Regional Client Loyalty Manager

Your role @ CHANEL

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.

As an ultimate luxury brand, CHANEL strives to set the standards in services and experiences for all clients, the Regional Fragrance & Beauty (FBP) division is looking for a CRM Client Loyalty Manager to join the regional CRM team to deliver unparalleled client experience and drive client loyalty.

The Client Loyalty Manager is responsible for designing and developing innovative loyalty programs and related client solutions. This role entails creating and implementing client initiatives and programs that enhance engagement and foster long-term relationships. The Manager will spearhead the exploration of new initiatives to boost client engagement and loyalty, ensuring a customer-centric approach in alignment with business objectives. The ideal candidate possesses a strong blend of creative thinking, analytical skills, and a proven track record in developing successful client loyalty initiatives.

The impact you can create at CHANEL

Steer and lead client loyalty in the region

Overall managing the CRM client loyal program across all clients segments to drive client loyalty and increase client value.

Responsible for the define and design of loyalty programs to meet regional client development ambitions & business priorities and advocate for region and local markets on local specifications to eventually provide a relevant and ultimate client experience.

Act as a single point of contact for the project roadmap, communicating the status with senior leaders in the organization.

Lead the program development by analyzing business requirements, bringing together cross-functional needs into the overall design and implementation of the programs, validating user stories, acting as the bridge to IT development team to launch and roll out the programs in respective markets.

Drive change management initiative related to new programs and projects launched the markets, act as training lead, provide guidance to local markets during both set up phase and run phase.

In charge of end to end performance tracking and reporting of the programs results, to provide optimization solutions and improvement plan.

Develop client solutions in close collaboration with regional IT

Manage the clienteling solutions to enable 1:few and 1:1 engagement & communications between BA and clients.

Responsible for the future development of clienteling tools & features, include manage enhancement requirements, release schedule and backlog prioritization. Define the product ideal state, seek direct feedback from frontend users, monitor usage and adoption, laisse with global team on clienteling initiatives and new solutions.

Work with Digital Touchpoint owners on the client engagement platforms and feature roadmap across touchpoints. Provide client insights and foresights to contribute to the future digital touchpoints development plan.

Measure client engagement and satisfaction along the journey and value chain by the implementation of experience measurement tools, tracking and KPIs.

Ensure consistent client experience across all touchpoints in line with our business objective of qualitative recruitment and retention.

Foster innovation and new initiatives

Drive innovative client program pilot in collaboration with business teams (e.g. Retail team, E-biz team, Communication team, Customer Care, etc) to define “what” - what is the experience to provide to clients and IT team to plan “how” - how to deliver the programs to markets.

Mobilize global teams on the development of new client engagement and programs to incarnate the journeys in the region

Identify new initiatives by leveraging insights and input from internal data intelligence team, digital teams and competitors’ research, and be responsible to propose new ideas and programs to continuously drive client loyalty.

Proactively collect best practices from markets and disseminate across the region to support collective improvement

Stakeholder management and community animation

Be the voice of Asia Pacific in global taskforces, understand market specificities and ecosystems, consolidate and escalate requests, ensure local execution is on par with international brand standards

Interact with various teams at global, regional and local levels to connect the dots and deliver a genuinely client centric experience at the ultimate standards of quality and execution

Animate the community of CRM experts, redefine and stretch the role to maximize impact in the organization

Guide and support local markets with their client loyalization initiatives

You are energized by…

The values the team can play in being the strategic voice and influence in driving client 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 programs to strive for a best in class client experience.

Enthusiastic about new technology and data, willing to foster a meaningful relationship with clients.

Being a catalyst of change initiatives, capable across all topics of client loyalty to enable the optimal experience for clients across online and offline .

An environment that advocates listening, co-creation, inclusiveness, user-centricity, and agility in designing holistic solutions

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…

University graduate or equivalent applicable experience

Minimum 7+ years of experience in CRM, Client Loyalty, Client Engagement position, for a direct-to-consumer business.

Experience in luxury retail industry would be a definite advantage

Proven record of excellent client loyalty & retention management experience, especially success in managing customer client engagement & loyal programs from design phase, to development, to roll out, to day-to-day operation.

Solid knowledge in CRM in retail business (e.g. Data Management, CRM tools, client segmentation, client experience & journey, client engagement & loyalty, etc.)

Digital & Data Savvy. Master of User Experience Design and System Design Thinking methodologies and proven record of how to use them to enhance the design or development of client solutions. Experience in UX/UI Design is a plus. Able to leverage data insight to guide the design of client programs and identity new business opportunity.

Excellent communication skills to communicate effectively and maintain good relationships with business and IT stakeholders across various APAC markets.

Ability to work independently, to develop and foster relationships with internal stakeholders and external tech partners

Problem solving skills, ability to navigate matrix

Good analytical and presentation skills

Ability to multitask, and thrive in a fast-paced environment