Head of e-business & Digital Communications - Fragrance & Beauty

CHANEL Head of E-Business & Digital Communications - Fragrance & Beauty

Location: CHANEL Toronto Offices, ON
Reports to: F&B Director
Contract: Full-time and permanent position

Your role @Chanel:

Overseeing and managing all aspects of online business activities and digital communications.

This role is responsible for leading Fragrance & beauty E-Commerce and Digital activations for E-Retail.

The role will work collaboratively with local & regional departments across IT, Marketing, Digital Design, Operations, Logistics, Customer Care, as well as other areas of Digital expertise including Media, Creative teams and CRM.

Leveraging your extensive E-Commerce expertise, the role will be pivotal in development and executing Digital strategies, whilst managing the E-business team and operation on Chanel.com.

This role will also be responsible for managing all business and service aspects of Client Care within the Canadian market.

E-commerce

• Develop growth strategies, identify areas for improvement, and support the team to manage daily operations that drive online sales
• Track sales performance and key metrics to improve performance and enhance customer experience.
• Evaluate the performance of promotional campaigns, making changes as needed to maximize effectiveness.
• Work closely with departments such as marketing, CRM, supply chain, and customer support to ensure seamless integration across all functions.
• Responsible for developing the strategy to drive acquisition and retention of customers through Digital Marketing channels. Partnering with the Media team and external agencies to ensure sustained long-term growth of performance through Media channels to Chanel.com.
• Lead on the Paid Search strategy, utilising expertise to drive search and Google Shopping performance with weekly and quarterly business reviews. As well as overseeing the Organic search channel focusing on SEO projects in partnership with regional teams and 3rd party agencies.
• Lead and produce key presentations for Stakeholder meetings across Media, Marketing and regional teams, sharing insights and strategy for performance to drive future planning
• Stay current with industry trends, technologies, and best practices in eCommerce

E-retail

• Lead on digital strategy, and implementation for e-retail digital projects in Canada.
• Manage conversations with senior external stakeholders at retail partner level, on all topics related to CHANEL e-boutique enhancements, and new content and product launches
• Contribute to the management of CHANEL e-boutique across all retailer sites to ensure campaign content and new product launches are delivered and live on time
• Assist the team to lead conversations with UK Digital Creative Team on the planning and development of assets to be used across all digital touchpoints for all CHANEL activity on retailer websites.

Client care

• Develop and lead on delivering an inspiring and comprehensive vision of what Client Care at CHANEL should be to deliver ultimate luxury client experience across all forms of client communications from product and technique advice to complaints and product returns.
• Overseeing the service delivery of the Client Care team, assessing systems functionality and required developments
• Create and maintain training programmes for the team to ensure the best introduction of new channels and systems, ongoing excellence of communication with clients and connectivity with the Divisions, their new products and the CHANEL vital behaviours and performance drivers
• Extensive knowledge of the Salesforce Service Console environment and set up and lead on partnering with IT using the end-user experience to deliver continuous improvement in systems efficiency

What impact you can create at Chanel:

Bring a great energy, share your knowledge and skills with others, listen, inspire.

What you will bring to the role:

• 8+ years' experience Leading E-Commerce teams in E-Commerce business roles
• Strong knowledge of eCommerce platforms, technologies, and industry best practices
• Extensive experience of working with Business and IT Stakeholders
• Ability to work collaboratively and effectively with cross-functional teams
• Established people management skills with experience in developing teams
• Pro-active mindset with the ability to influence
• Proficiency in customer data analysis and business intelligence tools
• Strategic thinking coupled with a strong understanding of the day-to-day operation
• Deep understanding of Digital and Luxury online environment
• Exceptional organizational skills, able to set and meet deadlines with quality results
• Bilingualism required to communicate effectively with our collaborators across Canada and the United Kingdom (French and English, both spoken and written)

You are energised by:

• Working in a highly collaborative and Global environment
• Critical thinking and problem solving
• People management and development
• Being a part of an extremely passionate team with a common goal
• Fostering meaningful relationships with supporting teams and agency partners
• Collaborating with Stakeholders on decision making
• A passion for curiosity with new projects and future planning

What you would gain from this experience:

• The opportunity to work with an energising, ambitious, and agile team who have experienced fast growth and plan to further develop
• A varied set of responsibilities that nourish partnerships and collaboration
• The opportunity to deliver best-in-class Client experience

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.