Location: Chanel, Delhi, India
Department: Digital & Media
Industry: Luxury Retail | Fashion | Cosmetics
About Chanel
Founded by Gabrielle Chanel in 1910, Chanel is an iconic house of luxury, known for crafting timeless fashion, haute couture, accessories, fragrances, makeup, and skincare. With over 32,000 global employees, Chanel remains a beacon of craftsmanship, innovation, and sophistication. At Chanel, values such as creativity, sustainability, and nurturing human potential guide everything we do.
Position Overview
Chanel India is seeking a CRM & Data Lead to champion data-driven client engagement across three divisions—Fashion, Fragrance & Beauty, and Watches & Fine Jewelry. This role is integral to enhancing the omnichannel client experience through strategic CRM initiatives, advanced analytics, and seamless digital integrations.
You will lead the design and implementation of clienteling tools, optimize CRM campaigns, and provide meaningful data insights that elevate the luxury experience. Working closely with retail, marketing, digital, and IT teams, you will serve as the key driver in building long-term client relationships through tailored communication and personalized journeys.
Key Responsibilities
🔹 CRM Strategy & Execution
- Champion a client-centric culture across all boutiques by enabling best-in-class client engagement tools and practices.
- Own the end-to-end CRM lifecycle from data capture, segmentation, campaign orchestration, and performance optimization.
- Collaborate with internal teams to define CRM campaign objectives, targeting strategies, and asset planning.
- Oversee and maintain clienteling tools and internal CRM apps, ensuring usability, adoption, and performance.
- Roll out POS-based CRM systems and train sales teams for effective integration into retail operations.
- Design and manage omni-channel communications, including 1:1 and 1:many personalized campaigns across email, app, and other digital touchpoints.
- Leverage client data to enrich the VIC (Very Important Client) program and other loyalty-driven initiatives.
- Analyze customer journeys and translate insights into actionable recommendations to enhance the luxury client experience.
🔹 Data Management & Analytics
- Act as the lead data steward for Chanel India, ensuring accuracy, hygiene, and consistency across all CRM data points.
- Develop data acquisition strategies to increase the volume and quality of first-party data across digital and offline touchpoints.
- Conduct regular data audits and lead data integration efforts with internal IT and external vendors.
- Generate post-campaign reports, share client insights, and contribute to the development of advanced CRM methodologies in collaboration with the Global CRM team.
- Use descriptive analytics to provide meaningful business intelligence that supports personalization and sales enablement.
Who You Are
Experience & Skills:
- Minimum 5 years in CRM/Data/Analytics roles, preferably in luxury retail, FMCG, or digital/CRM agencies.
- Hands-on experience with Salesforce Marketing Cloud or similar campaign management platforms.
- Strong understanding of client segmentation, customer lifecycle management, and CRM automation.
- Excellent data analysis skills with the ability to translate findings into business strategy.
- Comfortable leading cross-functional initiatives and vendor communications.
- Strong communication and stakeholder management skills.
Tools & Technical Proficiency:
- CRM tools (Salesforce, SAP CRM, HubSpot, etc.)
- Data visualization (Tableau, Power BI preferred)
- Excel, SQL (basic proficiency)
- Email marketing and automation platforms
- Understanding of GDPR and data privacy standards
Why Join Chanel?
- Work at one of the world’s most prestigious luxury brands.
- Contribute to data innovation and client-centric strategies in a creative, inclusive environment.
- Gain exposure to global CRM practices and cutting-edge digital transformation.
- Competitive rewards, wellness programs, and leadership development opportunities.
- A culture rooted in integrity, collaboration, and craftsmanship.
How to Apply
Interested candidates can apply directly on the Chanel careers page or submit a detailed CV through LinkedIn. For any queries, connect with the local HR representative in Delhi.
What CRM platforms should I be familiar with for this role at Chanel?
Experience with Salesforce Marketing Cloud is highly desirable. Familiarity with data tools, campaign management systems, and clienteling apps is also a strong advantage.
Will I need technical data skills for this role?
Yes. While it’s not a purely technical role, you should be comfortable working with data sets, generating reports, understanding KPIs, and making strategic recommendations from analytics.
Does this role involve cross-functional collaboration?
Absolutely. You’ll work closely with retail, digital, IT, and marketing teams, as well as external vendors, to implement CRM tools and deliver high-impact, client-focused solutions