The CEM Expert plays a key role in driving client culture in boutique & managing the boutique client strategy, acting as the bridge between marketing and boutique.
The CEM Expert (client engagement management expert) is based in the boutique to drive boutique client engagement strategy and oversee the client action plan at Boutique level.
Working closely with boutique teams (boutique management to frontline staff), he / she will infuse a client-centric mindset and sustain clienteling culture in boutique daily life.
The CEM Expert will leverage insights to understand client trends, identify opportunities for potential client development and for building long term client relationships
Key Roles & Responsibilities
Support and review Fashion Advisor client portfolio to identify opportunities and defining the client action plans utilizing client engagement tools
Design with Fashion Advisor specific VIC client journey and support Fashion Advisor on VIC profiling upd
Drive boutique CEM strategy & action plan, leveraging quantitative & qualitative client insights
Plan and execute the CRM actions including in-boutique events, gifting allocation, client targeting
Determine clienteling opportunities for boutique, and identify tools to support implementation
Drive client development and retention performance, and work with Marketing to determine relevant client KPIs (Coco Program and otherwise)
Interpret client trends & share insights with Head of Boutique & Marketing - based on reports, Fashion Advisor feedback and / or observations;
and providing qualitative feedbacks, key learnings and recommendations on Client Engagement Management actions
Map and build Fashion Advisors’ clienteling capabilities, skills & understanding of client engagement (segmentation basics, touchpoints including client communication tools, gifts, events etc);
Monitor Fashion Advisor clienteling performance (including appointments) and share with boutique management team
Close collaboration & partnership with relevant teams (Deputy head of boutique, Style expertise, Retail & learning development partner) to drive Client Engagement Management mindset & elevate client experience (eg.
trainings, appointments, other touchpoints)
Activate boutique marketing activities & tools
Bachelor degree of above
At least 5 years' retail or retail management experience (in boutique / in store), ideally within luxury goods sector
At least 3 years' experience working with client relationship management and / or client engagement topics
Project and team management experience, with office partnership being a plus
Comprehensive knowledge of Client Engagement Management segmentation, database and client reporting
Detail-oriented, with a dynamic / creativity mindset
Self-motivated and independent, yet also delivers strong teamwork
Proficient in spoken / written English, Cantonese & Mandarin
Proficient in computer & presentation skills
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.