【香水・化粧品本部】Digital Communication Manager/Specialist NEW
職務内容
I. BUSINESS CONTEXT: Business context and operational challenges
CHANEL Japan Fragrance & Beauty Products Division aims to enhance the value of CHANEL’s client experience through touchpoints across on and offline. One of these touchpoints, the LINE CHANEL Beauty Account, has already established itself as a touchpoint between customer and the brand, while already have over 1 million friends and are on the path to not only communication, but also personal data acquisition from prospecting to CRM.
From that, it is necessary to think strategically about the activation of LINE, including from a CRM perspective, to acquire as many prospects as possible through activation via LINE, to convert them into customers, and to increase the LTV with the brand.
With the intense activation of LINE by competitors, the key is how to make it as a communication tool that will acquire new customers, and how to make it a tool that will lead to a better customer experience by proactively understanding LINE’s services, which will continue to develop in the future.
II. EXISTING AND FUTURE STAKES: Areas of transformation for the future
Several successful activations have already been laid.
Up to now, LINE Business Connect has been utilized to acquire customer data in a significant way.
For example, it was an integration of communication and customer data acquisition, such as digital sampling, event reservations, and LINE stamps.
Also implemented measures to enhance customer usability and engagement, such as linking Digital Member’s Card to LINE and other programs.
Since the acquisition of customer data through this Digital member’s card is assured, a plan to expand the number of Friends should also be developed in parallel. The reason is that by gaining more Friends, the acquired customer data can be utilized in CRM.
Also need to consider how we can improve customer usability and customer experience through LINE within CHANEL ecosystem. To achieve this, it is necessary not only to consider content as social media, but also to identify and introduce new services on LINE that will be beneficial to CHANEL.
As CHANEL is a human driven company, ensuring to collaborate with corporate Media & Communication team and IT team is the stake of the success of this mission. Also, very important to have good relationship with Global Social Media team to get their understanding and approval by explaining the specificity of LINE, which is unique to Japan.
III. RESPONSIBILITIES AND ACCOUNTABILITIES: Based on above
Impact at CHANEL
Lead the development and execution of F&B’s LINE communication plan; develop a communication plan that can expand the number of Friends and execute it in collaboration with Global Social Media and Corporate.
Develop and implement a plan to improve customer usability and customer experience on LINE. Collaborate with divisional stakeholder, corporate, and IT to lead to more valuable touch points.
The Digital Communication Manager is responsible for the following:
• Be the owner of the CHANEL Beauty Official account on LINE and other social media account
• Develop and implement actions to increase the number of Friends in collaboration with corporate Social Media Lead and Global Social Media team. Also, take actions that lead to the acquisition of customer data, and connect the prospect acquisition to the customer development journey
• Control communication pressure based on figures from the Corporate CRM to ensure optimal communication for the annual campaign and ad hoc plans. This will keep the number of blocks low and prevent the outflow of acquired Friends
• Analyze post and measure results and adapt to the plan
• Proactively understand LINE’s ever-expanding services and work with IT, Corporate Social Media Lead and Corporate CRM to implement and develop services that benefit the business unit (LINE SSO, LINE works etc )
• Ensure that projects are managed in time and within budget
The key stakeholders and working relation will comprise:
• Japan F&B business team
• Japan corporate Social Media Lead, IT, Legal
• Global Social Media team
What CHANEL can bring to the right candidate
• Experience as a key luxury market leader
• A company culture putting people first in every step on the way
• Opportunity to interact directly with the French headquarters to propose and create your own plan to expand the brand’s fan
対象年齢 26~39歳 （特定年齢層の特定職種の労働者が相当程度少ないため）
応募資格
The ideal candidate will bring:
• Listen to the opinions of others and persuade logically
• Seek objectives and results. Be able to see issues from a big picture perspective and create the best solutions
• Positive to contribute to an inclusive culture and work in a diverse group
• Build a plan based on figures
• English is required: have monthly call with global Social Media team
• Experience in people management is a plus
待遇
▼Contract Type
・Full-time, Probationary Period: 6 months
▼Work Hours
・Standard working hours ：9:30～18:00（7.5h） Lunch time：1hour
・Flex time
・Telework
▼Salary
・Based on your experience, skills and potential
・Salary Review: once a year
《Compensation Package》
① Monthly salary
② Seasonal Bonus（4month）
③ Performance Bonus（Grade Specifi c Ratios）
Annual Salary (①＋②＋③)： TBA
▼Holidays
・5-day work week (Sat/Sun off )
・National holidays, paid leave, New Year’s vacation, sick leave, congratulatoryleave, compassionate leave, funded leave.
▼Benefi ts
・Health insurance
・Full transportation coverage
・Company PC/smartphone
・Condolence money
・Congratulatory money(Marriage/Baby)
・Staff sales (perfume & cosmetics / fashion products / watch & fi ne jewelry)
・Medical checkup
・Relo Club membership
・Recreation center / accommodation facility discount
・Sports gim
・Language training support
勤務地 Ginza/Tokyo