FBP Client Strategy Executive 149 views

Business Context:

The business environment for luxury firms is changing rapidly with the rise of digital. For Chanel, the House is transforming to embrace a holistic client and retail centric approach within an omni-channel business context. At the same time, Chanel has established a direct subsidiary in Vietnam from April 2017 to further develop the business in this rapidly growing market.Today, the business in Vietnam includes 3 Fragrance and beauty boutique/counter in HCMC and 2 Fragrance and beauty counters in Hanoi. Further business expansion will be planned as sustainable retail opportunities arise.

Job Purpose:

This role is critical in driving and cultivating a Client-centric culture by advocating the importance of Client Engagement and Experience at Chanel through effective & relevant client strategy for Fragrance & Beauty division.

Key Responsibilities:

FBP clients planning & analysis

• Use data as the tool to define relevant local client strategies to support the business
• Drive client understanding for FBP division via database and segmentation analysis
• Provide quality analysis with findings, actions, recommendations in line with overall client strategies and objectives
• Support for Business with Retail data & Client data that link with Products in order to explore and drive for up-sales potential
• Campaign results monitoring on client’s profile and purchase behavior, and effectiveness of CRM actions based on with result’s reports, analysis to suggest concrete and constructive for improvement

Relationship marketing and loyalty KPIs

• Accelerate the growth of local client base, loyalize and develop FBP clients with the strong focus on local CRM program
• Ensure client data collection at retail level, ensure database maintenance and review any issues with concrete solutions
• Enhance CRM capabilities of Retail team (Store managers & BAs) to maintain and upgrade local client quality by indirectly leading, guiding & defining structure, manage the way Retail team building relationship with clients

CRM innovation & transformation

• Manage Salesforces system & Qlikview and utilize its best to support for CRM’s objective
• Support major CRM tools development for Fragrance & Beauty division
• Prepare materials and/or presentation decks to facilitate decision-making or approvals at the local, regional, and global level (i.e. new comms asset request, changes to copy, changes in business specifications, etc.)
• Work closely with the Agency to design local comms journey for SFMC configuration, aligned with APAC guidelines
• Work closely with Trainers to localise new project training materials for CRM, Retail Ops, Customer Care, Logistics onboarding

Local skincare program, workshop, client events & In-store action

• Monitor local skincare program to drive skincare client loyalty by gaining the trust of the client, increase frequency & client’s spending with Chanel skincare products
• Propose/execute client events/workshops under CRM
• Work closely with FBP Marketing team on client events, ensure relevant client targeting to maximize the ROI & effectiveness of marketing events/campaigns
• Propose and execute all in-store actions that could surprise clients per specific occasions (Women’s Day, Lunar New Year…)

CRM Inventory & Budget management

• Manage Gifts / Material support for CRM that align with overall budget and action planning
• Manage CRM Budget for Fragrance & Beauty division, propose CRM actions that align with our client strategy

Person Specifications:

Academic / Professional Qualifications

• University graduate, preferably major in marketing / business analytics or other related areas

Work Experience

• 1-3 years of relevant marketing, digital, CRM experience, preferably within the Fragrance & Beauty industry or Fashion

Required Competencies

• Proficient in spoken / written English
• Proficient in computer & presentation skills
• Digital savvy
• Experience with Salesforce Marketing Cloud, Power BI & Qlikview is a plus
• Critical thinking, problem solving, creative
• Strong caliber in analysis, communication, and organization skills
• Detail-minded, with constant innovation and work dynamic
• Self-motivated and independence but also good team player
• Have good sense about client’s experience
• Enjoy working in Retail environment