E-Business & Digital Experience Manager

CHANEL; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

CHANEL Malaysia is seeking an E-Business & Digital Experience Manager on a fixed term contract of 12 months, commencing early September. The role focuses on enhancing the public-facing digital products and channels, and manages digital activity across Chanel's brand ecosystem.

The ideal candidate will lead digital strategy, analytics, and partnerships, collaborating with marketing, comms and tech to modernize ways of working and grow the organisation’s digital maturity and customer experience.

Qualifications

• University graduate or above with major in Business Administration, Marketing or E-Commerce preferred.
• 7+ years of experience in Brand.com, Ecommerce/online marketing.
• Experience in interactive communications in agencies or online marketing for consumer brands is a plus.

Responsibilities

• Develop and manage Chanel Malaysia's digital experiences and ecommerce strategy.
• Lead the design and delivery of digital activity across channels.
• Collaborate with marketing, comms and tech to modernize ways of working.
• Monitor digital performance and provide data-driven recommendations.
• Coordinate with HR, operations, and project teams to drive transformation.
• Grow digital maturity and user-centered design across the business.

Skills

E-Business

Digital Experience

Strategy

Analytics

Project management

Stakeholder management

UX

E-commerce

Data analysis

Communication

Education

University degree in Business, Marketing, or E-Commerce

Tools

EC platforms management

Analytics tools

Digital platforms

O2O platforms

MS Office

Job description

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths, and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations.

We are now seeking a E-Business & Digital Experience Manager to join the Chanel Malaysia business on a fixed term contract of 12 months, beginning early September.

The E-Business and Digital Experience Manager will help continuously improve the overall experience of our users by developing and managing our public-facing digital products and channels. Lead, plan and help coordinate the design and delivery of digital activity. The role also work across the organisation to help modernize our ways of working and grow the organisation’s digital maturity in partnership with marketing, comms and tech.

Key Responsibilities:

Strategy/leadership

• Work with leadership team to develop and deliver the wider organization digital experience strategy and ensure all activity responds appropriately to it
• Lead the development of public-facing digital products and services to deliver exceptional engagement
• Collaborate across the organisation to help define processes, resources, workflow and governance to deliver the best customer experience for online.
• Work with available data, trends and emerging technologies in order to shape future content and products that is made available online
• Identify opportunities to initiate new projects, partnerships and innovations
• Model innovative practice by pioneering human centered design, co-creation and agile approaches
• Advance our portfolio of digital products, most notably, our website & .com
• Embed a ‘user-first’ approach to digital product development, ensuring that usability and accessibility are priorities for all those involved in managing products and services
• Drive up impact, traffic and revenues through continuous evaluation and improvement of product design, content and functionality.
• Champion the continued use of user data to drive product development across the organisation

Analytics and reporting

• Ensure that metrics are produced to monitor and evaluate digital performance across all activity, and that result are disseminated and used appropriately to inform future activity.
• Produce reports and make evidence-based recommendations based on clear data and business objectives
• Collaboration and partnerships lead on the development of digital partnerships that enhance our sector profile, potential audience reach, technical capability and/or innovation.

Financial Management Digital Experience

• Take overall responsibility for the P&L of .com including forecasting and provision of information and data as required.
• Monitor financial accounts and resolve discrepancies.

Digital Experience

• Evaluating website traffic according to metrics such as number of visitors, visitor demographics, session length, conversion rate, new customer acquisition cost, and more.
• Using a digital experience platform to assess customer feedback data, and analytics, as well as improve the overall digital experience and customer experience based on analytics and derived insights.
• Improving and managing the UX of the website and other digital channels.
• Creating an ecommerce strategy and other digital sales strategies.
• Working closely with the digital marketing team to ensure alignment on key messages, goals, and overall experience.
• Evaluating customer purchase trends over time, both short-term and long-term, and assessing the impact of various economic situations.
• Analyzing consumer behavior on current platforms.
• Managing and assessing the customer life cycle and the digital experience life cycle.
• Monitoring customer interactions for insights and data.
• Managing customer relationships, or working with the account manager to do so.
• Creating the digital experience strategy and assisting with the customer experience strategy.
• Assisting with the organization’s digital transformation efforts.
• Coordinating their efforts with their organization’s human resources department, operations manager, project management teams, and more departments as needed.

Academic / Professional Qualifications

• University graduate or above and major in Business Administration, Marketing, E-Commerce preferred.

Work Experience

• 7+ year experience in Brand.com, Ecommerce/online marketing field.
• Interactive communication experience in agencies and/or online marketing division for consumer brand is a plus.

Professional Skills

• Expert in E-platforms management and E-Commerce business development.
• Good knowledge of client touchpoints, familiar with O2O client experience development.
• Experienced with EC architecture, operations and analytic skills/tools.
• Experience with 3rd party platforms (Momo, Beauty Stage etc) will be a plus.
• Familiar with digital touchpoints, technologies and tools such as social media, personalization and behavior targeting.
• Good at planning, presentation, problem solving, communication, stress management and project management.
• MS Office (Excel, Powerpoint, Word)

We are an Equal Employment Opportunity Employer and personal attributes do not form part of the selection process. Our team is selected solely for their talents and capabilities. We welcome the opportunity to learn how we can leverage your unique abilities and experiences to drive us forward.