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 their 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 Regional Fragrance & Beauty (FBP) division is looking for a CRM Client Project Manager to work closely with regional CRM team to ensure the delivery of key client centric projects.
This individual should have strong project management experience and good interpersonal skills and experience managing complex projects with various stakeholders. Reporting into the Senior CRM Manager, you will play a pivotal role to make sure business objectives are met via the implementation of the CRM projects, work closely with project development teams and cross functionally with IT, Retail & Operation, E-Biz and Customer Care team to drive the enhanced client engagement experience through omnichannel client journeys.
The impact you can create at CHANEL
Project Management of CRM Client Projects
- Overall managing the CRM projects to drive the growth of client base and client value.
- Aligning regional client development priorities across key stakeholders, (including markets) to be sure that the CRM projects best reflects the business needs
- Responsible for analyzing the business requirements provided by regional and local teams, and bringing together cross-functional needs into the overall design and implementation of the projects.
- Ensure that proper business requirements are given during project cycles and act as a business partner for the IT development teams ensuring that specifications, development, testing phase and final validation by business units are complete before project go live.
- Lead the projects roll out in APAC local markets and conduct the change management. Provide support to local teams during the whole project process
- Act as a single point of contact for the project roadmap, communicating the status with senior leaders in the organization.
Key CRM Project Focus:
- Responsible to drive the end to end management with focus on key projects:
- Client Data Management Project
Be the client data management project lead, have a thorough understanding of client database. Ensuring data processes (from collection, processing, unifying, usage to deletion) are best designed and optimized, and there is consistency across the client ecosystem and integrating new channels and touchpoints. Set up the data analysis framework, identify client data dashboard and analysis needs. Calibrate BI & reporting on business rules and KPIs. Support the Data Management Tool deployment.
- CRM Client Engagement Project
Be responsible of design and develop Client Engagement Program, make sure the program design met the CRM strategy and the program elements catering clients’ needs across omni-channel. Drive collaboration with business team and IT development team to deploy the project. Support local markets with go to market strategy.
- And manage the synergy among all other projects to ensure a seamless client journey can be supported by the implementation of the projects & programs, including project plans and estimates, scoping and requirement through implementation and deployment. Proactively monitor and report on execution of deliverables.
Documentation and best practice sharing
- Ensure that data management documentation & guidelines are completed for your projects sufficient for end user requirements (including SOP)
- Proactively collect best practices from markets and disseminate across the region to support collective improvement
You are energized by…
- The values the team can play in being the strategic voice and influence in driving client engagement and loyalty in CHANEL’s Fragrance & Beauty division
- Working in a highly collaborative and regional environment. Being a true partner to the business stakeholders across the organization.
- Management of client facing projects and optimization of process, tools & programs to strive for a best in class client experience.
- Enthusiastic about data and willing to foster a meaningful relationship with clients by data driven activities.
- 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…
- 5+ years of experience in CRM, Client/Digital Project Management position, ideally for a direct-to-consumer business
- Proven record of excellent project management experience, especially success in managing customer data management project/tools and/or client engagement & loyal programs
- Good understanding on CRM in retail business (e.g. CRM database, CRM tools, business concept of client experience & journey, client engagement & loyalty, etc.)
- Digital & Data Savvy. Experience in Salesforce technology is a plus.
- Empathy and excellent communication skills to communicate effectively and maintain good relationships with business stakeholders across various APAC markets.
- Ability to work independently, to develop and foster relationships with internal stakeholders and external tech partners
- Strong project and people management skills to ensure all requests are recognized and prioritized for optimal customer experience & business impact
- Ability to multitask, and thrive in a fast-paced environment
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.
