CRM & Digital Solutions Analyst: Client Journeys & WhatsApp
Chanel, Inc.
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Job summary
Chanel is seeking a Digital Solution Analyst in the Hong Kong & Macau Tech & Digital Solutions team. You will translate business needs into scalable digital solutions, partnering with architects and vendors, and owning end-to-end delivery from discovery to go-live.
The role focuses on CRM, clienteling and social messaging platforms, with API integrations to Salesforce, Xstore, iCoco and Chanel.com. Fluency in English and Cantonese/Mandarin is expected.
Qualifications
- 5+ years in business analysis, digital solution delivery or hybrid BA/PM roles.
- Experience in luxury retail or premium consumer environments ideal.
- Solid CRM, clienteling, omnichannel and digital client engagement knowledge.
Responsibilities
- Lead discovery workshops with Retail, Client Care, Marketing, CRM and Digital teams.
- Translate needs into structured specs, user stories, flows and data rules.
- Coordinate CRM and messaging solutions across WhatsApp and WeChat/WeCom.
- Own delivery coordination: milestones, risks, scope, vendors and resources.
- Prepare functional specs, data maps, integration requirements and RFPs.
- Design SIT and UAT, manage defects, and support cutover and go-live.
- Drive adoption with training materials and stakeholder communications.
- Shape journeys for Chinese traveling clients respecting HK/Macau norms.
Skills
Tools
Job description
Chanel is seeking a Digital Solution Analyst in the Hong Kong & Macau Tech & Digital Solutions team. You will translate business needs into scalable digital solutions, partnering with architects and vendors, and owning end-to-end delivery from discovery to go-live.
The role focuses on CRM, clienteling and social messaging platforms, with API integrations to Salesforce, Xstore, iCoco and Chanel.com. Fluency in English and Cantonese/Mandarin is expected.
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