Your role @ CHANEL
CHANEL is a privately-owned company whose values are grounded in creating the conditions for people to perform at their best, feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people’s humanity and uniqueness so that they are free to bring full selves to work and to their life’s calling.
At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful and caring in inspiring our people; fostering an environment that reflects our strong values; encouraging and enabling inclusion and investing in work and workplace that foster collaboration and well-being. This is critical for the long-term success of our business.
The Retail strategy professional, CX is to ensure optimal curation and execution to create a seamless, engaging, and efficient client journey, build loyalty of CHANEL fashion & watch fine jewelry customers and support business objective achievement.
The impact you can create at CHANEL
- Provide outstanding client experience throughout the entire customer journey by training and empowering employees with development of right tools, data and program.
- Leverage client data to provide tailored styling tips, recommendations, event invitation offers, and communication based on individual preferences and past behavior
- Simplify and streamline the un-necessary process to make it convenient and frictionless for clients(BPRE). Optimize online and in-store experiences connection to minimize barriers and ensure smooth transactions and services.
- Create emotional connections with clients by delivering and designing experiences especially for the aftercare that evoke positive emotions and resonate for long term relationship.
- Continue to collect and listen to clients’ voice through surveys, reviews, and other feedback mechanisms to identify areas for improvement and make iterative changes to enhance the client experience.
- Map out the entire client journey for the new boutique projects. Especially for the prior boutique, in boutique experience and after care journey, identify all the touchpoints and interactions clients have with your brand and design seamless experiences across all channels.
- Engage and empower employees to deliver exceptional customer experiences. Invest in their training and development, align their goals with the overall CX strategy, and create a client-centric culture within the retail organization.
- Establish key performance indicators (KPIs) to measure the success of your retail CX strategy such as Net Promoter Score (NPS), customer retention, and revenue per customer regularly to assess and refine retail client experience strategy based on this insight.
You are energized by…
- The values the team can play in being the strategic voice and influence in driving FWFJ Division business performance and gaining market presence for CHANEL
- Being a catalyst of change initiatives, pioneering in building new experience for clients.
- An environment that advocates listening, co-creation, inclusiveness, user-centricity and agility in designing holistic solutions
- A workplace where we provide you opportunities to drive values in areas where you are good at and support you to be at your best
What you can bring to the team…
- Minimum 8 years’ experience in relevant digital marketing/data/client experience/retail experiences.
- Understanding in boutique environment and retail staff engagement
- Experience with clienteling tools and retail process revamp
- Experience in salesforce.com technology, especially in the Marketing Cloud module or any other campaign management, appointment management platform is a plus
- Capability to understand the various methods of retail environment and preparation requirements set to make enhancement or new services.
- Capability to apply various methods of descriptive analytics and reporting to display factual data analysis results.
- Flexible and positive mindset to embrace changes and agility to adapt
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.