree marketing and customer experience plan for POS/ SAB / . 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 program and app.

Proactively support business by set up the product launch campaign strategy and its CX action planInitiate unique client experience journey for new programs, services, and events. Key Responsibilities: Bring up innovative and relevant ideas of client experience journey in Fragrance&Beauty division considering omni-channel ecosystem. Set up the strategy and unique client experience for POS/ SAB /. com /Kakao /e-retail connected journey. Execute omni-channel membership program with excellence from client targeting, page development, gift management to reporting, and beyond. Evolve the membership program including contents, tools, platforms and omni-channel client experiences.

Provide reporting and analysis of client KPIs to prepare for future developments and needs. Manage CRM Campaign calendar and set up the new product launch campaign strategy and its CRM communication plan based on marketing calendar. Build up client journey to implement CRM action plan and report every campaign result and learnings. 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.

Manage and report CRM KPIs regularly and initiate action plan to enhance CRM KPIsSupport the business review process to drive the achievement of CRM KPIs Work closely with global and regional teams to validate our initiatives and to deliver right support in the right timing. Build local needs for Digital & CRM new projects such as client engagement projects, opening of new platforms, etc. Adopt the right tools and processes to facilitate the smooth execution of projects. Actively participate in global/ regional projects of an integrated Customer Data Base and related system.

Analyze and update CX expenses and monitor CX budget. Role Specifications: Minimum 5 years’ experience in relevant CRM/ Membership/ App/ Digital Marketing experience, preferably within the luxury industry and/ or a CRM/ Digital agencyExperience in salesforce. com technology, especially in the Marketing Cloud module or any other campaign management platformCapability to contribute to brand equity by supporting the implementation of CRM campaignsAdvanced knowledge on marketing/ CRM & CX/ CRM software /Statistics / SalesforceData analysis and documentation abilityClient-centric mindset and experienceHigh interest on the latest market trends, including digital and omni-channelAcademic / Professional Qualifications :

4 years university degree Work Experience8 to 14 years’ work experience within a customer related business environment or business consulting firmExperience of executing major customer focused change/ improvement initiativesExperience of translating customer insights into winning campaigns and maximizing profit through the use of data-led decision makingStrong background of data analysis and customer program use experienceAccountability for budget/ cost center managementExperience of working with clients and customers to understand their needs and perceptionsExperience of research for client behaviors or market trendExperience of client-related projectExperience of managing multiple clients and/ or customersWorking experience in multi-cultural and multi-discipline environmentRequired CompetenciesGood English/ Korean in both speaking and writingTime management, collaborative, organized, proactive and agileAbility to maintain professional relationships within the team and with other stakeholdersProblem solution and Data analytics skillCreative ideas, abilities to think differently from to the othersKey Interactions / StakeholdersInternalMarketing, Retail, RPC, Promotion, L&D, VM, CCC, TDS, Media, PR, POS, Legal, Regional and Global teamsExternalVendors and agencies