Client Marketing Manager Other Europe

The Retail Department for the Other Europe zone, with its 3 divisions - Customer Marketing, Learning, Business & Operations - supports 15 Fashion Boutiques in 7 European countries - Spain, Netherlands, Belgium, Luxembourg, Turkey, Greece, Ukraine - in developing their performance in terms of sales, customer experience and image. Within this department, you are in charge of the Customer Marketing service. You play a key role in building the Customer Relations strategy within the zone's boutiques: asserting the differentiating principles of an exceptional customer relationship embodying the relational promise with each of our customers, especially local ones. Working closely with the boutiques on a daily basis, and in close collaboration with the Europe region, you will translate this strategy into concrete, operational actions, implemented with the help of a team of 2 people in Paris and 4 Client Marketing Managers in our boutiques, around the 3 pillars of building Customer Relations at Fashion. As part of this role, you will be required to travel frequently to the different markets of Other Europe, in order to be as close as possible to customer issues in stores and to understand retail dynamics as effectively as possible. What impact you can create at Chanel CHANEL's vision of customer relations in fashion is reflected in its Relational Promise, which embodies the fundamental principles that set the brand apart. This promise is based on 3 pillars: Better know them: ‘Datas knowledge & Client engagement’. Better engage them: Customer Experience & Services. Better pamper them: Events & VIC experiences. You will oversee the definition and development of quantitative customer development objectives for each of the boutiques, based on their own specific challenges. In line with these objectives, you will coordinate the planning of CRM and customer communication actions and the provision of assets to the countries and boutiques. You will ensure that the various tools are properly adopted and used in line with the Brand's approach. You will manage and promote the quality of the customer database (Data Capture) and you will monitor this activity monthly with each of the Boutiques on the basis of an appropriate dashboard that will evolve in line with the business challenges. You will be responsible for implementing the various in-store customer services, from welcome to follow up, including the commitment of the Retail teams and Customers to the CHANEL & Moi program. You will also monitor customer satisfaction indicators such as the Pulse Index, Voice of Client survey and Competitors Pulse Index in conjunction with the European teams. In coordination with the Learning Other Europe team, you will define the action plan to be put in place to achieve service excellence, always in line with the relational promise. You will drive forward the Events plan for each shop in consultation with your local contacts and in line with budget guidelines. Together with the Events & VIC coordinator in your team and the marketing clients in the shops, you will coordinate the organisation of events with internal and external partners locally. You will also be responsible for the TOP customer strategy and their development both locally and internationally via the VIC experiences offered by the brand. Finally, you will be responsible for deploying and following up the Gifting strategy in the boutiques. For all 3 missions, you will define the associated budgets in line with the budget guidelines, monitor them and measure the return on investment. You will also coordinate and lead the Other Europe Fashion network on customer issues: You will lead the Marketing Other Europe community and ensure that other retail managers, including shop managers, are fully aware of the Fashion Customer strategy and the resulting initiatives. You will act as the interface with the Marketing Europe team, reporting on needs and then setting up and running programs and tools. You will develop and/or participate in in-store operational projects, making the most of your in-depth knowledge of the workings and challenges of the retail sector (e.g. Clienteling@Chanel and the roll-out of Pioneer in 2025) and play an active role in promoting the various markets (Monthly calls, Fashion Day, daily contacts, regular visits, etc.). You will work closely with the Other Europe Division's three other divisions to maximise synergies in supporting Boutique Managers, and to drive transformations linked to business challenges, such as the development of Prêt à Porter. You are energised by: You are driven by the energy of Retail and nurtured by great customer stories, with a particular focus on delivering the Ultimate experience at every encounter with our customers. You like to build momentum around customer issues by working as part of a team: ‘Alone we move fast, together we move further’. Team spirit is fundamental. You like to unite the teams in the boutiques to get them involved in the priorities of Global fashion. What you will bring: You have at least 7 years' successful experience in Customer Marketing in the luxury goods sector, and a thorough understanding of the customer base in this sector. You have managerial experience and experience in the field would be appreciated. You have excellent interpersonal skills, are agile and able to work in a demanding and sometimes complex environment. You will be rigorous, autonomous and able to make suggestions, and you will be recognised for your sense of customer service and your strong organisational and monitoring skills. You are passionate about the world of retail and have a keen interest in the world of fashion. Analytical and concise, you enjoy working with data in the service of the business and have a perfect command of the Microsoft Office suite (particularly Excel and Powerpoint). You enjoy working in a team and are fluent in English. What Chanel can offer you: With the desire to be at the service of the boutiques on a daily basis with regard to customer issues, the Client Marketing Lead will be able to develop in-depth knowledge of Retail Fashion, customer expertise that is both analytical and operational, and finally contribute to Other Europe's strategic vision. Thanks to the wide diversity of the markets, the role of Client Marketing Lead is key to the One Boutique One Story approach and requires a high degree of agility to enable the deployment of relevant and impactful action plans. 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. #J-18808-Ljbffr