Client Marketing Manager
Chanel · Istanbul
In the context of our ongoing efforts to optimize our efficiency, while maximizing client proximity, a new Fashion and WFJ Organization for Türkiye has been created. As Client Marketing Manager you are responsible for the client marketing strategy within Türkiye boutiques. Working closely with 3 full line boutiques, 1 seasonal boutique, 1 shoe boutique on a daily basis, and in close collaboration with the Fashion Europe Marketing Team, you translate this strategy into concrete, operational actions.
What impact you can create at Chanel
CHANEL's vision of client relations in fashion is reflected in it's Relational Promise, embodying the fundamental principles that set the brand apart.
Client Intelligence & Engagement:
- Infuse a client centric mindset to the boutique teams & define the client engagement & development strategy for each boutique
- Lead the definition and elaboration of quantitative client development objectives for each of the boutiques according to their own challenges in close collaboration with Europe direction
- Frame the client engagement actions and the provision of assets to the Türkiye Fashion boutiques.
- Deploy strategic client data projects / tools (Pioneer, Carat) and ensure the proper adoption in the boutiques
- Monitor this activity on a monthly basis with each of the Boutiques on the basis of an appropriate dashboard that evolves in line with business challenges.
- Define and deploy the Gifting strategy in the boutiques.
- Be responsible for managing and promoting the quality of the client database (Data Capture & update).
- Impulse across all the boutique compliance to the data privacy guidelines and drive change on new ways of working.
Client Experience & Services:
- Be responsible for implementing the various client services in-store, from welcome to follow up, including the commitment of Retail teams and clients to the CHANEL & Moi program in partnership with Operations and Learning teams.
- Monitor client satisfaction indicators such as Pulse Index, Voice of Client survey and Competitors Pulse Index, in liaison with the European teams. In coordination with the Türkiye Education & Style Development Manager team, define the action plan to be implemented to achieve service excellence, always in line with the relational promise.
- Elevate hospitality standards in all the boutiques through the OBOS and animate the community of client coordinator.
- Deploy new digital tools related to client experience (Waitwhile, inChanel for example) and ensure the proper adoption in the boutiques in partnership with Operations and Learning teams. Feedback on needed evolutions to regional teams.
Top clients & Events strategy:
- Drive the Events plan for each boutique, connect it to the overall client strategy, always aligned with budget guidelines from Europe region.
- Coordinate the organization of events with local, internal and external partners.
- Define the top client strategy across all touchpoints (gifting, services, communication, experiences) in partnership with Europe region.
- Systematize the monitoring of the events to measure the impact (quantitative, qualitative , sustainability).
- Further develop the pool of top clients & guarantee the service excellence through the hospitality network
For all 3 missions:
- Define the associated budgets in line with budget guidelines, monitor them and measure the return on investment.
- Communicate daily with the boutiques and with Europe Marketing team to ensure the message and image of CHANEL is delivered coherently.
Stakeholders for this role (internal):
- Türkiye, Fashion and WFJ, Corporate Office team members, Boutiques managers in Türkiye, Europe Marketing Fashion Team, Local Sustainability and Indirect Procurement Team, Client Marketing Manager in boutique.
Although comprehensive the job description is not exhaustive and additional duties may be added according to the needs of the business and as requested by the Fashion & WFJ Director Türkiye. Client Marketing Manager in boutiques reporting functionally to Türkiye Client Marketing Manager.
You are energized by
- You are driven by the energy of Retail, with a particular focus on delivering the Ultimate experience at every encounter with our clients.
- You like to create a dynamic around client issues by working as part of a team: “Alone we move fast, together we move further”. Team spirit is fundamental.
- You like to unite boutique teams and get them involved in Global fashion priorities, embodying one boutique one story singularity.
What you will bring
- You have a Master’s degree in Marketing, Fashion or a related field.
- You have at least 5+ years of successful experience in Client Marketing in the Fashion Luxury sector, with a proven track record in a global or regional role
- You have a background in events management, marketing and/or communication or equivalent through long-term client marketing experience.
- You defined strategic fashion marketing plans for luxury brands and developed managerial marketing experience within multibrand environments.
- You work closely together with European marketing fashion teams, bringing European and local client marketing objectives together.
- You demonstrate strong analytical skills and a high level of agility with data, using insights and recommendations to support business decisions. You also have an excellent command of Microsoft Office, particularly Excel and other analytical tools.
- You have already managerial marketing experience and long-term fashion boutique experience.
- With excellent interpersonal skills, you are agile and able to listen and understand various boutique needs and challenges, evolving with ease in a multi-cultural environment.
- Passionate about the world of Retail, you are client driven and have a keen interest in Retail and Client excellence.
- Turkish is a must and you are fluent in English; French is an asset.
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.