The Chanel Switzerland Regional Digital Team is currently looking for an enthusiastic and self-driven CRM and Client Data Manager to contribute to create consistent client & data expertise across our markets.
About the job
The CRM and Client Data Manager will hold an influential part in crafting and delivering the regional client and data strategy, building knowledge and expertise of our client database, ensuring that the guidelines are fully implemented, serving the objectives defined to achieve unique client experience and commercial performance targets.
As the CRM and Client Data Manager, you will be responsible for defining and delivering the CRM strategy as well as implementing the roll-out of our clienteling tools and providing on-going support to client-related projects to 3 Divisions.
You will have a significant focus in accelerating and infusing a data driven culture across all the regional organisation. In addition to possessing strong analysis skills, you will be a pro-active and a proven project manager who is making sure that the key areas under your responsibility are perfectly driven.
You will also become part of an affiliate which requires an entrepreneurial mind-set, ability to transform and grow in the role.
YOUR IMPACT ON CRM & CLIENT DATA MANAGEMENT:
CRM STRATEGY
Define Regional CRM plans to develop client engagement and value through different channels, focusing on recruitment, engagement and loyalty.- Develop and structure our client touchpoint strategies, evaluating existing channels relevancy as well as new lying opportunities. Define associated roadmap.
- Develop and/or optimize our segmentation frameworks through market and business insights, campaigns KPIs, nurtured with Divisions strategic visions.
- Be instrumental in developing / structuring client journeys through customer lifecycle analysis and trigger programs roll-outs.
- Provide strategic support to the Region / Markets on key CRM trends / evolutions, including clienteling, digital communications and customer care.
PROJECTS ROLL-OUT & SUPPORT
Lead business requirements regarding clienteling tools roll-out and on-going evolutions in the region, while supporting each of the 3 Divisions in their respective roadmaps and on-going activity- Coordinate platforms related projects with internal stakeholders (IT, Systems, Data teams) related to CRM activity: database evolution, data capture, client account.
- Be the CRM & Data single point of contact regarding e-commerce acceleration (new website and platforms roll-outs, new features)
- Oversee customer care initiatives and provide strategic support in line with our market specificities and Divisions strategies, while considering the global digital acceleration.
DATA (RETAIL & E-BUSINESS)
Provide insights and recommendations regarding CRM activities across the Region, and more specifically around e-commerce animation plan.- Define a business intelligence framework based on segmentation and animations metrics to enrich all of our internal stakeholders’ roadmaps and initiatives
- Infuse a data driven culture across all the regional organization
CAMPAIGNS MANAGEMENT & DELIVERY
Operate and deliver the yearly emailing CRM animation plan, working closely with markets and regional Divisions, in line with global strategies (e-commerce, branding, omnichannel, etc)- Manage and coordinate our regional CRM agencies (budget, contracts, ways of working, operations), finding synergies and building excellence at scale.
- Ensure market empowerment and efficiency while developing synergies and best practices sharing.
- Measure campaigns KPIs and adapt CRM plans accordingly.
YOU ARE ENERGISED BY
Working with a rapidly scaling business- The journey to Client Centricity
- An entrepreneurial mindset
- Constant collaboration with diverse teams (functional, divisional and regional)
- The luxury business
YOUR PROFILE & SKILLS
5-7 years’ experience in CRM, client communications- Knowledge in Salesforce Marketing Cloud and Adobe
- Fluent French English – Spanish is a plus. (oral and written skills)
- Position based in Geneva
