CX, Client Loyalty (Senior) Professional

Job description

Job Mission:

CHANEL Korea is moving towards a client-centric brand, aiming at redesigning the client experience leveraging a new omni-channel eco-system.

This position assumes responsibilities of supporting the FBP CX Experience Strategy Manager in:

·  Serve as a bridge between strategy and execution, translating loyalty and client insights into practical, on-the-ground actions that support retail excellence and brand standards.
·  Own and elevate the all-year-long membership program end-to-end, ensuring seamless operations, disciplined budget and inventory management, and scalable planning that drives both client value and business impact.
·  Partner closely with Retail teams to design and execute clienteling strategies that strengthen client relationships, improve retention, and accelerate long-term loyalty across key client segments.
·  Own the management and performance tracking of the Client Satisfaction Survey (CSS), including result analysis, reporting, and follow-up actions to continuously enhance client experience and service quality.
·  Contribute to the evolution of the client loyalty ecosystem, leveraging data, reporting, and cross-functional collaboration to support sustainable growth and premium client engagement.

Key Responsibilities:

·  Support the Experience Strategy Manager by translating client and loyalty strategies into actionable, on-the-ground execution that elevates retail excellence and brand standards.
·  Own the all-year-long membership program end-to-end, covering planning, execution, performance tracking, and continuous optimisation.
·  Ensure disciplined management of membership budgets, gifts, and inventory, with accurate forecasting and operational excellence.
·  Partner closely with Retail teams to design and execute clienteling strategies that strengthen client relationships, improve retention, and build long-term loyalty across key segments.
·  Own the management and performance tracking of the Client Satisfaction Survey (CSS), including analysis, reporting, and follow-up actions to improve service quality and client experience.
·  Deliver clear and actionable client, CRM, and loyalty reporting to support business reviews and inform future CX and loyalty initiatives.
·  Design and operationalise end-to-end omni-channel client experience journeys across Local & TR POS, .com, Kakao, and e-retail, ensuring consistency, scalability, and client centricity.
·  Leverage test-and-learn approaches and automation to continuously optimise CRM communications and client journeys.
·  Contribute to the evolution of the client loyalty ecosystem through data-driven insights and close collaboration with Retail, Digital, and Global/Regional teams.

Role Specifications : 

·  Minimum 3+ years’ experience in relevant Marketing /CRM/ Membership/App experience, preferably within the luxury industry and/or a Digital/CRM agency
·  Experience in salesforce.com technology, especially in the Marketing Cloud module or any other campaign management platform.
·  Capability to contribute to brand equity by supporting the implementation of CRM campaigns.
·  Advanced knowledge on CRM & CX/ marketing/ CRM software /Statistics / Salesforce
·  Data analysis and documentation ability, Client-centric mindset and experience, High interest on the latest market trends, including digital and O2O trends

A cademic / Professional Qualifications :

·  4 years university degree

Work Experience

·  3 to 10 years’ work experience within a customer related business environment
·  Experience of executing major customer focused change/improvement initiatives
·  Experience of translating customer insights into winning campaigns and maximizing profit through the use of data led decision making
·  Strong background of data analysis and customer program use experience with good understanding for recent technologies & digital touchpoints.
·  Accountability for budget/cost center management
·  Experience of working with clients and customers to understand their needs and perceptions
·  Experience of research for client behaviors or market trend
·  Experience of client-related project
·  Experience of managing multiple clients and/or customers
·  Working experience in multi-cultural and multi-discipline environment

Required Competencies

·  Strong presentation skills both in English & Korean with persuasive power
·  Strong & clear communication skill and strong Negotiation skill with vendors and internal counter parts
·  Strong & detailed documentation skills especially on MS Office tools(word, excel, PowerPoint)
·  Strong with numbers & details (Meticulous)
·  Creative ideas, abilities to think differently from to the others
·  Time management, collaborative, organized, proactive, flexible
·  Ability to maintain professional relationships with other related divisions
·  Excellent organization, planning and project management skill.
·  Problem solution and Data analytics skill

*   The specific grade and title will be determined based on the candidate’s eligibility

Key Interactions / Stakeholders

Internal

·  Product Marketing, Promotion team, Training, Retail, RPC, VM, CCC, IT, Communication, PR, POS, Legal, Regional and Global teams

External

·  Vendors and agencies