Digital CRM Executive

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Job MissionAssist to develop and implement digital tools to support business objectives and client strategy to ensure a seamless, engaging, and efficient client journey. This position is required to work in close collaboration with Omni-channel/Retail/Marketing/TDS/3rd party vendors to ensure smooth operation/data flow to optimize both clients and retail team’s experience in all aspects, and play a key contact window for Salesforce/Journey builder/Marketing Cloud related projects planning, coordination, execution, and optimization.Key ResponsibilitiesDigital CRM/Marketing Activities

• Collaborate with key stakeholders to organize CRM/social/event assets and ensure robust execution on LINE/SMS/EDM. (content, message testing and blasting)
• Responsible for Data Extension List: Compile CRM communication plan, target criteria, campaign priority and briefing, follow up on name list creation and validation until last mile message delivery.
• Create & test UTM link for digital touchpoints and keep track performance on GA.
• Work with the Internal Agency team on developing to your division more advanced CRM practices
  

Digital Client Journey Planning & Creation

• Responsible for client personalized journey set up and tracking in Salesforce Journey Builder and in-house CRM system.
• Liaise with local IT and vendors and collaborate with cross-functional team to plan and develop digital client journey for major campaigns/events to ensure smooth O2O integration from client experience to operation flow.
• Report and troubleshoot journey set-up error or defect log with strong communication and problem-solving skills.
  

Reporting/New Initiatives

• Campaign management and report creation in SFDC.
• Campaign result publication: Manage campaign tracking and ensure result accuracy and on time delivery.
• Verify CRM/Event digital tools redemption record and provide operational support if needed
  

Client Data Management/Market Trend Watch

• Keep track on digital CRM activities and animation in the markets.
• Database management & maintenance
  

Person Specifications

• University graduates or above, major in Marketing, Digital marketing, Business administration is preferred
• Proficiency in digital campaign on Salesforce Marketing Cloud, Salesforce Journey Builder, Salesforce Mobile/Email studio, Salesforce Data Center etc
• Previous experiences in Card Marketing, digital client journey development is a plus
• Digital savvy, good understanding of local market digital landscape. Innovative and curious in new technology for client engagement and Familiar with LINE, GA, EDM is a plus
• Capable to apply various methods of descriptive analytics and reporting to display factual data analysis results on CRM campaigns
• Good knowledge on customer behavior, analytical skills and with a strong attention to details Good in Microsoft Office software
• Good interpersonal, communication, data analytical and presentation skills. Result-oriented with good logic, flexible and well organized. Resilient with positive mindset to embrace changes and agility to adapt. able to work under pressure with priorities and good at time management
• Good command of English and Chinese
  

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.