Client Strategy & Communication Coordinator
Chanel · Tokyo
Context / background
Client Strategy & Communication team aims to recruit, nurture, and strengthen long-term relationships with clients through digital CRM initiatives powered by our client database. By leveraging comprehensive client profile, purchase, and engagement data, we develop a deep understanding of individual behaviors and personas. EDM is a key touchpoint in delivering brand communications. Using CRM insights, we create strategic and personalized communication plans that reach the right audience at the right time with the most relevant brand content. Through well-managed, data-driven communications, we aim to enhance client engagement, foster loyalty, and build lasting affinity with the brand.
Roles and responsibilities
- Lead end-to-end EDM operations in collaboration with relevant internal teams and external partners, including planning, client targeting, coordination/negotiation, testing, deployment, performance analysis, and report creation by using Salesforce Marketing Cloud and internal reporting systems.
- Drive initiatives to acquire client data, expand the client database, and nurture clients through a strategic client journey.
- Develop and implement annual EDM planning and marketing automation plans in coordination with corporate division and external vendors.
- Manage communication pressure and delivery schedules across three divisions (Fashion, Fragrance & Beauty, and Watch & Jewelries) based on figures to ensure optimal communication for the annual campaign and ad hoc plans. This will keep the number of blocks low and prevent the outflow of acquired clients.
- Analyze and measure campaign results and run PDCA cycle for upcoming planning.
- Lead the analysis of competitors’ CRM initiatives to identify learnings and opportunities that can be applied to our own strategies and consolidate the findings into reports to share with the business teams.
- Identify and resolve EDM campaign management and/or Marketing Cloud-related technical issues by assessing current challenges and collaborating with IT teams, partners, and other relevant stakeholders.
- Proactively understand and support CRM related projects by co-working not only with IT but also with client engagement teams.
- Manage projects in a timely manner and within budget.
Qualifications
- At least 3-5 years of work experience in the client communication field. Experience in luxury brand is plus.
- Experience in owned platform management, such as email delivery and LINE post management, and marketing automation.
- Experience in Salesforce Marketing Cloud management skills.
- Experience in Salesforce Service Cloud / Marketing Cloud technical skills is plus.
- Strong analytical skills in client data and big data.
- Strong CRM marketing literacy, including a solid understanding of key concepts, knowledge, and terminology, particularly in retail and luxury brand businesses.
- Digital skills and a strong interest in digital technologies, including AI.
- Strong logical thinking and critical thinking skills. Ability to identify issues from a big picture perspective and proactively take actions to resolve.
- Experience in a project management role, ideally in global projects, and be able to work harmoniously with others and negotiate.
- Take ownership and proactively drive initiatives forward in ambiguous situations.
- Build collaborative relationships with multiple stakeholders and effectively negotiate to achieve shared objectives.
- Demonstrates integrity and humility, with a genuine interest in and respect for our brand.
- Positive mindset toward contributing to an inclusive culture and collaborating with diverse teams.
- Eager to take on challenges and drive continuous improvement by thinking beyond existing frameworks.
- Business-level English or above is required to drive project/communicate with global headquarters.