In the regional digital team, as a CRM & Data Project Manager, you will play a key role in optimizing customer interactions through digital tools. Based in Geneva and reporting to the CRM & Data Manager, your main responsibilities will include structuring and monitoring client KPIs to evaluate the performance of CRM initiatives, deploying CRM projects (tools, platforms, and methodologies) across the Region (composed of diverse and fast growing markets) for the 3 divisions.
Key Responsibilities
1.CRM TOOLS FOLLOW-UP & ROLL OUT
- Coordinate the management of CRM projects (clienteling, CDP, marketing automation tool, client service) across the 3divisions and markets.
- Optimize processes and governance within the region to ensure smooth communication among all projects stakeholders.
- Structure the measurement of tool adoption.
- Facilitate the user community by sharing best practices, developing training modules, and implementing feedback loops.
2. DATA ANALYSIS & PERFORMANCE MEASUREMENT
- Structure the approach to client KPI tracking for markets and divisions within the region by creating reports, dashboards, and supporting materials.
- Conduct ad hoc analyses to identify client priorities and develop CRM strategies for the region's markets and divisions.
- Establish a methodology for measuring CRM activation performance (e-DM, clienteling, gifting, mailing, etc.): online and offline, including control groups and attribution models.
3. CLIENT STRATEGIES & RECOMMENDATIONS
- Based on analyses and business priorities, define CRM priorities for each market across various channels (email, clienteling, mailing, gifting, Customer Care etc.).
- Support the deployment and structured use of segmentation and scoring to continually improve targeting and communication performance.
- Develop A/B testing methodologies for specific regional markets and guide teams in implementation and tracking.
- Oversee the implementation of clienteling strategies for our markets
- Customer Care quality monitoring and best practice sharing to ensure the service quality
Candidate Profile
Required Skills
- Proficiency in data analysis and visualization tools (Power BI, Tableau, Google Analytics).
- Strong understanding of omnichannel flows and digital customer journeys.
- Project management skills.
- Fluency in English (Spanish is a plus).
- Proven experience in CRM /client engagement and luxury is essential.
Personal Attributes
- Excellent analytical and synthesis skills.
- Customer-oriented mindset with a passion for innovation.
- Strong interpersonal skills and a collaborative spirit.
- Entrepreneurial mindset and hands-on approach.
- Ability to manage complex projects with multiple stakeholders.
Education and Experience
- Master’s degree in Marketing, Data, Digital Project Management, or equivalent.
- At least 5 years of proven experience in a similar role, ideally in an omnichannel or retail environment.
Top Skills
What We Do
CHANEL is a private company and a world leader in creating, developing, manufacturing and distributing luxury products.
Founded by Gabrielle Chanel at the beginning of the last century, CHANEL offers a broad range of high-end creations, including Ready-to-Wear, Leather Goods, Fashion Accessories, Eyewear, Fragrances, Makeup, Skincare, Jewelry and Watches. CHANEL is also renowned for its Haute Couture collections, presented twice yearly in Paris, and for having acquired a large number of specialized suppliers, collectively known as the Métiers d’Art. CHANEL is dedicated to ultimate luxury and to the highest level of craftsmanship.
It is a brand whose core values remain historically grounded on exceptional creation. As such, CHANEL promotes culture, art, creativity and “savoir-faire” throughout the world, and invests significantly in people, R&D and innovation.
At the end of 2019, CHANEL employed more than 28,000 people across the world.
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