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Job Description
Job Purpose
- Under a complicated and fast-evolving market context, our goal is to deepen the insight of top clientele to retain, engage & loyalize top client of today and tomorrow, and setting up strategy priorities to serve for our long-term vision
- As a key component of Chanel MLCN Top Client team, this role is to support the Top Client team to accomplish critical mission to ensure excellence of insight and intelligence on our most valued clients, design meaningful and strategic top client development journey.
- At the same time, the role needs to connect, enable and animate boutique client expert community to instill greater top client intelligence and expertise as well as to ensure CHANEL leading practices as the ultimate luxury brand at boutique level.
Key responsibilities will include (but not limit to):
1, The role will support line manager to build up top client strategy for China market and to support construction of our ultimate top client journey by building up a solid foundation of top client intelligence, via below responsibilities:
- Quantitative intelligence capability: based on top client strategy and business priority needs, closely work with key stakeholders to identify and leverage diversified quantitative and data resource, structure analytical cycle by delivering templates and tools to indicate and support relevant insight deep-dive (ex. Top client dashboard, collection landing and tracking, top client movement & pipeline analysis, etc.)
- Qualitative intelligence capability: support line manager to constantly generate quali intelligence via diversified approaches: conduct market level study based on business needs, support in-depth quali analysis, structure and oversee top client profiling study, insight on top client holistic journey design, etc.
- Boutique intelligence support and governance: facilitate boutique intelligence collection through different approaches to complete top client understanding (ex. FA client knowledge, collection launches, sales performance tracking, event feedback, etc.) and support boutique respective top client pipeline development priority and client journey design. Animate and coach boutique client community with insight democratization on top client perspective.
- Based on holistic insight foundation, he/she needs to provide a strong support in defining a coherent strategy of top clientele journey with Chanel, with clear development pathway in mind. And he/she needs to set up boutique posture guidelines based on top client journey, to ensure smooth strategy implementation.
2, This person is sensitive of market trend in terms of clienteling visions and in charge of collecting and sharing competitor insights.
3, This person leads the build-up of top clientele gifting and gesture guidelines, integrate gifting strategy into top clientele experience journey based on a deep client intelligence.
4, Within top client team, this person needs to closely collaborate with Experience workstream to provide strong insight on targeting strategy, experience feedback and performance tracking.
5, Nevertheless, this person plays a critical role in supporting top client boutique expertise pilot at city level and animating the community, by infusing the team with solid insight capability and top client knowledge sharing, supporting the team by close coaching and mentoring. He/she also gives support to line manager in building up a talent pipeline inside the top client expertise community.
6, In charge of ad-hoc top client projects (ex. Global Hospitality project, shared top client alignment guideline, etc.)
What you can bring to the team
Academic / Professional Qualifications
- University degree or above
- Overseas study/living experience is a must, preferably in France
- Excellent level of data processing and solution
- Strong analysis capability
Work Experience
- Fashion or Luxury working experience
- Solid Clienteling and CRM / high-end business insight experience
- Strong HNWI understanding
Required Competencies
Competencies (must-have):
- Luxury CRM or high-end business analysis background
- Strong insight capability
- Project management
- Strong ownership
- A Team player with good interpersonal communication skill
Competencies (nice to have):
- Retail-facing experience is a plus
- Sharing, inspiring and supportive
- A proactive and quick learner