CRM & DIGITAL EXECUTIVE

Location: Panamá, Panamá City

Reports to: Head of Digital & Media

Contract: Full-time and permanent position

YOUR ROLE @CHANEL

In this role you will be dedicated to engage the consumer of today and tomorrow to the brand by providing unsurpassed service to all our customers (internal and external), always assisting the Digital & CRM Manager by executing daily tasks related to data capture, communication plans, invitations, VIC events and all digital tools while protecting our brand equity to drive Digital & CRM objectives.

WHAT IMPACT YOU CAN CREATE AT CHANEL

CUSTOMER DATABASE GROWTH

• Coordination with each local Brand/Area Manager for reception of paper cards on a recurrent basis, for integration and input of client data into database.
• Monthly coordination with IT Team to obtain SAB client data extract for integration into database.
• Monthly coordination with each local E-Retail Digital Team to obtain client data for integration into database.
• Generate reports of owned digital data capture: CHANEL Data Form. To share on a weekly basis with each local manager: ARG, BRA, CAN, CHL, MEX, PAN, USA.
• Ensure delivery of CRM tools: paper cards, AYL Gifts, EOY Gifts.

SOCIAL MEDIA & TRADE ACTIVATIONS

• Submit brief to regional team to obtain digital campaign assets.
• Align communication plan (Instagram, Facebook & WhatsApp) + postmortem report.
• Partnership request approvals (new retailers, malls).
• Support on VIC events planning.

INTERNAL REPORTING

• Internal weekly & monthly reporting to share emailing, social media & customer service KPI scores.
• Campaign text translation
• Coordination with Global Project Managers for official P1, P2, P3 Campaign Text Translations.
• Official P1, P2 & P3 Campaign Text Translator and Validator for implementation in different means: Local Websites, CRM, Social Media Organic, E-Retail, OOH Media.

CUSTOMER SERVICE

• Customer Service Management via Email, WhatsApp, Phone Calls & Live Chat.
• Customer Service Management for LATAM Region & E-SHOP.

DIGITAL: E-retail

• F&B, W&FJ opening support on product catalog and publishing on e-retailers’ websites, landing pages
• Support on briefing requests to regional team
• Follow up on weekly and monthly taskforce reports
• Support E-retail projects at Chanel Try On (E-retail)

DIGITAL: Apps & Tools

• Follow up on weekly and monthly reports
• Give support on digital tools at a market level: MBA, MLBB, Pioneer, CTO at POS, CTO on QR Codes

YOU ARE ENERGIZED BY

• The history and heritage of The House of CHANEL.
• Fostering a meaningful client experience centered around inclusion and connection.
• Building collaborative partnerships and relationships.
• Being truly service minded and resilient to constant changes.
• Work effectively and efficiently within the team, sharing ideas and contributing to a positive morale.

WHAT YOU WILL BRING TO THE ROLE

• Ability to thrive in a team environment and work collaboratively.
• 3+ years of proven experience with similar responsibilities (In Luxury retail and/or brand experience preferred)
• Must be fluent both in English and Spanish
• Bachelor’s Degree in Communication, Marketing, Business Administration or any related field. Master level appreciated.
• Thorough understanding of retail fundamentals – operations/fulfillment, customer service, sales, merchandising, etc.
• Excellent verbal and written communication with great presentation skills
• Demonstrable skills in Analysis Tools (ex. Google Analytics).
• Must be someone organized, resourceful, analytic, with numerical ability, and problem-solving oriented, with a clear communication, planning and decision-making skills.
• Experience handling Salesforce, Power Bi is a plus

WHAT YOU WOULD GAIN FROM THIS EXPERIENCE

• Personal and professional growth.
• Be at the forefront of digital tools and .
• Contribute to the brand image of Chanel as the ultimate House of Luxury.
• Be part of a collaborative and inclusive team.
• Be passionate about Digital tools, CRM, E-commerce in the Beauty and Fashion industry.
• Develop strong, lasting relationships with clients.

WHAT YOU WILL LEARN / WHAT CHANEL CAN OFFER YOU