Specialist, CRM & Client Development, WFJ

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.

Specialist, Client Experience Wfj:

CHANEL is looking for a Specialist, Client Engagement WFJ to join our CRM & Client Development in New York. You will play a key role in the evolution of our client engagement strategy, services and outreach that enhance the client experience. Projects will include, but not be limited to, CRM & eCRM, Online Appointment Booking, Chanel et Moi Digital Passport & Aftersales.  This role interfaces with cross functional teams and is a key partner that will help elevate the client experience for the WFJ Division. Our ideal candidate will have 5+ years of experience and a passion for luxury client experiences.

Position Responsibilities:.

• CRM & Client Experience: Identify and implement CRM & eCRM strategies to elevate the client experience while driving retention & conversion
• Support Digital Initiatives: Oversee the development and optimization of digital services aimed at enhancing client engagement, such as online appointment booking, aftersales, InChanel, etc. 
• Retail Support: Support with retail teams with ad-hoc client needs such as client lists, client targets, gifting, newsletters & client-centric education
• Client Development: Oversee client gifting for KEM and celebratory moments, working in partnership with FSN VIC team
• Cross-Functional Collaboration: Work closely with various local and global teams including Fashion, F&B, Marketing, Digital, Retail, Operations and Customer Care to ensure a seamless client experience across all digital touchpoints.
• Project Management: Support WFJ client & advisor experience enhancements on cross-divisional critical projects such as New Boutique Advisor Tool; Manage relationship & client related projects with local AD & Production
• Stakeholder Engagement: Act as a partner in discussions with key stakeholders to align digital initiatives with overall division strategy and client needs.

You Are Energized By:

• Working with cross functional teams in a highly collaborative environment
• Navigating complexity and supporting consistent transformation and change
• Communicate effectively and sharing vision
• Fostering creativity and initiating programs to test and learn
• Experiences with project management
• Connecting the dots on problems with data, bringing a key eye for details and expert problem perception
• Storytelling with data
• Analytical skills to gather and analyze information to make recommendations
• Being a continuous learner
• Using a whiteboard and brainstorming on how to make the impossible possible
• Identifying gaps in boutique experience and coming up with ideas/solutions to address them

What you will bring to the team:

• Strong project management skills and a passion for analytics, QA & data capture
• Detail oriented with organizational and problem-solving skills
• New Ideas, outside the box thinking, and a can-do attitude
• Strong Communication and relationship building skills
• Strong written and verbal presentation skills
• Proficiency in Microsoft Office, including strong Excel and storytelling PowerPoint skills
• Leadership skills with the ability to provide clear, actionable feedback to guide development

Position Requirements:

• 5-7 years experience
• Bachelor’s degree
• Client engagement/luxury consumer experience preferred
• Strong written and verbal presentation skills
• UX/UI experience a plus

Position Logistics:

• 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 $61,400 - $87,000. Base salary is one component of the total compensation for this position. Other forms of variable pay will be offered for this position. Other components will 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, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

Additional Information:

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity And Inclusion:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all.  We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community:

• CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
• Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Sustainability:

• CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts And Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.  US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Fondation Chanel:

• Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.    
• For more information, please navigate to the Fondation Chanel website here  

Career And Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.