Senior Client Engagement Executive

About the Role

This position plays a pivotal role in driving Customer Relationship Management (CRM) strategies within the CHANEL Fragrance and Beauty Division, ensuring uniform and exceptional client experiences across all CHANEL FBP stores. The successful candidate will have solid expertise in CRM tailored to luxury retail environments and will develop key strategies aimed at expanding the brand's presence across multiple customer touchpoints. The role demands a proactive individual capable of leading innovative CRM retail projects while embracing a test-and-learn mentality.

Partnering closely with key teams including retail, regional, and learning departments, the person will strategize and execute diverse CRM initiatives. Precision with numerical data, a high degree of attention to detail, and robust project management abilities are essential. Passion for luxury retail events is also integral, as the candidate will contribute to enhancing event success through well-crafted client communication journeys.

Key Responsibilities

• Develop and implement client journey strategies across several platforms (such as EDM, SMS) utilizing Salesforce Marketing Cloud.
• Plan and carry out CRM strategies to achieve client-focused KPIs, including recruitment, retention, and repeat customer rates.
• Take ownership of the CRM budget, managing gifting plans and client engagement activities.
• Lead CRM digital initiatives, ensuring timely regional feedback for reporting and analytical purposes.
• Support occasional e-business webmastering projects on an as-needed basis.

Impact

You will act as the primary guardian of CRM approaches spanning various communication channels and markets, including local retail, travel retail, and exports. Given CRM's role as a core growth driver, you will spearhead innovative test-and-learn projects leveraging both quantitative and qualitative client insights to boost business outcomes.

Candidate Profile

• Thrives in the dynamic, fast-moving environment of luxury retail.
• Demonstrates curiosity and adaptability when launching new cross-functional projects.
• Exhibits strong teamwork, effective communication, and collaborative problem-solving skills.
• Comfortable managing complexity and ambiguity, consistently delivering high-quality work under tight deadlines.

Qualifications and Experience

• At least 5 years of relevant experience in CRM roles with emphasis on retail, preferably within agencies or luxury retail/beauty sectors.
• Comprehensive understanding and command of CRM tools and strategies.
• Familiarity with Power BI and Salesforce Marketing Cloud is advantageous.

Our Commitment

CHANEL is dedicated to fostering an inclusive environment that promotes personal growth and collective advancement. Valuing the diverse backgrounds and unique perspectives each individual brings, we welcome applications from all qualified candidates eager to contribute their talents to our team.