Job Mission:

• CHANEL’s long term objective is to grow qualitatively, building the long-term value of the brand for customers of today and tomorrow
• CEM plays a key role in the building of this long-lasting connection & in the maintenance of a healthy and loyal database; by contributing to a deeper clients knowledge and by increasingly supporting the boutiques in the development of this relationship with the FA at the center
• Based on the Strategy defined by Marketing team at China level, the Boutique CEM Manager is helping to adapt it to the Boutique in alignment with HOB and CRM manager (OBOS plan); and to implement and monitor it on a daily basis.
• She/He especially leads the boutique team to develop the relationship with clients, and is the key bridge with Marketing team in the adaptation of strategy, tools & actions

For 6 Months Boutique CEM Manager will be part of the Marketing to:

• Go through an exhaustive induction plan on CEM (segmentation, analysis, systems…)
• Support the CRM manager in the implementation of the Clienteling project in all Boutiques, including iPhone pilot and definition of CEM role in boutiques

Depending on Candidate profile, 1 day in boutique/week will be planned

Key Responsibilities in Boutique after Induction:

Clienteling - Support FAs in the management of their client portfolio: from mindset to performance monitoring

• Help to foster the CEM mindset among boutique staff by explaining the Clienteling approach and demonstrating its added value

• Collaborate with Marketing team in the definition of Clienteling objectives for the boutique and in the building of client portfolio by FAs

• Coach FAs in the management of their clients portfolio with a specific focus on clients with potential knowledge and identification (Adding qualitative approach to data capture); support them in the definition of appropriate follow-up actions by target and provide guidance in execution (wording, preparation...)

• Closely follow-up the clienteling performance of each FA and identify areas of improvement
  

• Feedbacks on learnings and propose adjustments to Marketing team on Clienteling project

• Participate in the definition of tools/systems needs and test

Boutique Client Data - Intelligence & Analysis

• Ensure satisfying client data capture rate and data quality by Boutique staff, in alignment with targets

• Draw insights on challenges/opportunities for the boutique based on Analysis/Trends provided by CEM team (by segments, products, CEM KPIs…)

• Provide regular qualitative feedbacks on Client trends (City, Mall, Boutique, Client behavior…)

Boutique Marketing/CEM action plan

• Contribute to boutique Marketing/CEM action plan definition with Boutique Management and Marketing team in the context of One Boutique, One Story

• Help in the implementation of the plan: from targeting to feedbacks on action learnings

• Provide recommendations, qualitative feedbacks, and key learnings on CEM actions with a good understanding of customer and team engagement

• Especially for events, support boutique and marketing teams in client targeting, invitation process and management & feedback on client experience

• Participate in the implementation of some key projects: iPhone roll-out, Registration app…

• Key Marketing relay in Boutique:

Relay the key Marketing & CEM messages on a daily basis in boutiques: Calendar, activities, objectives, tools…

Client Service – Support

• When relevant and in the spirit of CSV, support Boutique management team in the follow up of the CSS

• Particularly, integrate ASS in the clienteling initiatives as a key opportunity to engage clients

Academic / Professional Qualifications

• Bachelor degree or above

Work Experience

• At least 5-year experience in Luxury retail
  

• Basic knowledge of CEM with strong interest to develop expertise

Required Competencies

• Strong project management capabilities
  

• Communication & inter-personal skills

• Attention to details

• Basic analytical skills
  

• English communications skills in verbal & written
  

Key Interactions / Stakeholders:

INTERNAL

• Boutique Management Team & Selling Floor Staffs

• Marketing, Retail & Merchandising

• WFJ Marketing & Retail

• IT

EXTERNAL

• Clients

上班地址：市区