Client Strategy And Intelligence Manager

Fashion Client Strategy And Intelligence Manager

Fashion Mtp Mission:

• Reinforce Chanel's position as a driving force of fashion energy
• Inspiration of fashion allure
• Set new standards for luxury

Chanel Fashion in Singapore now stands at the beginning of an exciting new phase, with unprecedented major shifts in distribution, and increasing complexity and sophistication of our client base. To rise to our ambitions of establishing Singapore as the hub of excellence for Fashion in SEAA and beyond, we need to build a strong CRM and client intelligence strategy, nurturing the large and growing fashion database through efficient insights-propelled actions.

As the Fashion Client Strategy and Intelligence Manager, you will be the strategic architect and operational leader of the client-centric Fashion CRM strategy, focusing particularly on:

• Defining the upgrade/retention of the mid and lower segments
• Identifying opportunities for recruitment, and cross pollination with WFJ and FBP clients

You will champion digitally-enabled marketing efficiency in the team, leveraging analytics, consumer insights, and innovative maximization of our existing digital tools and capabilities to fuel business growth through deepened client engagement, and enhanced execution practices.

This role requires a unique blend of digital expertise, analytical acumen, and a passion for luxury fashion, alongside a collaborative and creative mindset.

CRM Strategy and Client Intelligence:

• Develop and implement a dynamic CRM strategy aligned with global and local objectives to drive retention, recruitment, and prospecting of the middle and lower segments
• Leverage analytics and AI-powered insights where necessary to craft boutique-specific journeys, sharing insights with other Fashion functions
• Lead 1:Many client communication plans per launch, including development of client lists, campaign creation and reporting for Singapore
• Guiding clienteling intelligence for Indonesia
• Identify best practices and opportunities for clienteling touchpoints, courageously challenging obsolete practices
• Strong partnership with Assistant Marketing Manager focusing on T3 to develop the pipeline of clients to T3
• Work closely with Regional CRM to align formats and challenge where needed, and manage regional reporting
• Ensure compliance with data privacy and confidentiality standards.
• Guide Marketing Executive in campaign strategy, execution and analysis for Singapore and Indonesia

Performance Optimization to Drive Efficiency and Higher Team Productivity:

• Streamline campaign execution to drive a culture of continuous improvement by identifying inefficiencies and missed opportunities, and embedding best practices
• Establish clear KPIs for the recruitment and retention of the mid/lower segments
• Maximize existing digital tools to reduce manual tasks, automate workflows, and enable the Fashion team to focus on high-impact activities with stronger business impact

Maximise utilisation of iCoco to drive business impact:

• Enhance clienteling via iCoco usage in Singapore and Indonesia, supporting Client Engagement Experts with analytics and best practices.

Cross-divisional collaboration:

• Ensure a harmonized collection orchestration plan with the Communications team, supporting first party data and other related pilots.
• Align with FBP and WFJ Marketing for client targeting clash management and One House messaging.

Digital Tools Management:

• Oversee digital tools and processes on CHANEL.com and related digital platforms.
• Champion digital efficiency by illustrating the value of existing tools and practices with concrete examples and quick wins to build buy-in across the team.
• Drive agile experimentation, fostering a test-and-learn culture using automation and AI to iterate and improve.
• Manage deployment of digital projects such as enhancements on CHANEL.com, iCoco, The House, Pioneer, ensuring it meets local needs.

Luxury marketing and CRM trends:

• Stay ahead of luxury retail and CRM trends, proposing and piloting new initiatives as relevant to strengthen business and clienteling impact.

Client Engagement and Event Support:

• Experience client engagement events first hand to glean valuable qualitative insights on our clients' behaviour.
• Support the team where necessary during client events (e.g. in roles such as host, storyteller, usher).

You are:

• Curiosity: Eager to explore emerging technologies, consumer behaviours, and luxury trends to constantly enhance CRM strategies.
• Innovation: Daring to try, innovating where necessary to elevate client targeting, intelligence, and experiences.
• Luxury retail: To constantly seek the pinnacle of excellence in Luxury – client experience, business practices and strategies.
• Agility, flexibility, and positivity in the face of ambiguity and rapid changes.
• Creating momentum, challenging the status quo and getting buy-in from peers.
• Influencing critical topics and facilitating meaningful conversations in a non-hierarchal way.
• Working in a highly collaborative and matrixed environment.

What You Will Bring:

• Demonstrated expertise in digital platforms (e.g. Salesforce) and analytical tools (e.g. GA, BI).
• Proven ability to translate data into effective insights and creative CRM recommendations.
• Strong project management and cross-functional collaborative skills.
• A transformative, but not performative, spirit.
• Exceptional strategic thinking and acumen, with a keen business understanding of luxury retail and SEAA cultural nuances.

Key Measurement of Impact:

• Engagement, retention and growth of middle and lower client segments.
• Driving impact of ICV.
• Elevation of CRM standards in Singapore and Indonesia.

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.