CHANEL Hiring for CRM & Data Lead at Delhi, Delhi, India Full Time

As an independent company, its core values are grounded in:

• Exceptional creation and client experience
• Nurturing human potential
• Having a positive impact – on people, the environment, and communities around the world.

As part of this, the House promotes arts, culture, and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

CRM & Data Lead

The Digital & Media department is looking for CRM & Data Lead for management and implementation of CRM projects, data and tools, while leading optimization and innovation to enhance the omnichannel client experience. The role will ensure CRM business needs are met from capturing client data to engaging local clients across 3 divisions. This role is required to work in close collaboration with digital team, retail team, marketing team and 3rd party vendors to ensure smooth operation and data analysis to optimize all aspects of experience for both internal and external clients. A high level of collaboration and project management as well as excellent communication skills are key to success in this role with many stakeholders in different areas of the business.

The impact you can create at CHANEL

CRM & Digital Tools

• Drive a client-centric culture within all boutiques across 3-Divisions by championing effective client engagement and sophisticated client experience to enable retail teams to develop long lasting relationships with clients, and to ensure that the Brand is perceived as the Ultimate House of Fashion Luxury
• Seamless execution of client strategy & development in partnership with local retail, marketing & boutique teams to drive the full client journey
• Confirm needs for all CRM campaigns across 3 divisions (targeting, assets, planning)
• Responsible for and the key contact of the clienteling tools including the internal app for retail teams, ensuring application maintenance and a strong user experience; Implement the roll-out of our clienteling tools including the app at the POS, train our sales advisors accordingly
• Ensure seamless execution of CRM campaigns according to approved requirements
• Provide reports and learnings to enhance future campaigns and automation briefs
• Assist 360 customer journeys understanding via data analysis, findings, and concrete recommendations in line with the Marketing, CRM and Omni-channel strategy and objectives
• Responsible for client data analysis
• Report on campaign performance, developing post-campaign analysis & client insights and regularly share successes and learnings
• Work with the Internal Agency team on developing advanced CRM practices
• Manage email marketing calendar; targeting and orchestration of all 1-to-many and 1-to-1 client communication campaigns across all touch points ensuring that the central guidelines are met
• Leverage VIC programme to design a dedicated path to our top tier clients
• Support the business review process to drive the achievement of business KPIs
• Provide planning and liaison support amongst local IT, regional IT, vendors, agencies and the division teams (local and regional)
• Work with Marketing to develop client gifting strategy and manage gift forecasting to ensure client needs are met

Data

• Act as lead data stewards to review and validate the database accuracy and database maintenance
• Responsible for database growth; developing data capture opportunities and growing owned client data. Understand data flows and be the business stakeholder to improve client data integrations;
• Create programme to share understanding of the benefits of data capture with the retail team through training, regular communications, and reports
• Ensure client data alignment across touchpoints to maintain highest data integrity;
• Build in-depth knowledge of our client database and provide insights and recommendations to various stakeholders

What you can bring to the team…

• Minimum 5 years’ experience in relevant Data/CRM experience, preferably within the Digital/CRM agency
• Experience in salesforce.com technology, especially in the Marketing Cloud module or any other campaign management platform is a plus
• Experience in communication targeting & channel orchestration
• Operational excellence in CRM / lifecycle design
• Capability to contribute to brand equity by supporting the implementation of campaign communications
• Capability to articulate the digital client propositions for campaigns through clear communication
• Capability to understand the various methods of gathering, extracting, storing and cleansing related data as per data sourcing and preparation requirements set by data governance stakeholders
• Capability to apply various methods of descriptive analytics and reporting to display factual data analysis results on CRM campaigns
• Flexible and positive mindset to embrace changes and agility to adapt

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, and the business, and develop their personal motivations. This means everyone can grow, continue to be inspired, and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organization and its people.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as well-being programs, learning and development opportunities, and parental leave for all parents globally.