Manager, Lifecycle and CRM - Digital Strategy and Client Engagement
Join the CHANEL Team: Manager, Lifecycle and CRM - Digital Strategy and Client Engagement
CHANEL, a renowned luxury brand, is seeking an experienced Manager, Lifecycle and CRM, to join our Retention Marketing Team in New York City. As a key player in our organization, you will develop and execute digital strategies that support the client lifecycle, increase client retention, and engagement. If you have a passion for digital marketing, a keen analytical mindset, and excellent project management skills, we encourage you to apply for this exciting opportunity.
About CHANEL
At CHANEL, we are committed to creating an inclusive culture that fosters personal growth and contributes to collective progress. We value the uniqueness of each individual and believe that diversity, complementarity, and effectiveness are essential to our team's success. Our company culture is built on respect, empathy, and dignity for all, and we strive to create a work environment where individuals can perform at their best and feel fulfilled and confident in their work.
Our Mission and Values
Our mission is to provide a unique and exceptional brand experience, while promoting diversity, equity, and inclusion. We are dedicated to creating a work environment that is inclusive, respectful, and empowering. Our values are reflected in our commitment to sustainability, arts and culture, and community engagement.
The Role
As a Manager, Lifecycle and CRM, you will play a leading role in developing and executing digital strategies that support the client lifecycle, increase client retention, and engagement. You will interface with various teams, including BI/CRM, Digital Tech, Marketing, Creative, and other pillars within the Digital Team. Your primary responsibilities will include:
- Developing and executing omnichannel program initiatives that enhance and strengthen the client relationship across multiple marketing vehicles
- Managing daily operations and maintenance of behavioral email programs, including segmentation, campaign builds, scheduling, activating, and reporting
- Optimizing automated behavioral and lifecycle campaigns to increase engagement with the email channel, leveraging content personalization, dynamic product recommendations, and geo-localization
- Developing and executing test plans for subject line, content, segmentation, and frequency to continually optimize the program
- Supporting the definition of communication frameworks and guidelines in partnership with key local and global stakeholders
- Partnering closely with Growth and Retention teams, Digital pillars, Marketing, and global counterparts to identify areas of opportunity and synergies to improve overall client experience
- Managing day-to-day vendor relationships and managing our business within vendor scope, including project management, reporting, and analytics, billing, and invoicing
Requirements and Qualifications
To be successful in this role, you will need:
Essential Qualifications:
- A minimum of 5 years of experience in retention digital marketing or CRM, with a proven track record for driving results, preferably in the retail or luxury goods industry
- Hands-on experience in developing and managing lifecycle and loyalty programs
- Technical skills: proficiency in Bluecore, ESP, CDP, Salesforce Marketing Cloud, or similar platforms
- A Bachelor's Degree in digital marketing, communications, or a related field
Preferred Qualifications:
- Experience in a global retail eCommerce organization, luxury brand a plus
- Technical skills: proficiency in Adobe, Oracle Responsys, and Google Analytics
- Project management expertise and ability to build prioritization roadmaps
- Vendor relationships and management experience
Skills and Competencies
To excel in this role, you will need:
- Strong analytical and problem-solving skills, with the ability to use data and reporting to inform decision-making
- Excellent project management skills, with the ability to manage multiple campaign projects and deliverables
- Effective relationship-building skills, with the ability to collaborate with various stakeholders
- A client-centric mindset, with a focus on creating exceptional client experiences
- Technical, logical, and strategic thinking, with the ability to communicate complex ideas to partners and stakeholders
Career Growth Opportunities and Learning Benefits
At CHANEL, we are committed to supporting the growth and development of our employees. We offer:
- Dedicated in-house teams focused on supporting onboarding and leadership development
- Custom programs, such as Imagine Chanel People, Heart of Leadership, and group and individual coaching
- Blended online and live classes offered on our Bloom platform and by skilled trainers
- Opportunities for career advancement and professional growth
Work Environment and Company Culture
At CHANEL, we offer a unique work environment that is inclusive, respectful, and empowering. Our company culture is built on:
- Diversity and Inclusion: we foster respect, empathy, and dignity for all
- Sustainability: we are committed to reducing our environmental impact and promoting sustainable practices
- Arts and Culture: we support various cultural institutions and initiatives
- Community Engagement: we encourage employee volunteerism and community involvement
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A base salary range of $69,100 - $130,000
- Bonus potential and other forms of variable pay
- Robust healthcare offerings, including medical, dental, vision, and flexible spending accounts
- Generous paid time off policies, including vacation, holiday, sick, and volunteer days
- 401K and other incentives
- Life insurance, accidental death and dismemberment, and disability benefits
Conclusion
If you are a motivated and experienced digital marketing professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Manager, Lifecycle and CRM, you will play a key role in developing and executing digital strategies that support the client lifecycle, increase client retention, and engagement. Join our team and contribute to the success of CHANEL.