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 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 mission of the Client Experience professional is to nurture long-lasting, highly personalized relationships with clients at scale by creating meaningful and engaging moments throughout their journey. By curating emotional moments across all touchpoints, this role aims to make clients feel privileged and valued. He/She will reinforce the bond between clients and the brand through exceptional communication, tailored in boutique interactions, and a deep understanding of client needs, ensuring each moment brings loyalty and deepens client relationships. He/She is expected to plan and execute strategic CRM communications based on CRM analysis and insights. This includes digital & CRM initiatives such as EDM/MMS/prints and Kakao, as well as non-digital initiatives like in-boutique animation management. Additionally, the role supports in building strategies, proposing the adoption of optimal tools and platforms, and contributing to the development of long-term communication/clientele strategies.

1. Client Communication & Journey building: - Collaborate with internal stakeholders and external vendors to successfully execute all CRM activations, including new channels such as app and Kakao strategies, based on the CRM database using Salesforce Marketing Cloud. - Work closely with retail, Media, CX from all division, and IT teams to plan and implement optimal targeting and asset management using client databases and CRM/FA clientele programs, with the goal of enhancing client loyalty and repeat purchases. - Lead the design and continuous optimization of onboarding journeys, ensuring seamless transitions across digital and in-boutique touchpoints. Take charge of change management to anticipate client expectations and FA’s expectation as well. - Drive the end-to-end client communication strategy across digital, social CRM, and boutique touchpoints. Direct campaign design, oversee execution, and align messaging across channels to ensure consistency. - Manage daily operational tasks, including overseeing campaign content, managing the communication calendar, and providing directions to internal teams and external vendors. - CRM & Data Optimization (I-coco & Salesforce): Act as the business lead for I-coco tool evolution and Salesforce Marketing Cloud campaigns. Partner with tech and CRM teams to define improvements, design evolution roadmap, ensure adoption and change management, and leverage analytics to drive segmentation and personalization. 2. In-Boutique Experience & Relational Promise - Drive in-boutique engagement programs across all client tiers, ensuring pipelines are nurtured and expanded. - In-Boutique Animation Strategy & Execution: End-to-end planning, execution, and reporting of in-boutique events (e.g. 'Art of Styling Moments,' 'Art of Accessorization'), ensuring each contributes to sales and long-term client relationships. - Review & design on app request, trial, wishlist, and reservation processes, integrating digital solutions to enrich the client journey of the boutique. - Gifting & Personalization Program management : Strategically design and oversee gifting initiatives, ensuring integration with client lifecycle milestones. Analyze gifting ROI and develop frameworks that enhance loyalty and deepen emotional connection with the brand. - Communicate directly with local, regional, and global stakeholders to share insights and ensure smooth project execution. - Digital Transformation Support: Champion the alignment of boutique and digital experiences, ensuring projects contribute to the overarching client experience strategy. 3. Strategic Reporting, Tracking & Budgeting - Take full ownership of communication/engagement budgets, ensuring efficient allocation and maximum impact of investments : Monitor budgets and collaborate with internal teams and external vendors. - Build reporting frameworks to capture client insights and campaign effectiveness. Present strategic recommendations to leadership on how to evolve engagement strategies. - Performance & Insights: Establish KPIs for communication campaigns, monitor performance dashboards, and translate insights into actionable strategies for continuous improvement. - Optimize campaign execution by managing communication frequency based on data analytics, ensuring the reduction of unsubscribe rates and preventing customer churn. - Proactively identify new business opportunities and pilot programs that accelerate client loyalty, engagement, and sales. Lead cross-functional collaboration to test, measure, and scale initiatives. 4. Client Experience Omnichannel Expansion - Kakao & CCC Evolution: Define business requirements and lead cross-functional teams (tech, retail, CCC) to enhance CCC capabilities. Drive adoption and ensure services continuously evolve with client expectations. - Omnichannel Strategy: Review, support and integrate additional communication channels, inboutique experience ensuring a consistent and seamless client experience across platforms.

Academic / Professional Qualifications - Bachelor’s degree in Business, data or related field. Work Experience - 4~7 years in digital marketing, digital communication, or CRM-related roles.

- Experience in the luxury industry is a plus.

For more details, please refer to the company website.