Assistant Ebiz and Client Engagement Manager

cc; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

CHANEL Singapore invites a senior CRM/E-business strategist to shape client experiences across CRM and e-business touchpoints. You will lead regional analytics, plan CRM journeys, manage budgets, and partner with local and regional teams to execute campaigns that elevate brand equity.

You will apply deep retail know-how and strong data skills to recruit, retain and engage clients across Singapore, Travel Retail, and export markets, aligning with CHANEL’s standards of excellence.

Qualifications

• Strong analytical skills with ability to translate data into actionable insights.
• Project management capabilities across multiple workstreams and deadlines.
• Excellent written and verbal communication for varied stakeholders.

Responsibilities

• Lead regional CRM strategies across multiple touchpoints (EDM, SMS, etc.).
• Own CRM budget and develop gifting strategies and client engagement initiatives.
• Drive post-campaign reviews and test-and-learn projects for regional campaigns.
• Oversee Salesforce automation campaigns and client journeys.
• Analyze CRM data to generate insights that strengthen loyalty and engagement.
• Collaborate with local and regional teams to translate insights into actions.

Skills

CRM

Data analysis

Project management

Stakeholder management

Communication

Power BI

Salesforce Marketing

Tools

Power BI

Salesforce Marketing

Job description

You will join the dynamic CHANEL Fragrance & Beauty (FBP) Marketing team in Singapore, where you will help shape seamless and elevated client experiences across CRM and e-business touchpoints. This role brings together performance analysis of CRM and e-business and drives business growth while upholdingCHANEL’s brand equity.

This role is crucial in driving customer relationship management (CRM) initiatives under the CHANEL Fragrance and Beauty Division and to ensure consistent client experience at all CHANEL FBP stores. The ideal candidate should have a good understanding of CRM in the luxury retail landscape, and identify key CRM strategies to spearhead the brand across different touchpoints. This candidate should be a strong self-starter in navigating new CRM retail projects while harnessing a positive test and learn mindset. With the shared mission of continuously elevating the House as the ultimate luxury beauty brand, he/she will partner closely with key stakeholders (eg retail team, regional team, learning team) in strategizing and executing various CRM initiatives. The candidate should be comfortable with numbers and data, as well as have a high level of detail-orientedness and strong project management skills. He/she should also be excited by the different retail events, and to contribute to the success of the events with the build of client communication journeys.

Day to day, the candidate will be involved in strategizing the client journey plan across multi-touchpoints (EDM, SMS, etc. He/she will also be responsible for planning and executing CRM strategy to meet client KPIs (recruitment, retention, repeat). In addition, he/she will be the budget owner for CRM – and to manage gifting strategies / client engagement initiatives. On a project basis, this candidate will lead the CRM digital projects and to ensure timely feedback to the region for reporting and analytics.

Working closely with local and regional teams and export-market stakeholders, you will translate client and business insights into actionable initiatives. You will also drive the e-business and CRM agenda across Singapore, Travel Retail and selected export markets, including Indonesia and the Philippines.

What impact you can create at Chanel

You will be the key custodian of CRM strategies across different touchpoints (EDM, sms) and across different channels (local market, travel retail, export markets). As CRM is a key growth driver for the brand, you will be at the forefront of new test and learn projects, harnessing the power of data, and qualitative client insights to drive the business.

You will also help bring CHANEL campaigns and client experiences to life across online and offline touchpoints—supporting campaign assets, website content, CRM journeys, recruitment for events and retail activations. Your work will help ensure that every client interaction is purposeful, consistent and aligned with the House’s standards of excellence.

CRM:

• Regional reporting and analysis, diagnostic of trends and translates campaign and client data into clear insights and action plans.
• Lead post-campaign reviews for new test and learns and priority campaigns, assessing effectiveness and identifying opp opportunities for the business
• Lead strategic overview of monthly CRM communications and CRM projects, including Salesforce automation campaigns and client journeys.
• Be a center of excellence and to lead in pilot initiatives for the region
• Drives operational excellence of CRM execution for eventing moments
• Analyse CRM data to generate client insights and recommendations that strengthen loyalty, conversion and engagement.
• Drives CRM initiatives for Indonesia and Philippines and supports performance reporting

Ebiz:

• Conduct regular analysis of e-business performance across platforms and channels, identifying commercial drivers, improvement opportunities
• Compile merchandising and sales reporting to support forecast and revenue adjustments, including forecasts for e-business campaigns
• Close market watch and to propose recommendations to strengthen content quality, user experience and conversion.
• Support the optimisation of Chanel.com, including campaign updates, content management, SEO initiatives and the rollout of website features and services.
• Partner with Communications and regional e-business teams on digital media and website strategies that support conversion and brand visibility.
• Drives strategic roll-out of ebusiness strategies and roadmap for export markets (Indonesia and Philippines)

You are energised by

You are energised by the fast pace nature of luxury retail, and you thrive in a highly dynamic business landscape. You also embody a sense of curiosity and agility in developing new projects cross-functionally. You also enjoy connecting data, digital performance and client behaviour to uncover meaningful business opportunities. You should be a team player with strong communication skills, and adopt a collaborative approach to solutioning. You are also someone who thrives on navigating complex environments with ambiguity and delivering high standards of work under time pressure.

What you will bring

• Min 7years’ and above of experience in similar role, and with a strong retail understanding and exposure, preferably in agency or luxury retail / beauty category.
• Strong analytical skills, with the ability to interpret performance data and convert insights into clear recommendations and action plans, and to act operationally to execute the recommendations in a timely fashion.
• Strong project-management and organisational capabilities, with the ability to manage multiple workstreams and deadlines.
• Excellent written and verbal communication skills, with confidence in preparing reports and presentations for varied stakeholders.
• Strong mastery of CRM / E-business is required, and knowledge of power bi and salesforce marketing would be a plus. Prior experience in managing a -1 would be advantageous.

What Chanel can offer you

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.