Omnichannel Orchestration Professional

Job description

Job Mission:

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

This position assumes responsibilities of supporting a Senior Omnichannel Professional in :

·  Own and orchestrate digital touchpoints and omnichannel initiatives across the client journey to deliver a seamless experience
·  Act as a business product owner (PM) for key digital platforms, ensuring alignment with business, tech and APAC region to deliver scalable and high-impact solutions
·  Drive end-to-end omnichannel activation, including test & learn initiatives, to continuously optimise client engagement
·  Plan and execute automated CRM journeys to maximize lifetime value hrough a strong brand experience

Key Responsibilities:

Digital Touchpoint Ownership (PM Role)

·  Define and manage roadmap for key CX digital touchpoint
·  Translate business needs into clear functional and data requirements for tech/ digital teams
·  Lead feature prioritisation based on business impact, client experience, and usage insights
·  Co-oversee end-to-end delivery, testing, and rollout of new features and enhancements

Omnichannel Initiatives & Project Management

·  Lead and manage key omnichannel initiatives
·  Ensure alignment of initiatives across CRM, retail, e-commerce, and data platforms
·  Drive structured test & learn initiatives to validate hypotheses and optimise performance
·  Coordinate cross-functional execution to ensure timely and effective delivery

Automated CRM journey Planning & Execution

·  Define opportunities to maximize lifetime value across client segments through data analysis
·  Plan client journeys across omnichannel touchpoints, incorporating relevant assets and offers such as gifts and services
·  Develop marketing copy tailored to the personalized needs of each client segment
·  Lead the end-to-end execution of each client journey as a project manager, aligning cross-functional tech and business stakeholders

Performance & Optimization

·  Define KPIs for digital touchpoints and omnichannel initiatives
·  Leverage data to inform decision-making, prioritisation, and performance tracking
·  Analayse and utilise data for deeper client and behavioural insights
·  Continuously optimise journeys and initiatives based on performance and learnings

Role Specifications : 

5-8 years of experience in a customer-centric business environment, digital/ CRM function, or consulting firm

·  Minimum 3 years’ experience in relevant Digital/ Digital Marketing /CRM/ Omnichannel roles, preferably within the luxury industry and/or a Digital agency
·  Proven experience in digital project management or product ownership, with the ability to manage end-to-end delivery (planning, requirement definition, development, testing, rollout)
·  Strong understanding of CRM, CX, and omnichannel ecosystems, with hands-on experience in campaign management and client journey orchestration
·  Ability to translate business needs into clear functional and technical requirements, and effectively collaborate with IT/TDS and development teams
·  Client-centric mindset with a strong understanding of client experience and engagement across touchpoints

Academic / Professional Qualifications :

4 years university degree

Required Competencies

·  High interest in digital, omnichannel, and O2O trends, with curiosity toward emerging technologies and innovation
·  Strong stakeholder management and communication skills, with the ability to align and influence cross-functional teams
·  Proactive, structured, and detail-oriented, with the ability to manage multiple projects and troubleshoot issues in a fast-paced environment