CRM Coordinator, F&B

Location: CHANEL, 5 Barlow Place, London UK

Reports to: CRM Manager

Contract: Permanent, full-time

CHANEL is an independent company that believes in the freedom of creation, cultivates human potential, and acts to have a positive impact in the world. At CHANEL, we strive to identify what is unique in each person and support them through their journey with the brand. Our mission at CHANEL Beauty is to underline what is most unique in every person and give our clients the confidence to become the true expression of themselves through exceptional fragrance, make up and skincare creations.

Your role @CHANEL:

• CRM Campaign Support | Email Marketing | Driving client loyalty

As the CRM Coordinator, you will play a key role in executing the CRM strategy in the UK Region. You will support in the planning and delivery of CRM Email Marketing, along with supporting in the execution of CRM campaigns that will support in driving client retention and loyalty. You will also build strong relationships with the UK Region markets and act as the main point of contact with both the email agency and the Global CRM team, as well as work cross functionally with several other departments including E-Business, Design and Retail.

What impact you can create at Chanel:

• Email campaigns - planning and execution, plus supporting the UKR Markets
• Implement UK email calendar and own the email creation process for the UK region - including briefing, testing and working closely with the CRM agency to schedule campaigns.
• Build engaging omnichannel client journeys and support CRM Manager on the implementation and maintenance of trigger programs.
• Work closely with the Global team to launch campaigns effectively, and with the Marketing and E-Business teams to align on product priorities for a seamless client experience.
• Develop and own brief request documents to support emails that meet the local trends and business needs.
• Build excellent relationships with the wider business to maximise email campaigns to the local business needs.
• Share post campaign reporting; analyse email performance data and utilise to drive learnings and optimisations for future campaigns.

Client Retention & Loyalty:

• Improve client retention and loyalty by supporting on CRM initiatives.
• Support on executing the CRM gifting strategy and coordination of send outs.
• VIC relationship development and activation support to drive long term client loyalty.
• Support CRM Sampling strategy to drive tactical client engagement and retention.
• Run post campaign reporting to identify value and performance drivers, including learnings and recommendations to evolve future campaigns.
• Deliver client lists for campaigns, to ensure a more tailored client experience.
• Support with CRM database growth opportunities.
• Utilise CRM platform to analyse client KPIs and targeting.
• Help drive new CRM initiatives; working in an agile manner and having a test and learn mindset.

UK Region CRM – Driving CRM activities in the Region:

• Support the UK region email implementation, whilst managing the coordination of campaigns with Global and key agencies.
• Share campaign content with UK region in a timely manner and support with Global requests.
• Support with market database processes to ensure efficient and compliant processes are met.
• Support in facilitating the region Gift forecasts and manage their orders with Global.
• Regularly share best practices with region, based on UK learnings and encourage new CRM tactics to support their market growth.

This is an impact-focused summary of the job and it’s helpful to note that responsibilities listed are not exhaustive.

What you will bring to the role:

• Exceptional communication and strong relationship building skills.
• 1-2+ years’ experience within CRM.
• Pro-active mindset with the ability to propose new ideas and challenge processes.
• Knowledge of CRM best practices, digital landscape and email marketing.
• Highly organised with the ability to prioritise workload and excellent attention to detail.
• Strong collaborative skills and able to work in cross-department teams.
• Strong Excel and PowerPoint skills, HTML understanding is desirable.

You are energised by:

• Working in a highly collaborative and regional environment.
• Executing successful campaigns and constantly striving for a best-in-class client experience.
• Contributing in the on-going and companywide version of sustainability.

What you will gain from this experience:

• Strong email marketing experience and knowledge of CRM best practices.
• Being a key member of the Marketing & CRM team and building a strong understanding of CRM within the luxury market.
• The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions.

Benefits At CHANEL:

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories.
• Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more.
• Mental Wellbeing: Employee Assistance Programmes and Other Support Lines.
• Platforms: Multiple Platforms to support across Wellbeing.
• Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales.
• Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.