Chanel 3.9 ★

Brand Vision: The ultimate house of luxury defining style and creating desire now and forever.

Boutique Mission: Engage the client of today and tomorrow to the brand by providing unsurpassed service to all clients (internal and external) in always ensuring high image standards in the boutique while being committed to the employee’s personal and professional development and growth.

Job Purpose: The CEM Specialist plays a key role in driving and cultivating a client-centric culture in the boutiques through effectively executing client strategies for Fashion & WFJ division and preparing FAs to better engage clients in a fast-changing omni-channel environment with dynamic external factors (e.g. e-commerce; international purchases, second-hand purchases, etc)

He or she supports the Boutique team in providing customized advice on client engagement, so as to engage clients to the brand durably and effectively, leveraging on technology and tools whenever possible. He or she also bridges with the Client/Marketing team to provide insights and builds on Client Intelligence to define the right CEM activities to attract and retain clients.

Key Responsibilities:

Implement Client Strategy at boutique level

• Understand CRM strategy, client segmentation and objectives of client / marketing activities and tools, and translates them into boutique operational actions
• Lead local CRM program at boutique level, by supporting and reviewing FAs client portfolio to identify opportunities and defining the client action plans utilizing client engagement tools. Ensure FAs to understand and effectively perform to support client & business growth
• Be the iCoco ambassador at boutique level to ensure high adoption and usage, advocate the tool in all its dimensions (client knowledge, client communications, FA self-efficiency), coach and mentor FAs
• Ensure retention rate objectives and other loyalty KPIs (frequency, reactivation, RTW clients, multicategory clients) are met.
• Monitor FA performance and hold regular meetings with Client team to bridge Office and Boutique updates
  
  
  

Client Engagement & Development

• Mentor and guide FAs (new & existing) on clienteling capabilities and relationship building skills with clients optimizing a diverse range of tools and touchpoints like spontaneous gestures, in-boutique CEM activities, exclusive services… liaison with Boutique capacity
• Work closely with Client office team to manage client engagement activities in and out of the boutique (Events, Boutique activities, Birthday, End of year, Special occasions, Collection launches ...)
• Develop and agree with Client strategy team on KPIs relating to client engagement management at Boutique level and is accountable for them.
• Close collaboration & partnership with relevant teams (Boutique management team, Style expertise, Retail & learning development partner) to drive Client mindset & elevate client experience (eg. trainings, appointments, other touchpoints)
• Be the connector cross-boutique and cross-border by sharing knowledge in a collaborative spirit
  
  
  

Promote a Client-centric culture within the Boutique

• Support the Boutique Management (HOB and DHOB) in driving a client-centric culture within the boutique to develop long lasting relationships with clients
• Gather and share the client achievements and success stories in order to celebrate, to inspire and to motivate the boutique teams to surpass the expectations of clients
• Luxury Fashion competition awareness: proactively seek out competitors’ information on CEM-related activities and events - and regularly reports to Client and Boutique Management team
• Support HOB with CSS green and red flags case management
• Be responsible in responding service email channels: CS & Fashion Service
  
  
  

Client Intelligence

• Understand monthly client reports, leveraging quantitative & qualitative client insights
• Support Client Strategy team in designing reports aligned with Boutique needs
• Leverage on Business Intelligence tools (boutique dashboard) to identify growth opportunities
  
  
  

Data completeness and readiness

• Support FA on top clients’ profiling update
• Ensure client data capture and accuracy (ensure high level of contactability rate through iPad registration)
• Coach FAs on data collection and data privacy rules, paving the way for future data model (worldwide database - Pioneer)
  
  
  

Work Experience

• Fashion / retail / luxury / service
• Relevant CEM-related experience
• Preferably with supervisory experience in managing retail teams
  
  
  

Functional Competencies:

• Deep interest in relationships with clients, client-service oriented
• Possesses an understanding of Chanel culture and values
• Excellent influencing and communication skills
• Analytical capabilities
• Detail-minded, while also having a helicopter view
• Seeks constant improvements and innovation
• Self-motivated and independent while also a good team player.
• Proficient in spoken / written English and in local language where applicable