Group Director, CRM Retention Marketing

Job Description

Group Director, Retention Marketing

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.

About the Role:
CHANEL is looking for a dynamic leader for Group Director, CRM Retention Marketing. This position is on the Digital team in our New York corporate office. As the Group Director of Retention Marketing, you will play a key role in elevating Chanel’s digital engagement. This position will be responsible for the cross-divisional digital communication strategy and retention of US e-commerce and Omni-Channel client. Our ideal candidate will have a minimum of 10 years’ experience in CRM, email marketing and people management.
What Impact You Can Create at CHANEL:
You are a strategic thinker with the ability to cultivate long-term vision & short-term execution plan.
You possess a strong voice and have the power to influence.
You are data-driven and have the passion for creating a seamless client journey through brand relevant marketing channels and touchpoints.
You are relationship-focused and can bridge the worlds of digital, tech, and business.
The successful candidate will guide and motivate teams, drive initiatives forward, and effectively communicate the vision and goals of the team to stakeholders.
You Are Energized By:
Technical Curiosity and Passion: This role requires a deep understanding of the digital landscape, CRM tools, retention marketing and the CDP platforms to drive an impactful e-commerce and omni-channel experience.
Problem-Solving: Given the role’s need to manage projects and troubleshoot issues, a motivation to solve complex problems and provide solutions will be vital.
Detail Orientation: Attention to detail will be key given the need to oversee business rules, technical program set-up and logic, key platform/program enhancements, and perform data analysis.
Communication: Strong interpersonal skills and comfort in leading discussions, presenting ideas and storytelling.
Collaboration: You are a hands-on tactical leader. Ability to work with stakeholders and external service providers, requiring effective communication and collaboration skills.
Adaptability: Given the dynamic nature of this role, the capacity to embrace and navigate change will be a crucial behavior.

What You Will Bring To The Team:
Define digital communication & retention strategy to engage, retain, and build client loyalty through marketing channels including but not limited to email, sampling, direct mail, and client gifting.
Responsible for overall health, development, maintenance, and reporting of email database.
Drive relevant digital applications and Customer Data Platform-CDP roadmap and projects, while defining necessary enhancements and requirements in partnership with Tech to support growth and CRM transformation.
Responsible for email channel, sampling, and direct mail program reporting to understand impact, share learnings, and further iterate.
Partner with Digital Analytics and Divisional Client Intelligence/Analytics teams to monitor client segments activated through respective touchpoints and identify areas of opportunities.
Lead program development for direct mail and gifting with goal of elevating the chanel.com experience and engaging with key segments in partnership with Owned Retail.
Define objective and manage traffic sampling, while improving purpose and impact.
Identify gaps in the client lifecycle and create solutions within relevant marketing channels.
Continuously keep a pulse on new client behavior, competitive and market trends to drive new features, innovative solutions, and ideas.
Build strong cross-functional relationships and partner with global divisions, local business stakeholders, Tech, Artistic Direction, and Chanel.com Digital team to ensure a consistent and exceptional client experience across touchpoints that support business priorities.
Lead and manage a team of SMEs (3 direct reports (2 full-time, 1 temp), fostering a positive and high performing work environment.
Based in the New York corporate office, minimum 3 days in office.

Position Logistics:
Minimum of 10 years CRM and email marketing experience.
High proficiency in Excel, Google Analytics, and CDP platforms
Logic-driven, technically proficient, with strong analytical and project management skills required.
People leadership is required. Lead & manage a team of 3 direct reports.
Prior CDP / ESP migration and organizational CRM transformation experience preferred.
Salesforce CRM experience a plus.
Guide and motivate teams, while driving camaraderie and employee engagement.
Based in the New York corporate office, minimum 3 days in office.
Compensation
The anticipated base salary range for this position is $127,000 through $180,000. Base salary is one component of the total compensation for this position. Other components [may/will] include additional compensation, benefits and perks.

Benefits and Perks
Flexibility (flexible time and hybrid work options)
Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure and Wellbeing Days in Retail) and a Wellbeing fund
Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
Generous paid time off policies to include vacation, holiday, sick and volunteer days
401K, pension and other incentives
Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

Additional Information:

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion
At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all.  We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community
CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Fondation Chanel
Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.
For more information, please navigate to the Fondation Chanel website here  .

Sustainability
CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture
We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.  US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Career and Leadership Development:
We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.