Manager, Email & Digital Communication

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.

About the role:

CHANEL is looking for a Manager, Email & Digital Communication, to join our Retention Marketing Team onsite in New York City. You will play a leading role in developing and executing digital strategies that support the client lifecycle, increase client retention and engagement. This role interfaces with BI/CRM, Digital Tech, Marketing, Creative and various pillars within the Digital Team and is a key partner for analyzing data, identifying opportunities and executing campaigns tied to CRM objectives. Our ideal candidate will have a minimum of 5 years of experience in email & digital communication, an analytical mindset and ability to build trusted partnerships with business, vendors and internal stakeholders. Experience in luxury retail and omnichannel eCommerce is ideal.

What impact you can create at CHANEL:

• Drive strategy and implementation of omnichannel program initiatives that enhance and strengthen the client relationship across multiple marketing vehicles
• Manage daily operations and maintenance of behavioral email program, including but not limited to segmentation, campaign builds, scheduling, activating and reporting
• Optimize automated behavioral and lifecycle campaigns to increase engagement with the email channel, leveraging content personalization, dynamic product recommendations and geo-localization
• Develop and execute test plans for subject line, content, segmentation and frequency to continually optimize the program
• Support defining communication framework and guidelines (i.e., frequency) in partnership with key local and global stakeholders
• Partner closely with Growth and Retention team, Digital pillars, Marketing and global counterparts to identify areas of opportunity and synergies to improve overall client experience
• Manage daily operations and maintenance of behavioral email program, including but not limited to segmentation, campaign builds, scheduling, activating and reporting
• Create and manage brief process with Artistic Direction, internal teams and vendors
• Manage builds and QA in collaboration with vendors, Tech and Digital
• Monitor and provide on-going analysis on key email marketing metrics to track campaign and program performance
• Provide regular reporting and insights on program, identify trends, include recommendations and make data-driven optimizations to reporting
• Manage day-to-day vendor relationships and manage our business within vendor scope, including project management, reporting and analytics, billing and invoicing
  
  
  

You are energized by:

• Conceptualizing, organizing and managing multiple campaign projects and deliverables
• Working in a highly collaborative environment with effective relationship building ability
• Navigating complexity and supporting consistent transformation and change
• Collaborating with passionate teammates
• Connecting the dots on problems, bring a key eye for details and expert problem perception
  
  
  

What you will bring to the team:

• Strong experience in project management of daily operations and maintenance of behavioral email program, including but not limited to segmentation, campaign builds, scheduling, activating and reporting
• Creative and technical thinker with a client-centric mindset, and a knack for communicating logic and criteria to partners to build exceptional client experiences
• Comprehensive knowledge and experience with various CRM, ESP & retail marketing platforms
• Coordinate with TECH teams to monitor technical developments related to lifecycle program, including functional evolutions & automated campaign implimentations
• Develop & execute comprehensive retention markieting & loyalty strategies to increase customer lifetime value and reduce churn rates
• Technical skills: proficiency in Bluecore, Adobe , Oracle Responsys & Salesforce Marketing cloud strongly preferred
• Project management expertise and ability to build prioritization roadmap
• Vendor relationships and management
• Technical, logical and strategic mindset and ability to use data and reporting to inform decision making
• Analytical skills and ability in data analysis tools such as Google Analytics and Looker
• Experience in a global retail eCommerce organization, luxury brand a plus
  
  
  

Position Logistics:

• Minimum of 5 years' experience in retention digital marketing or CRM, with a proven track record for driving results, preferably in the retail or luxury goods industry
• Hands on experience in developing and managing lifecyle and loyalty programs
• Technical Skills: proficiency in Bluecore, ESP, CDP, Salesforce Marketing Cloud highly preferred
• Partially Remote: Role requires a minimum of 3 days in-person office presence in the New York office
• A Bachelor's Degree in digital marketing, communications or related field preferred but not required
• Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.
  
  
  

Compensation:

• The anticipated base salary range for this position is $69,100 - $130,000. Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.
  
  
  

Benefits and Perks:

• Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund
• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
• Generous paid time off policies to include vacation, holiday, sick and volunteer days
• 401K and other incentives
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
  
  
  

Additional Information:

Chanel is a private 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 offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.
  
  
  

Chanel Community:

• CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
• Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.
  
  
  

Sustainability:

• CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.
  
  
  

Arts and Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.
  
  
  

Fondation Chanel:

• Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.    
• For more information, please navigate to the Fondation Chanel website here  
  
  
  

Career and Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.
• Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.