Your role @CHANEL:
You will support the development and implementation of the client experience program at CHANEL Fragrance & Beauty across the UK Region, the purpose of which is to reward and delight our clients through elevated experiences inside and outside our doors. These experiences will inspire our clients and strengthen their connection with the brand, it engages existing clients in new and innovative ways and recruits new clients into CHANEL Fragrance & Beauty. This role will own the critical task of ensuring an integrated and personalised approach to client experience at CHANEL and support the infusion within the organisation of a client-centric mindset at the forefront of our initiatives.
What impact you can create at Chanel:
Key Responsibilities:
- Client strategy: Support the Head of Marketing to define, develop and execute the strategy for coherent omnichannel client experiences, ensuring the program supports our long-term vision in each channel of distribution considering opportunities to deliver differentiation, scale and client relevance
- Project management: Lead key client experience projects, from ideation to execution. Define the project needs and coordinate the implementation across departments including mapping the client journey across the different touchpoint
- Client Relationship Development: support the retail team to enhance client activities in the boutiques to facilitate the ideal client journey and experience
- Evaluation: For all projects define and implement a robust framework of KPIs, ensuring our results are connected to our business ambitions and long-term strategy
Key Projects:
Brand Events
- Special projects such as large-scale activations with an Omni-channel view and in collaboration with local and global teams. Preparation for briefs to Global capturing all requirements from departments and co-ordination between local, regional and global teams
- Support the CRM team on designing VIP Clients 1-1 client journeys to build extraordinary customer experience for the top client segment, always surpassing their expectations
- Establish potential strong relationships with external luxury partners and be the point of introduction for high-potential clients (luxury hospitality, etc.)
Product Launches and Kem
- New product launch animation
- Initiatives to support seasonal calendar events (key emotional moments)
Retail Support
- Propose bespoke in-store experiences & services to the retail teams alongside developing a unique offer for our standalone boutiques
- Develop strong client journeys during trade site animation to implement desirable ‘Only at CHANEL’ local experiences to reinforce CHANEL’s authority as a luxury leader.
- Develop experience enablers to enhance the client journey and experience including digital technology in stores
- Influence global partners to create custom tools and initiatives that are relevant to specific needs and desires of the UK client
Additional Responsibilities
- Insights: Develop reports about consumer insights, industry trends, and competitive landscape to measure and adjust our offer around customer needs, expectations and overall sentiment
- Budgeting: Responsible for the accurate budgeting and forecasting of tools & fees within the Client Experience budget.
- Regional Strategy: Contribute to the business reviews, budget and Alignment presentations.
This is an impact-focused summary of the job and it’s helpful to note that responsibilities listed are not exhaustive; additional and more detailed duties will be shared during training stage according to the needs of the business and as requested by the Head of Marketing
What you will bring to the role:
- A strong understanding and experience of both the Beauty and luxury industry and the consumer engagement
- Awareness of the latest tools, trends and digital experiences available in the market
- Strong project leadership skills with the ability to drive key business decisions & influence stakeholders at all levels
- A creative vision, with the confidence to validate decisions
- Demonstrated ability to manage several projects at once & prioritise effort and resource
- Excellent analytical skills with the ability to extract key relevant insights to business stakeholders of all levels
- Excellent communication and interpersonal skills
- Proactive, self-motivated with a problem-solving mindset & a good attention to detail
- Strong awareness of brand culture
- Computer literacy essential: Microsoft suite, Analytical tools (Power BI)
You are energised by:
- Working in a highly collaborative and global environment
- The opportunity to work within a highly reputable global brand with a strong heritage
- Being a part of an extremely passionate team with a common goal
What you will gain from this experience:
- The opportunity to work cross functionally with several local, global and regional departments including Retail, E-Business, CRM, I.T, Operations, Training, Client Care and Media. As well as third party agencies and software platforms