Job Mission:
CHANEL Korea is moving towards a client-centric brand, aiming at redesigning the client experience leveraging a new Omnichannel eco-system.
This position assumes responsibilities of supporting a Senior Omnichannel Professional in :
- Own and orchestrate digital touchpoints and omnichannel initiatives across the client journey to deliver a seamless experience
- Act as a business product owner (PM) for key digital platforms, ensuring alignment with business, tech and APAC region to deliver scalable and high-impact solutions
- Drive end-to-end omnichannel activation, including test & learn initiatives, to continuously optimise client engagement
- Plan and execute automated CRM journeys to maximize lifetime value hrough a strong brand experience
Key Responsibilities:
Digital Touchpoint Ownership (PM Role)
- Define and manage roadmap for key CX digital touchpoint
- Translate business needs into clear functional and data requirements for tech/ digital teams
- Lead feature prioritisation based on business impact, client experience, and usage insights
- Co-oversee end-to-end delivery, testing, and rollout of new features and enhancements
Omnichannel Initiatives & Project Management
- Lead and manage key omnichannel initiatives
- Ensure alignment of initiatives across CRM, retail, e-commerce, and data platforms
- Drive structured test & learn initiatives to validate hypotheses and optimise performance
- Coordinate cross-functional execution to ensure timely and effective delivery
Automated CRM journey Planning & Execution
- Define opportunities to maximize lifetime value across client segments through data analysis
- Plan client journeys across omnichannel touchpoints, incorporating relevant assets and offers such as gifts and services
- Develop marketing copy tailored to the personalized needs of each client segment
- Lead the end-to-end execution of each client journey as a project manager, aligning cross-functional tech and business stakeholders
Performance & Optimization
- Define KPIs for digital touchpoints and omnichannel initiatives
- Leverage data to inform decision-making, prioritisation, and performance tracking
- Analayse and utilise data for deeper client and behavioural insights
- Continuously optimise journeys and initiatives based on performance and learnings
Role Specifications:
5-8 years of experience in a customer-centric business environment, digital/ CRM function, or consulting firm
- Minimum 3 years’ experience in relevant Digital/ Digital Marketing /CRM/ Omnichannel roles, preferably within the luxury industry and/or a Digital agency
- Proven experience in digital project management or product ownership, with the ability to manage end-to-end delivery (planning, requirement definition, development, testing, rollout)
- Strong understanding of CRM, CX, and omnichannel ecosystems, with hands-on experience in campaign management and client journey orchestration
- Ability to translate business needs into clear functional and technical requirements, and effectively collaborate with IT/TDS and development teams
- Client-centric mindset with a strong understanding of client experience and engagement across touchpoints
Academic / Professional Qualifications :
4 years university degree
Required Competencies
- High interest in digital, omnichannel, and O2O trends, with curiosity toward emerging technologies and innovation
- Strong stakeholder management and communication skills, with the ability to align and influence cross-functional teams
- Proactive, structured, and detail-oriented, with the ability to manage multiple projects and troubleshoot issues in a fast-paced environment
