Omnichannel Orchestration Professional

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