Head of Customer and Client, FBP, North Asia

Job description

About the Role

With the strategic intent to leap forward and set luxury retail standards in an increasingly complex environment, Fragrance and Beauty Products (FBP) North Asia plays a critical role in elevating the brand, both in equity and business performance. The regional team will have shared responsibility with markets for the delivery of business performance. It is the brand custodian for the region, developing a medium-to-long term strategy rooted in deep understanding of market dynamics and brand ambition, and serving as the bridge to drive knowledge-sharing between division and markets.

With the ambition to deliver the ultimate luxury experience and maximise the power of creation, we strive to:

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Build a customer centric organisation that brings complementary capabilities between regional and local team resources. 

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Maximise the brand and business impact from the unique ecosystem of touch points in each market.

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Create new standards of Retail for Luxury beauty: Connectivity, Complement and Consistency.

In this role, you will create intimacy and brand love through insights-driven design of personalised experiences for clients.

Impact You Can Create in The Role

In this role, you will be a member of the FBP North Asia Leadership Team reporting to the Director, Fragrance and Beauty Products, North Asia. You will bring deep understanding of customers and clients driven by Data and Insights, increasing customer loyalty and brand love through building meaningful connections in the client journey.

Customer Development Strategy

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Develop and execute the customer strategy, driving long term client growth and retention, working closely with global and markets.

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Brand led; data enabled. Alignment of all touch points of client strategy, including market difference to anticipate customer/clients’ needs and behaviour.

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Define the customer and client segmentation strategy, in line with the overall brand and business direction.

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Plan and prioritise client development and CRM investment priority.

Customer Journey and Experience Design

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Lead with a customer/client vision to support the journey design framed by business objectives. Identification of end-to-end touch points. Develop guiding principles for journey design from specific persona lens to support markets.

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Drive an insight–data culture. Review insights and feedback gathered, deepening customer knowledge to improve efficiency in driving satisfaction and loyalty.

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Develop an audience-centric communication engagement calendar at different touchpoints for complementary brand and business impact.  

Insights

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Drive process and technology to enable client data management and analytics. Integration of client data throughout the journey.

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Elevate data and insight capabilities and establish methods to gather holistic analysis across customer touchpoints.  

Customer Engagement Program

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Develop customer engagement framework for targeted audience journey.

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Define gifting, event strategy and loyalty program development with global to enable speed to market.

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Provide direction for budget planning and implementation.

You are Energised by

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Strategic visioning, passionate and curious about customer/client experience.

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Human centered design thinking enabled by digital and data.

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Innovative and Influencing.

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Change leadership, influencing to drive new ways of working.

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Providing collaborative leadership, coaching and mentoring, and best practice sharing across the region. Attracting, developing and retaining the best talent; ensuring best practices in talent management.

What You Will Bring

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In-depth understanding, strategic and business insights in customers and clients for luxury beauty industry.

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Strong business acumen and vision to develop the client strategy with a long-term view.

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Possess a brand-building mindset with client at the heart.  

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A seasoned change leader in navigating ambiguity and bringing clarity through simplicity.

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A deep understanding of how to leverage data analytics to implement actionable strategies and solutions.

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Unique understanding of customer landscape in North Asia markets.

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Strong influencing and stakeholder engagement.

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Program management and change leadership skills, enabling step change and drive impact.

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A people leader passionate in developing and empowering teams.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual 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.