CRM Client Projects Manager, F&B London, England
Chanel
Full Time
London, England
58286 - 60030 GBP ANNUAL Today
Job description
CRM Client Projects Manager, F&B:
Location: CHANEL Head office, London
Reports to: Senior CRM Manager
Contract: Permanent, Full-time
Your role @CHANEL: Lead and manage CRM Client projects | Drive Digital change through new tools and ways of working | Project management.
You will play a pivotal role in the management and implentation of CRM client projects and tools, whilst leading optimisation and innovation to enhance the omnichannel client experience. The role will also ensure CRM business needs are met from client data capture to data modelling and management.
Reporting into the Senior CRM Manager, you will work closely with the CRM team as well as cross functionally with several local departments including IT, Retail, Sales, Marketing and the UK Region teams as well as liaising with external Digital agencies.
You will join a team, dedicated to fostering enhanced client engagement through omnichannel client journeys, whilst also committed to empower creativity and innovation to drive change.
What impact you can create at Chanel:
Own CRM Client Projects: Enhance the omnichannel client experience through the development and ongoing optimisations and management of client projects.
- Lead on-going and new projects to increase client knowledge and engagement, whilst ensuring these projects are aligned with the strategic business direction.
- Optimise and innovate CRM tools and Apps to enable a better understanding of existing and new clients, considering market specificities based on distribution, cultural, client context.
- Support and contribute towards the CRM strategy and lead the client projects roadmap aligning to business needs.
- Manage client projects, assessing and prioritising requirements, aligning with project sponsors for decisions and potential challenges, whilst also considering budget and business impact.
- Own client projects budget ensuring maintenance as well as future projects are forecasted
- Be main point of contact with 3rd party agencies and developers to support the running and maintenance of client projects, with a close partnership with IT.
- Support UK Region with new and existing projects. Build relationships with Business and IT leads and work closely together to ensure efficient projects execution and ongoing optimisations.
- Partner with Information Security teams to ensure client projects platforms are compliant.
Client Data Enhancement: Develop opportunities to drive high quality omnichannel data acquisition through Digital tools and Apps, in conjunction with the wider CRM team.
- Have a thorough understanding of the client database, aligning on Global and Local objectives and leveraging client projects to best optimise and enrich data acquisition processes.
- Be the data management lead – ensuring data processes are best optimised, and there is consistency across the client projects ecosystem and integrating new channels and touchpoints.
Ongoing focuses: Building relationships (internally and externally), team management and ensuring a seamless running of all Client Apps and tools.
- Building strong relationships with key agencies and conduct regular performance reviews to ensure top of class service is being provided and SLAs are being met.
- Develop a strong knowledge of all current local systems to be able to assess capacity to adapt them for other projects.
- Manage outsourced application testing partner to ensure efficient testing is completed on all platforms, in partnership with IT, to ensure issues are flagged and resolved in a timely manner.
- Manage Client Projects Operations Coordinator and inspire through passion and leadership to enhance client projects at CHANEL.
- Share best in class ideas to maximise client experience and work with Coordinator to regularly review competitor practices, analyse trends and develop new ideas on client topics, from data collection to client experience.
- Oversee internal competitor research and analysis to help guide the User Experience Testing Strategy, Personalisation program and to support the ongoing roadmap for CRM
This is an impact-focused summary of the job and it’s helpful to note that responsibilities listed are not exhaustive; additional and more detailed duties will be shared during training stage.
What you will bring to the role:
- Exceptional communication and strong relationship building skills
- Strong technical knowledge with experience of working with IT partners and agencies
- 5+ years’ experience in Digital / CRM Projects
- Pro-active mindset with the ability to propose new ideas, influence and challenge processes, particularly with key stakeholders
- Knowledge of Digital tools, data management and project reporting techniques
- Highly organised with the ability to prioritise workloads
- Collaborative skills and able to work in and lead cross-department teams
- Previous budget management experience; ability to forecast and manage budgets
- Proficiency in Microsoft 365, PowerBI, JIRA & iOS software.
You are energised by:
- Fostering meaningful relationships with internal teams and external agency partners
- Strong attention to detail and ability to clearly communicate change
- Working in a highly collaborative and Regional environment
- Space to explore curiosity with new projects and future planning
- Management of projects and optimisation of tools to strive for a best in class client experience
What Chanel can offer you:
- Be part of an exciting journey in improving client experience in the luxury space.
- Drive innovation and enable exciting client experiences for CHANEL
- Opportunity to collaborate with multiple departments across the Company to experience a diverse range of work and to improve ways of working.
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.
Chanel
www.chanel.com
London, United Kingdom
Leena Nair
$10+ billion (USD)
10000+ Employees
Company - Private
Department, Clothing & Shoe Stores
1924
