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Kerja Sepenuh Masa, Senior Client Engagement Executive di CHANEL Federal Territory - Maukerja

Senior Client Engagement Executive

CHANEL

Undisclosed

Sepenuh Masa

KL City, Federal Territory

Kongsi
Simpan

Lokasi Kerja

  • Kuala Lumpur Federal Territory Malaysia

Penerangan Kerja

Tanggungjawab

Job Purpose:


  • Ensure operational excellence in the execution of FBP CEM plans and activities across all client touchpoints.
  • Work closely under the guidance of the CEM Manager to drive client engagement, retention, and loyalty objectives.
  • Support the development of a client-centric approach by leveraging data insights and delivering client experiences.


Key Responsibilities:

Client Journey


  • Execute end-to-end CEM activations in alignment with the overall CEM strategy, including tracking performance, capturing key learnings, and identifying best practices for future campaigns.
  • Support the retail team in the rollout and adoption of CEM initiatives, including cabin services, in-store activations, workshops, loyalty programs and experiential retail programs to enhance client experience.
  • Coordinate and implement client engagement activities such as event invitations, client gifting, loyalty program management and bespoke experiences in line with the gifting strategy.
  • Manage and execute timely and targeted client communications across multiple channels, including EDM, iCoco clienteling, push notifications, and WhatsApp messaging, ensuring consistency in tone and branding.
  • Oversee the production, quality control, and inventory management of CEM materials, including digital assets and printed materials as well as the replenishment of gifting tools and collateral.
  • Supporting Client Care team on client enquiries and complaints across all channels (POS and e-business), ensuring prompt resolution while escalating issues when necessary (excluding delivery-related matters).
  • Continuously identify opportunities to enhance the client journey by improving touchpoints, personalization, and overall client experience.


Reporting Analytics


  • Manage CEM systems and tools, including front-end and back-end operations (e.g., iCoco, Salesforce, SFMC), ensuring data accuracy, proper segmentation, and smooth execution of automated client journeys.
  • Track and evaluate campaign performance through pre- and post-campaign analysis, providing actionable insights and recommendations for optimization.
  • Prepare and maintain regular reports (weekly, monthly) on CEM performance metrics, client behavior, and campaign effectiveness for internal stakeholders.
  • Ensure compliance with data governance and privacy standards in all CEM activities.


Role Requirements:

Academic / Professional Qualifications


  • Bachelor’s degree in Marketing, Business, or related field


Work Experience


  • Minimum 2 years in CRM or marketing, preferably in retail.
  • Familiar with Salesforce and Power BI.
  • Basic knowledge of client segmentation and campaign tracking.
  • Added advantage: familiarity with SQL for data extraction and analysis.


Required Competencies


  • Detail-oriented and analytical.
  • Strong organizational and time management skills.
  • Proficient in Microsoft Excel and PowerPoint.
  • Good communication and interpersonal skills.
  • Team player with a proactive attitude.


Key Interactions:

Internal


  • Marketing, Product, Retail, Training, Communications, Finance, and internal agency (both local and regional counterparts)


External


  • Trade partners and vendors (e.g printing, mailing, gifting services)

Peringatan Penting

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