CDD - CUSTOMER EXPERIENCE PRODUCT MANAGER (H/F)

This position is to be filled as soon as possible as a 9 months fixed-term contract.

YOUR ROLE @CHANEL:

CHANEL is a private company, world leader in the creation, development, manufacture, and distribution of luxury products.
Founded by Gabrielle CHANEL at the beginning of the last century, CHANEL offers a wide range of high-end creations, including ready-to-wear, leather goods, accessories, eyewear, perfumes, cosmetics, skincare, jewelry and watchmaking. CHANEL is also renowned for its Haute Couture collections presented twice a year in Paris and for having acquired a large number of specialized suppliers, under the name “Métiers d’Art”. Dedicated to ultimate luxury, CHANEL strives to offer exceptional craftsmanship.

The brand historically places Creation within its fundamental values. As such, CHANEL promotes culture, art, creativity and know-how throughout the world and invests significantly in Human Resources, Research & Development and Innovation.

Customer Engagement Team (DIGITAL EUROPE) deploys all CHANEL’s CRM Campaigns over Europe and is responsible for creating a holistic view of the customer journey, ensuring that all customer touchpoints are optimized for satisfaction and engagement.

Within this team, you will optimize the end-to-end customer experience designing seamless & impactful customer journeys, understanding customer behaviors, and driving solutions that enhance user satisfaction across the Client lifecycle for our 3 divisions.

As the Customer Experience Product Manager, you will collaborate with Marketing, CRM Campaigns, Marketing Automation & Marketing Performances teams to ensure that every touchpoint delivers value and aligns with our business objectives.

RESPONSABILITIES:

You will join our team at a key moment with the implementation of a Customer Engagement Platform. After transitioning with the current team, you will contribute to the evolution of our tools to develop and maintain the documentation related to Customer Experience.

Your initial tasks will involve creating a comprehensive mapping of existing triggers and customer journeys to organize and manage their migration to the new platform. Then, you will identify and prioritize our omnichannel use cases through a product roadmap to implement customer journeys that aligns with customer needs and business objectives.

• PRELIMINARY WORKS
  • Ensuring an effective handover with existing team
  • Support Optimization and modernization of tools for product documentation and Customer Experience activities tracking  
  • Map omnichannel use cases to create a holistic view of the customer journey
  • Identify and prioritize optimization opportunities through a structured product roadmap
  • Lead the migration of triggers to our new Customer Engagement Platform

• CUSTOMER CENTRICITY
  • Design customer centric experiences ensuring alignment with the overall business and product objectives
  • Propose and test innovative approaches to enhance the customer journey
  • Stay informed on industry best practices, trends, and innovations in customer experience
  • Foster a culture of continuous improvement and empathy for the customer across the organization

• PRODUCT MANAGEMENT
  • Lead implementation and monitoring of new or updated triggers to align customer needs with CX efforts and business objectives
  • Collaborate with Tehc/IT teams and design/UX teams to create intuitive consumer journey and accessible interfaces.
  • Define and communicate uses cases requirements, user stories, and acceptance criteria to development teams
  • Develop and maintain product documentation (Customer interactions, release notes, main KPIs…)

• DATA-DRIVEN DECISION MAKING
  • Collaborate with cross-functional team to setup analytics product dashboard
  • Monitor and report uses cases KPIs for customer experience improvement understanding customer behaviors, needs or pain points
  • Identify opportunities to optimize uses cases and drive satisfaction across Customer Life Cycle
  • Oversee Customer Engagement Rate (KPIs related to customer satisfaction, retention and loyalty)
  • Share Quarterly results and recommendation with Marketing Performance Analyst (Customer Engagement Rate, Insights, opportunities…)

QUALIFICATIONS:

The ideal candidate should have a deep understanding of customer needs, product management framework, and be passionate about delivering exceptional customer experiences.

Pragmactic, Methodical and Experienced in setting up and optimizing product roadmap, you have excellent analytical skills with a strong sense of priorization and delivery, and have necessary assets to evolve within a demanding, reactive and international environment.

You are recognized for your exceptional attention to detail, rigor, your autonomy, and your sense of advice and service.

• REQUIREMENTS
  • Bachelor’s degree in digital, marketing, communication, or related field (Master’s degree preferred)
  • 4-8 years of experience in customer service, digital transformation and/or optimizing customer engagement processes
  • Proficiency in customer experience tools, CRM platforms, and data analytics software
     
• SKILLS
  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving abilities
  • Leadership and team management capabilities
  • Customer-centric mindset and empathy
  • Adaptability and emotional intelligence
  • Proficiency in data analysis and A/B testing

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of everyone 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.