Assistant Ebiz and Client Engagement Manager

Chanel, Inc.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

CHANEL Singapore is seeking a senior CRM & E‑business Marketing professional to shape customer journeys across multi‑touchpoints, recruit and retain clients, and drive CRM initiatives with regional teams. The role combines data analytics, campaign governance, and cross‑functional collaboration to elevate client experiences and brand equity in luxury retail.

You will own CRM budgeting, gifting strategies, and oversee digital CRM projects, while partnering with retail, regional teams and learning

Qualifications

• Min 7 years’ and above of experience in similar role, 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.
• 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.
• 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.

Responsibilities

• Strategize the client journey plan across multi-touchpoints (EDM, SMS, etc.) and meet client KPIs (recruitment, retention, repeat).
• Own the CRM budget and manage gifting strategies / client engagement initiatives.
• Lead CRM digital projects and ensure timely feedback to the region for reporting and analytics.
• Translate client and business insights into actionable initiatives with local and regional teams.
• Drive the e-business and CRM agenda across Singapore, Travel Retail and selected export markets (Indonesia and Philippines).

Skills

CRM / E‑business expertise

Data analysis

Project management

Salesforce Marketing

Power BI

Luxury retail knowledge

Tools

Salesforce Marketing

Power BI

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 upholding CHANEL’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 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 7 years’ 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.

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches.

Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations.

At present, Chanel employs more than 32,000 people worldwide.

As an independent company, its core values are grounded in: Exceptional creation and client experience Nurturing human potential Having a positive impact – on people, the environment and communities around the world.

• Exceptional creation and client experience
• Nurturing human potential
• Having a positive impact – on people, the environment and communities around the world

As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

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.

This means everyone can grow, continue to be inspired and feel included, now and in the future.

The company fostered true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, parental leave for all parents globally.