CRM Projects And Clienteling Executive, f&b

Location: CHANEL, 5 Barlow Place, London UK

Reports to: CRM Client Projects 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. 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:

• Develop Clienteling tool
• Support in-store processes & tools
• Clienteling insights & adoption

As the CRM Projects and Clienteling Executive, you will play a key role in the implementation and ongoing development of Clienteling, Client projects and tools across CRM for the Fragrance and Beauty division, ensuring continuous innovation and optimisations to ensure the best tools are in place to support client recruitment and loyalty. You will also build strong relationships with UK business teams and IT to ensure smooth functioning of the client tools, as well as strong adoption by users.

What impact you can create at Chanel:

• Support the Client Projects team with the seamless running of clienteling, tools and projects, supporting stores to achieve clienteling success and drive client retention and loyalty.
• Embed the Clienteling mindset and enhance its adoption and engagement.
• Offer robust direction and clear guidance to the Retail community through comprehensive training, effective communication and engagement moments throughout the calendar year.
• Ensure adoption of clienteling behaviours and actions by creating clear processes, frameworks, client journeys and effective communication.
• Build a Super User community amongst Retail stores by answering questions, fostering peer to peer learning, resolving challenges and gathering feedback to turn into actions that enable continuous improvement.
• Develop strong knowledge of all clienteling processes and tools, seeking ways to enhance and innovate.
• Capture, refine, and brief enhancements to maintain or improve clienteling tools through new features and optimisations.
• Responsible for completion of mid to long term deliverables, developing seamless processes and collaborating closely with stakeholders across the business to successfully meet project timelines.
• Support with tool testing, identifying bugs/sharing unexpected behaviours with IT and managing resolution.
• Train Retail community on clienteling tools and creation of training content across internal digital channels.
• Support Retail & Innovation across Clienteling and CRM providing vital insights and improvement opportunities by analysing data, reporting on project performance, tool adoption and client behaviour.
• Analyse data sets to generate weekly and monthly reporting on clienteling performance and sharing insights across the Retail community.
• Leverage analysis and insights to drive improvements in clienteling and client projects.
• Be a strong CRM and clienteling advocate, promoting across the business to increase awareness.
• Collaborate with the Retail team to maximise Clienteling visibility and adoption.
• Support the ongoing roadmap for Client projects & CRM to meet business needs.
• Develop clienteling journeys, assets and templates to help retail adoption and ensure retail needs are met to aid client relationship building.

This is an impact-focused summary of the job and it’s helpful to note that responsibilities listed are not exhaustive; additional and more detailed duties will be shared during training stage.

What you will bring to the role:

• You demonstrate the ability to multi-task and assess situations quickly with minimal supervision and independence.
• You exhibit great attention to detail and strong communication skills to collaborate across departments effectively.
• Competent in project coordination, experienced use of digital software and agile workflow to collaborate efficiently and deliver timely results.
• An agile mindset and approach to your work, enabling you to pivot as or when required.
• Bring a positive can-do attitude with the ability to overcome obstacles and deliver.
• Assertive and proactive, you are a highly organised and self-motivated individual.
• Adaptable and community driven, you are a supportive member of the team.
• Ability to prioritise as new topics arise, based on business impact and risk.
• Proficiency in Microsoft 365 (focus on excel and PowerPoint) and iOS software.
• Strong interest in client behaviours and passion for clienteling and CRM.
• Strong ability to build relationships and collaborate successfully.

You are energised by:

• Fostering meaningful relationships with supporting teams and external partners.
• Strong attention to detail and ability to clearly communicate change.
• Working in a highly collaborative and regional environment.
• Freedom, autonomy, agility, teamwork, independence, ownership & creativity.
• Space to explore curiosity with new projects and future planning.
• Problem solving and finding solutions.
• Client behaviour and CRM & clienteling.
• Analysing data to find data driven insights and actions.
• Collaborating closely with internal IT team and external partners to deliver business needs.
• Contributing to the ongoing and companywide version of sustainability.

Sustainability is one of CHANEL’s key performance drivers, embedded into our ways of working we require continued collective action from all employees to deliver on CHANEL’s House Sustainability Ambitions across our four key areas:

• Restoring Nature and Climate
• Investing in Circularity
• Advancing dignity and prosperity
• Promoting the autonomy of women

What you will gain from this experience:

• Develop, evolve, and improve Clienteling and tools essential to business operations in retail across the UK and other regions.
• Collaborate with departments, varied, future-oriented range of work.
• Opportunity to collaborate with multiple departments across the Company to experience a diverse range of work and improve ways of working.
• Encouraged to work independently by becoming an owner of processes across the Fragrance & Beauty department.
• Develop skills and knowledge across CRM and projects.

The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.

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.

Benefits are eligibility dependent and subject to change at any time.

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