Senior Client Loyalty professional
4주전에
Job Mission:
CHANEL Korea is moving towards a client-centric brand, aiming at redesigning the client experience leveraging its unique omni-channel eco-system.
This position assumes responsibilities of supporting the FBP CEM Omni Journey Manager in:
Ensure optimal curation and excellent execution to create a seamless, engaging, and efficient client journey, build loyalty of CHANEL fragrance and beauty clients and support business objective achievement. Engage VIP clients, retain them and increase LTV by providing an unrivaled luxurious experience in a way only Chanel can do. Elevate Chanel FBP’s clienteling journey for both clients and beauty advisors in a smart way with right tools, data, and programs. Initiate unique client experience journey for new programs, services, and events adapting global guidelines to local needs. Increase CHANEL skincare client loyalty by driving revisit, upsell, and leveraging retention. Recruit new to skincare and convert make-up and fragrance client to expand their journey to Chanel FBP’s three categories. Influence CHANEL clients and make them advocates of CHANEL skincare. Proactively support business by set up the product launch campaign strategy and its CEM action plans. Orchestrate 360-degree marketing and customer experience plan for POS / SAB / .com / kakao / e-retail & TR. Harmonize above missions to be completed in Chanel FBP’s omni-channel client journey and initiate right action plans for each journey.Key Responsibilities:
Manage CRM campaign calendar and set up the new product launch campaign strategy and its CRM communication plan based on marketing calendar. Build up client journey to implement CRM action plan and report every campaign result and learnings. Test & learn about CRM communication and automate it based on the result and learning to build up seamless and effective client journey to be implemented in Salesforce Marketing Cloud. Bring up innovative and relevant ideas of client experience journey in Fragrance & Beauty division considering omni-channel ecosystem. Manage and report CRM and clienteling KPIs regularly and initiate action plan to enhance them. Support the business review process to drive the achievement of CRM KPIs. Work closely with global team to validate our initiatives and to deliver right support in the right timing. Build local needs for Digital & CRM new projects such as client engagement projects, opening of new platforms, etc. Adopt the right tools and processes to facilitate the smooth execution of projects. Actively participate in global/ regional projects of an integrated Customer Data Base and related system. Provide reporting and analysis of new project KPIs to prepare for future evolutions and needs. Analyze and update CEM expenses and monitor CEM budget.:
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Key Interactions / Stakeholders
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