Client Engagement Manager
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and adapt the relevant client activations showcasing brand DNA and... campaign management, accuracy, a......
- With the rapid development of client volume and their advanced expectation in Mainland China market, it is critical to elevate the client cluster to reinforce the momentum and the sophistication in the meantime to prepare for future new phases of the business.
- The goal is to connect with all clients in privileged way and to engage them to the brand under fast evolving context based on precise client insights from all channels, supported thru CRM and FA/BTQ communications. It is also equally important to design and adapt the relevant client activations showcasing brand DNA and differentiation. The client stream is aimed at defining the strategy for Mainland China client journeys and implement the vision by developing the right tool/experience and ensure strong connection and perfect implementation with boutiques.
- The Client Engagement Manager is key to this success, leading the client engagement programs and campaign management to connect global and local, to recruit, engage and build loyalty with our clients of today and tomorrow, under Omni-channel & ultimate approach context, with Client and FA at the centre.
- Deploy CRM and clienteling strategy locally, capitalizing on Local/Regional/Global initiatives, determine the touchpoints (1-1, 1-Few, 1-Many) throughout the client journey.
- Revisit client engagement tools/assets, adapted into Mainland China eco-system and client behaviour.
- Lead briefs and launch projects that are specific to Mainland China digital ecosystem and cultural moments for different segmentations (MAF, CNY and Social CRM)
- Be the Mainland China contact point for client journey/engagement activities discussion with Regional/Local team to ensure the global strategy translation to local, as well as the local specifies being considered/prioritized.
- Lead the touchpoint discussion and engagement alignment of multi-market Chinese clients.
- Plan and monitor client engagement plan annually.
- Voice out Mainland China needs & specificities, work with global for further content enhancement.
- Develop exclusive clienteling content for top clients.
- Streamline assets delivery process.
- Conduct Boutique briefing and FAs training ensuring correct message delivery to clients.
- Consolidate reports and analysis with quantitative & qualitative feedback.
- Work with global to develop 1-many communication guidelines.
- Exclusive client only content development
- Develop local campaign & share through the right CRM channels.
- Coordinate with global and local teams on assets localization to ensure the smooth execution.
- Monitor the timeline & boutique implementation by campaigns (including show, collection, products, and KEM)
- Collaborate with internal and external teams to ensure operational excellence.
- Track the campaign results and consolidate reports & analysis to share output with Global.
- Leverage on global proposal to define CRM engagement triggers around: service, client lifestyle, product valorization.
- Build CRM communication journeys that engage clients on long term (cultivate from lower tier to higher tier, orchestrate with local, regional, and global experience)
- Continue to drive WECHAT recruitment to fashion account and identify social CRM opportunities to further drive offline boutique visits.
- Improve conversion for traffic from activations to boutiques.
- Collaborate and support Clienteling Tools and CRM platforms development and enhancement, to further improve campaign management, accuracy, and efficiency.
- Work with Retail CEM team to simplify multi-communication between office and boutique CEM/FAs
- Automatize quantitative reports and manage reporting on effectiveness and ROI on all client engagement campaigns (1-1, 1-few, 1-many, events, partnership, etc.)
- Collect qualitative feedbacks from boutique to fine-tune the enhancement plan.
- Monitor budget & implementation, study campaigns performance and qualitative feedback, provide insights and identify improvement points for further optimization.
- Monitor and track vendor execution on data preparation, letter-shopping, production quality, and delivery, to ensure the smooth execution and timely follow up.
- Evaluate vendor performance to ensure good service provided yet with reasonable cost.
- Coordinate with finance to arrange payment and cost allocation correction if any.
- Define boutique ad-hoc and OBOS needs, collaborate with Retail CEM team to support.
- Strategic thinking
- Strong project management capabilities
- Communication & inter-personal skills
- Able to manage by influence
- Well organized and effective time management (multi-tasking)
- English communications skills in both verbal & written
- Bachelor’s degree or above
- Oversea experience is a plus.
- Fluent in both Mandarin Chinese and English
- +5-year experience in CRM, management of client relationship or Marketing activities
- Knowledge of Digital is a Plus
- Luxury industry (not necessarily Fashion) or CRM agency
- Global/Regional CRM
- Creative
- Other Marketing team
- Office fashion team (VIC, Sensitive Communication, After Care, Training, Logistic, Legal, Styling)
- Retail & boutiques
- IT
- Agency
Information :
- Company : Chanel
- Position : Client Engagement Manager
- Location : 上海市
- Country : CN
How to Submit an Application:
After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Client Engagement Manager job info - Chanel 上海市 above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Client Engagement Manager job info - Chanel 上海市 in 13-06-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.
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Post Date : 13-06-2024
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