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As part of the CHANEL Middle-East & India team and reporting to the Omnichannel Project Manager, your main role will be to support the implementation of digital tools & data mindset to support the client engagement in each country. You will contribute to reinforce the client knowledge & the client engagement in every store (boutiques & wholesale network), mastering data & measuring ROI for every action.
CRM
Support the implementation of CRM KPIS defined by each business and measure it on a monthly basis, liaising will all the concerned teams for action plan to support boutiques in their achievement
Follow & execute the CRM plan based on business strategy: client communication plan, and ROI on the CRM actions
Animate CRM communities sharing the upcoming client communication plan, CRM best practices, and tool evolutions
Work closely with the team to ensure an omnichannel journey throughout the networks but also throughout the channels
CLIENT INTELLIGENCE & DATAS
Provide client’s insights and reports at market/boutique level
Implement solution to support database integrity and quality: identification of data discrepancies, consistency in client profiles..consistencies
Work closely with business and retails teams to enrich the client database
DIGITAL TOOLS
Support all the deployment of clienteling digital tools in store liaising with trainin, operations and IT & their evolution
Gather needs from markets and share with Europe for further development upon business request
Monitor KPIs & propose booster plan to maximize tools adoption & usage
Regularly visit the boutiques CRM ambassadors to stay close from their needs in term of tools, reports
Support ad-hoc initiatives from business teams linked to connected experiences or omnichannel digital tools.