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Manager, Fragrance & Beauty Client Intelligence

Manager, Fragrance & Beauty Client Intelligence

ChanelNew York, NY, US
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Manager, F&B Client Intelligence

At CHANEL, we focus on creating an inclusive culture that nurtures personal growth and contributes to collective progress. We believe everyones uniqueness 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.

About the Role : CHANEL is looking for a Manager to join our Fragrance & Beauty Client Intelligence Team in New York. In this role, the F&B Client Intelligence Manager plays an instrumental role in the design of data-powered initiatives that drive engagement for the Owned (DTC) network. The manager is responsible for delivering rich client analytics, bringing forth client development opportunities, transforming those insights into impactful, omni-channel actions that drive engagement, loyalty and growth and analyzing their impact. Our ideal candidate will have 5-8 years of experience and a passion for uncovering patterns and insights in client behavior and collaborating with business partners to action on them.

What impact you can create at CHANEL :

  • Create client profiles, utilizing demographic, behavioral, and transactional data.
  • Contribute to deep dive client studies with intent to answer strategic questions and influence decision making alongside the F&B Client Intelligence Team and business partners, extracting key, actionable findings
  • Lead analysis of client behavior within Owned (DTC) channels (e.g. omni-channel, product and client lifecycle) to deepen understanding of client behavior and uncover growth opportunities
  • Deliver regular reports and benchmarks on DTC client behavior, KPI (e.g. New vs. Existing, retention, 2+ visits, omni-channel, etc), and segmentation trends
  • Support boutique management in utilizing client KPIs to facilitate coaching conversations and / or drive action in their individual stores.

Actioning on Insights :

  • Leverage insights to support business stakeholders in decision making
  • Translate data into clear insights and recommended actions for driving increased loyalty and client value.
  • Identify key trends, segments, and behaviors as opportunities to grow our omni-channel client base.
  • Utilize insights as a foundation for strategies and programs that deepen engagement.

    • Program Development, Activation Targeting & Execution :

  • Data-Powered Clienteling
  • Management of the clienteling program for F&B Boutiques targeting & execution, tech development for automation, performance measurement, boutique training and adoption and continual evolution and optimization
  • Expansion of clienteling programs into Fashion boutiques
  • Identify and implement opportunities for integration of clienteling behavioral data into CRM database to increase knowledge and ability to activate on these data
  • Key contributor to Advisor Tool project (Clienteling App), identifying critical functionalities to support clienteling strategy and optimization
  • Client Engagement Management (CEM)
  • Liaise regularly with Client Engagement Team and other business partners, including cross-divisionally, on strategy for Client Engagement initiatives (e.g. Direct Mail, Email, Events, Client Gifting)
  • Leverage client segmentation framework and ongoing insights to build targeted audiences for acquisition, engagement, and retention activations in line with F&B strategic priorities.
  • Identify opportunities to activate digital-to-retail journeys, including events and in-store experiences, service offerings (e.g. Click & Collect) localized campaigns, and in-store exclusives.
  • Test, learn, evolve and ultimately scale

    • KPI Design, Performance Measurement & Optimization :

  • Designs targeting and program KPIs to ensure to optimized learnings against key loyalty indicators (e.g. conversion, avg. spend, cross-shop, omni-channel engagement) in post-program measurement
  • Performs timely and consistent response analysis for all client engagement activities within Owned, measuring incremental impact against a control group and program ROI
  • Create feedback loops where campaign analysis insights feed future targeting strategies.
  • Conducts regularly share outs of key insights learnings and recommended refinements and evolutions to targeting strategy and overall engagement approach.
  • Implements improvements of programs based on learnings

    • Database Management & Optimization :

  • Key member and active contributor for CRM Tech Modernization design and implementation
  • Proposes and manages database enhancements in partnership with CHANEL Tech team and database provider to enable optimal efficiency and scale
  • Proposes and drives (in partnership with Tech, DB provider and product owners) integration of new data sets in the CDP (e.g. transactional, behavioral, 3rd party) to achieve 360-degree client view and result in ability to action
  • Maintains strong knowledge of data quality practices.
  • Regularly proposes and implements solutions for automation of data, reporting and efficiency

    • You are energized by :

  • The ideal candidate will have a passion for uncovering patterns in client behavior and actively contributing to the design of data-powered initiatives that drive multi-touchpoint brand engagement
  • Strong analytical skills; blend of database knowledge, analytical and problem-solving skills
  • Advanced data modeling and data manipulation skills
  • Ability to utilize analytical, statistical, and programming skills to glean insights from large data sets
  • Experience navigating a database architecture to enable optimal front-end analytics
  • Proactively implement solutions to achieve scale in data analysis and data extraction
  • Deep understanding of omni-channel client journeys and how to leverage data to increase engagement and loyalty
  • Highly driven, self-motivated, results-oriented, strategic thinker
  • Proactive with strong time management, organization and prioritization skills
  • Demonstrated strength in communication and influencing skills; not only written and verbal, but also in the engagement of internal and external business partners
  • Strong interpersonal and communication skills
  • Strong ability to transform complex data into clear and actionable insights.
  • Collaborative mindset; Comfortable working cross-functionally with Digital, Retail, Marketing, and Tech partners.

    • What you will bring to the team :

  • Strong proficiency in Microsoft Office programs (Advanced Excel, Powerpoint)
  • Proficiency and demonstrated capabilities of working with data through experience in analytics tools (e.g. Looker)
  • Experience with targeting and segmentation in CRM systems (Salesforce Data Cloud, etc.).
  • Industry knowledge, retail experience and / or experience working with luxury and / or global brands and an understanding of client-centric marketing strategies a plus
  • Proficiency in data visualization tools (e.g., Tableau, Power BI) and familiarity with programming languages (SQL, Python) and CRM platforms (Salesforce or similar) a plus.

    • Position Logistics :

  • Bachelor's degree required (major / concentration in a quantitative field e.g. Data Science, Data Analysis, Business, Mathematics, Statistics, Economics, Computer Science, Engineering, or related field, preferred); Master's degree a plus.
  • Minimum of 5 years of experience in client insights, data analytics, or CRM.
  • Partially Remote : Role requires a minimum of three days in-person office presence at the designated location / office.

    • Compensation :

  • The anticipated base salary range for this position is $70,200 to $110,000. Base salary is one component of the total compensation for this position. Other forms of variable pay may be offered for this position. Other components may include bonus potential, benefits, and / or perks.

    • Benefits and Perks :

  • Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund
  • Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
  • Generous paid time off policies to include vacation, holiday, sick and volunteer days
  • 401K and other incentives
  • Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
  • Life insurance,
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