Senior CRM Manager

Senior CRM Manager, UK Region

Location: CHANEL Head office, London

Reports to: Head of Marketing – Fragrance & Beauty UK Region

Contract: Maternity Cover (Full-Time, Fixed-Term Contract)  

Team Size: 4 (2 direct reports)

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.

“In order to be irreplaceable, one must always be different” stated company founder, Gabrielle Chanel. 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:

The successful candidate will be responsible for developing and implementing strategies, interactions and projects to enhance client engagement, retention, and loyalty ensuring alignment with the business’s overall objectives and luxury positioning.  Driving a customer-centric culture, this position will lead in amplifying the role of CRM within F&B for the UK Region.

What impact you can create at Chanel:

The Senior CRM Manager, will guide and inspire the local teams as well as support the UK region markets, defining and executing a comprehensive CRM strategy for the UK Region that aligns with the overall business objectives, client specificities and regional needs.

• Oversee the holistic Client communication strategy by channel and segment for a client’s lifecycle alongside supporting our brand campaigns to drive engagement and conversion
• Analyse and develop recommendations for client journeys across omnichannel touchpoints, leading the interaction across departments to increase efficiency and client engagement
• Key responsibility to oversee VIC clients programme to create engaging initiatives to drive more value and deeper loyalty from these clients
• Driving client gifting strategy for UK, encouraging client surprise and delight and reward and recognition to drive client loyalty.
• Oversee clienteling in the UK to support our ambition to offer the ultimate luxury and personalised experience to our clients. Partner with Retail and Training to develop bespoke programs for drive BC adoption with clienteling
• Lead the development and ongoing optimisations of client projects and tools, driving innovation to enhance the client experience
• Be the F&B business champion for local and global data topics to ensure a seamless omnichannel client experience
• Owner of F&B Client Database; driving growth across online and in-stores, and leading maintenance for strong database health and increase in client engagement
• Lead monthly analyses, and reporting on client KPIs to identify trends, behaviours, and opportunities for improvement in client relationships
• Team management to empower and develop the team energising, building talent and maximise departmental performance
• Championing CRM innovation across communication channels, and client tools to drive strong client experiences with CHANEL

What you will bring to the role:

• A visionary with a passion for CRM and a deep understanding of consumer behaviour
• An excellent understanding and experience of the Beauty or Luxury industry
• A proven track record of motivating teams
• Strong strategic planning, analytical, communication and presenting skills 

You are energised by:

• Working in a highly collaborative environment across regional, local and global teams
• Being a part of an extremely passionate team with a common goal
• People Management focused on coaching and mentoring individuals to be their best
• Ability to make solid business decisions independently
• Ideas and solutions driven
• An Insights driven role

• Contributing in the on-going 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:

• Being part of a dynamic CRM & Marketing Team
• Opportunity to work with the most well-known luxury Global brands with a wealth of heritage
• Empowerment to take ownership of your impact within the brand
• You will be equipped and supported to drive your development and meet your career aspirations
• To further develop your knowledge of the ever-evolving beauty industry 
• An opportunity to work with senior stake holders to develop your management skills
• 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  

Our employee benefits have been created to support you across your professional and personal life by offering you:  

• 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 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.