Head of Customer and Client, FBP, North Asia

Job description

About the Role

Reporting to the Director, Fragrance & Beauty, 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.

What Impact You Can Create at Chanel

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

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Develop guiding principles for journey design from specific persona lens to support markets.

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Review insights and feedback gathered, deepening customer knowledge to improve efficiency in driving satisfaction and loyalty.

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Drive process and technology to enable client data management and analytics.

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

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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 other regions.

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.

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Attracting, developing and retaining the best talent.

What You Will Bring

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Extensive experience and understanding in 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.

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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 the region.

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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.

What Chanel Can Offer You

Brand Legacy : In-depth exposure into the rich brand and cultural evolution of the House of CHANEL.  

Leadership : Collaborate closely with Regional and Global leadership to develop strategic goals. 

Talent Development : Chanel is committed to developing and empowering our people. 

Collaborative Culture : Be part of a collaborative and inclusive culture, where diverse perspective are valued and partnerships are fostered across functions and regions.  

Support and Resources : As a leader at Chanel, you will have access to the resources, support and infrastructure needed to continue to grow successfully.

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.