Manager, Fragrance & Beauty Client Intelligence

Manager, F&B Client Intelligence

At CHANEL, we focus on creating an inclusive culture that nurtures personal growth and contributes to collective progress. We believe everyone's uniqueness 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.

About the Role:

CHANEL is looking for a Manager to join our Fragrance & Beauty Client Intelligence Team in New York. In this role, the F&B Client Intelligence Manager plays an instrumental role in the design of data-powered initiatives that drive engagement for the Owned (DTC) network. The manager is responsible for delivering rich client analytics, bringing forth client development opportunities, transforming those insights into impactful, omni-channel actions that drive engagement, loyalty and growth and analyzing their impact. Our ideal candidate will have 5-8 years of experience and a passion for uncovering patterns and insights in client behavior and collaborating with business partners to action on them.  

What impact you can create at CHANEL: 

Decision Analytics, Insights & Reporting

• Create client profiles, utilizing demographic, behavioral, and transactional data.
• Contribute to deep dive client studies with intent to answer strategic questions and influence decision making alongside the F&B Client Intelligence Team and business partners, extracting key, actionable findings
• Lead analysis of client behavior within Owned (DTC) channels (e.g. omni-channel, product and client lifecycle) to deepen understanding of client behavior and uncover growth opportunities
• Deliver regular reports and benchmarks on DTC client behavior, KPI (e.g. New vs. Existing, retention, 2+ visits, omni-channel, etc), and segmentation trends
• Support boutique management in utilizing client KPIs to facilitate coaching conversations and/or drive action in their individual stores.

Actioning on Insights

• Leverage insights to support business stakeholders in decision making
• Translate data into clear insights and recommended actions for driving increased loyalty and client value.
• Identify key trends, segments, and behaviors as opportunities to grow our omni-channel client base.
• Utilize insights as a foundation for strategies and programs that deepen engagement.

Program Development, Activation Targeting & Execution

• Data-Powered Clienteling
• Management of the clienteling program for F&B Boutiques – targeting & execution, tech development for automation, performance measurement, boutique training and adoption and continual evolution and optimization
• Expansion of clienteling programsinto Fashion boutiques
• Identify and implement opportunities for integration of clienteling behavioral data into CRM database to increase knowledge and ability to activate on these data
• Key contributor to Advisor Tool project (Clienteling App), identifying critical functionalities to support clienteling strategy and optimization
• Client Engagement Management (CEM)
• Liaise regularly with Client Engagement Team and other business partners, including cross-divisionally, on strategy for Client Engagement initiatives (e.g. Direct Mail, Email, Events, Client Gifting)
• Leverage client segmentation framework and ongoing insights to build targeted audiences for acquisition, engagement, and retention activations in line with F&B strategic priorities.
• Identify opportunities to activate digital-to-retail journeys, including events and in-store experiences, service offerings (e.g. Click & Collect) localized campaigns, and in-store exclusives.
• Test, learn, evolve and ultimately scale

KPI Design, Performance Measurement & Optimization

• Designs targeting and program KPIs to ensure to optimized learnings against key loyalty indicators (e.g. conversion, avg. spend, cross-shop, omni-channel engagement) in post-program measurement
• Performs timely and consistent response analysis for all client engagement activities within Owned, measuring incremental impact against a control group and program ROI
• Create feedback loops where campaign analysis insights feed future targeting strategies.
• Conducts regularly share outs of key insights learnings and recommended refinements and evolutions to targeting strategy and overall engagement approach.
• Implements improvements of programs based on learnings

Database Management & Optimization

• Key member and active contributor for CRM Tech Modernization design and implementation
• Proposes and manages database enhan