Replacing the Omnichannel manager during her maternity leave and reporting to the Client Engagement & Digital Director the main mission will be to focus on (1) implementing the clienteling roadmap for the 3 divisions, with (2) a strong focus on data & insights, (3) monitoring our digital and omni performance across our different channels such as E-commerce, E-concession & E-wholesale.
Managing the Client Engagement & E-business team (3 team members) and working very closely with the E-commerce project manager and the customer care manager.
Working closely with the other team members & businesses and be flexible & agile to contribute to other topics and projects when it needed.
SUPPORT CLIENTELING ROADMAP THROUGH TOOLS & DATAS
Ensure the implementation & integration of tools developed by division within the client journey. Support the implementation of new KPIS, new analytics and features for the 3 divisions Guide the teams on reporting, analytics & action plans Work closely with each business on the client engagement orchestrations Accompany Partner Boutiques in their clienteling & digital journey Partner with Divisions on digital tools for events, POS for other projects.
ECOMMERCE PERFORMANCE & INSIGHTS
Work very closely with the E-commerce manager and media teams on the performance of the websites (Google Analytics, Traffic & ultimately sales performance). Fuel the strategy with learnings and also with other E-business insights Contribute in making Omnichannel come true while linking the insights of E-commerce with Clienteling & Customer Care insights.
Work closely with F&B and W/FJ teams on E-business orchestrations, ensuring the proper implementation of the digital set up with the support of the team
Strong understanding of the Business and of the entire process / chain Strong understanding of the Brand Image and of the different businesses
Strong Analytical skills, you like data and you aim to transform data into insights to boost the performances. Mastering Excel Strong interest for TECH Very well organized but very agile at the same time to overcome local challenges or difficulties KPIs & ROI oriented A previous experience as manager Strong communication skills
Project Management: structure, organize, federate & coordinate Be A Team Player Agility & Digital Mindset: Test, learn, pivot if needed. Polyvalent, flexible, adaptable Strong Collaborative mindset Curious, Open minded to quickly understand the local specificities
You have ideally 6 to 8 years of experience within CHANEL. You successfully lead some projects where you had to work in project mode and to collaborate with different parties.
You have a strong understanding of complex processes; a strong support mind-set and you are customer oriented.
Your excellent interpersonal and analytical skills along with a strong business understanding will be a real asset to succeed in this position.
You are a team player and you will be able to guide your team members.
English is a must.
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