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 enhancements in partnership with CHANEL Tech team and database provider to enable optimal efficiency and scale
• Proposes and drives (in partnership with Tech, DB provider and product owners) integration of new data sets in the CDP (e.g. transactional, behavioral, 3rd party) to achieve 360-degree client view and result in ability to action
• Maintains strong knowledge of data quality practices.
• Regularly proposes and implements solutions for automation of data, reporting and efficiency

You are energized by:

• The ideal candidate will have a passion for uncovering patterns in client behavior and actively contributing to the design of data-powered initiatives that drive multi-touchpoint brand engagement
• Strong analytical skills; blend of database knowledge, analytical and problem-solving skills
• Advanced data modeling and data manipulation skills
• Ability to utilize analytical, statistical, and programming skills to glean insights from large data sets
• Experience navigating a database architecture to enable optimal front-end analytics
• Proactively implement solutions to achieve scale in data analysis and data extraction
• Deep understanding of omni-channel client journeys and how to leverage data to increase engagement and loyalty
• Highly driven, self-motivated, results-oriented, strategic thinker
• Proactive with strong time management, organization and prioritization skills
• Demonstrated strength in communication and influencing skills; not only written and verbal, but also in the engagement of internal and external business partners
• Strong interpersonal and communication skills
• Strong ability to transform complex data into clear and actionable insights.
• Collaborative mindset; Comfortable working cross-functionally with Digital, Retail, Marketing, and Tech partners.

What you will bring to the team:

• Strong proficiency in Microsoft Office programs (Advanced Excel, Powerpoint)
• Proficiency and demonstrated capabilities of working with data through experience in analytics tools (e.g. Looker)
• Experience with targeting and segmentation in CRM systems (Salesforce Data Cloud, etc.).
• Industry knowledge, retail experience and/or experience working with luxury and/or global brands and an understanding of client-centric marketing strategies a plus
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and familiarity with programming languages (SQL, Python) and CRM platforms (Salesforce or similar) a plus.

Position Logistics: 

• Bachelor’s degree required (major/concentration in a quantitative field – e.g. Data Science, Data Analysis, Business, Mathematics, Statistics, Economics, Computer Science, Engineering, or related field, preferred); Master’s degree a plus.
• Minimum of 5 years of experience in client insights, data analytics, or CRM.
• Partially Remote: Role requires a minimum of three days in-person office presence at the designated location/office.

*Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.

Compensation:

• The anticipated base salary range for this position is $70,200 to $110,000. Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.

Benefits and Perks:

• Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure[CB1] [BM2] ) and a Wellbeing fund
• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
• Generous paid time off policies to include vacation, holiday, sick and volunteer days
• 401K and other incentives
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

Additional Information:

• Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all.  We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community:

• CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
• Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Sustainability:

• CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.  US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Fondation Chanel:

• Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.    
• For more information, please navigate to the Fondation Chanel website here  

Career and Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.