Senior CRM Executive

About The Job

This role is crucial in driving customer relationship management (CRM) initiatives under the CHANEL Fragrance and Beauty Division and ensuring a consistent client experience at all CHANEL FBP stores. The ideal candidate should understand CRM in the luxury retail landscape and identify key CRM strategies to spearhead the brand across different touchpoints. They should be a strong self-starter in navigating new CRM retail projects with a positive test and learn mindset. Partnering closely with key stakeholders (e.g., retail team, regional team, learning team), the candidate will strategize and execute various CRM initiatives. They should be comfortable with numbers and data, detail-oriented, and possess strong project management skills. Excitement for retail events and contributing to their success through client communication journeys is essential.

Key Responsibilities:

• Strategize client journey plans across multi-touchpoints (EDM, SMS, etc.) using Salesforce Marketing Cloud.
• Plan and execute CRM strategies to meet client KPIs (recruitment, retention, repeat).
• Manage the CRM budget, including gifting strategies and client engagement initiatives.
• Lead CRM digital projects, ensuring timely feedback to the region for reporting and analytics.
  
  
  

What Impact You Can Create at Chanel

• Be the key custodian of CRM strategies across different touchpoints (podium, workshops, in-store activations).
• Drive the business by harnessing the power of data and qualitative client insights.
• Lead new test and learn projects as CRM is a key growth driver for the brand.
• Grow your leadership journey at Chanel by managing a junior team member.
  
  
  

You Are Energized By

• The fast-paced nature of luxury retail, thriving in a highly dynamic business landscape.
• Curiosity and agility in developing new projects cross-functionally.
• Being a team player with strong communication skills and adopting a collaborative approach to solutioning.
• Navigating complex environments with ambiguity and delivering high standards of work under time pressure.
  
  
  

What You Will Bring

• At least 5 years of experience in a similar role, with strong retail understanding and exposure, preferably in agency or luxury retail/beauty category.
• Experience in leading a small team is a plus.
• Knowledge of Power BI and Salesforce Marketing Cloud is a plus.
  
  
  

What Chanel Can Offer You

• The opportunity to work with one of the world's most iconic luxury brands, renowned for its heritage and innovation.
• Ongoing training and development to enhance your skills and knowledge.
• A supportive team environment where your contributions are valued.
• Competitive compensation and benefits package.
• The chance to develop and learn new skills, and opportunities for growth both personally and professionally.
  
  
  

At Chanel, we focus on creating an inclusive culture that nurtures personal growth and contributes 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.