Digital & CRM Manager – CHANEL Export Europe

Reporting to the F&B Export EMEA Marketing Director, the Digital & CRM Manager is responsible for orchestrating the omnichannel growth strategy on the 25 non-affiliated markets (Other Europe & Africa) and Travel Retail EMEA. At the interface of the Global, Regional, Markets and B2B Travel Retail Customer teams, this cross-functional position plays a key role in eBusiness growth, online brand marketing activation and accelerating customer data collection and activation.

WHAT IMPACT YOU CREATE AT CHANEL

E-WHOLESALE & E-COMMERCE DEVELOPMENT

eWholesale :

Formalize and deliver the annual roadmap of LM & TR / F&B & W&FJ e-Wholesale openings.
Ensure the negotiation and implementation of online business/marketing levers to deliver our growth objectives
Prepare and review e-Wholesale sell-out estimates for budget exercises (Budget, Q1F, Q3F, MTP)

eCommerce:

Monitor performance of 9 Export e-Commerce sites (product mix, AOV, CVR, customer profile)
Influence e-Merchandising strategies according to market needs (local KEM, offer restrictions...)
Oversee chanel.com deployment projects in new markets (business case, site map, translations, functional and acceptance testing, test orders, etc.)

CUSTOMER DATA ACQUISITION & MANAGEMENT

Co-lead a taskforce dedicated to the collection and activation of customer data in Wholesale Travel Retail EMEA corners.

Manage the deployment of MyBoutiqueApp in our ~10 new F&B Retail Boutiques in LM and TR, coordinating all teams involved (Retail, Business Development, Legal, Digital, IT, Learning, Marketing...)
Optimize MyBoutiqueApp adoption (capture rate...), by mobilizing the appropriate teams and performance levers.
Propose and implement all ad-hoc data capture approaches (360° Marketing Events, etc.), and ensure their execution in compliance with CHANEL Data guidelines and local regulations in force.
Develop knowledge of our customers through regular analysis and sharing of quali/quantitative insights, obtained using CHANEL's Client Data tools (PowerBI reports, CDP)

CRM & OMNICHANNEL ACTIVATION

Define and implement CRM 1-many and Clienteling 1-1 strategy for our OWN distribution (chanel.com, boutiques)
Monitor the performance of CRM campaigns (emailing, SMS, messaging, etc.) to optimize strategy along the year

STRATEGIC MANAGEMENT AND COORDINATION

Be the voice of Export/Travel Retail's needs and projects on regional expert committees: e-Wholesale, e-Commerce, CRM, Data, Digital Product Management
Contribute to building and formalizing Export's Digital & CRM strategy in key global forums (RI, MTP, Alignment Meetings Travel Retail, Budget) and towards external partners LM and TR (Local Market Seminars, Tax Free World Exhibition…)

MANAGEMENT

Direct management of a Project Manager and an Intern (changing every 6 months)

WHAT YOU WILL BRING

5 years' higher education at a business/ engineering school or university, specializing in digital marketing / data / strategy
5 to 8 years' experience in digital marketing, CRM, Customer Data Management, e-Commerce or consulting
Experience in the cosmetics or other luxury sectors, as well as experience in an international or travel-retail environment, are a real plus
Fluent English imperative (working language)
Solid command of Excel/PowerPoint, and analysis or visualization tools (PowerBI, GA4)
Good understanding of customer data and RGPD-related topics
Mastery of CDP and CRM tools (e.g. Salesforce) a plus.
Appetence for complex environments and hybrid business/tech project

WHAT CHANEL CAN OFFER YOU

At CHANEL, we are dedicated to fostering an inclusive culture that promotes personal growth and development while contributing to collective performance. We strongly believe that the uniqueness of each individual enhances the diversity, complementarity, and efficiency of our teams.

We highly encourage you to apply, as we greatly value the experience and potential you could bring to the CHANEL Maison.