Within Digital Europe, the Customer Engagement team designs and deploys CRM campaigns and client journeys across Europe and the Swiss Region. Our ambition is to create consistent, relevant and personalised client experiences across every interaction with CHANEL.

As Marketing Automation Product Manager, you will be the functional owner of the Imagino Marketing Automation platform for Europe and the Swiss Region, supporting CRM activation across the three divisions and approximately 25 local markets.

Reporting to the Client Engagement Director, Europe, you will work at the intersection of CRM Campaign Management, Client Experience, Content, Advertising, Data, Tech and external partners. You will translate CRM and client experience ambitions into scalable platform capabilities, enabling Campaign Managers to design, activate and optimise personalised multi-channel campaigns and journeys.

Working in close partnership with Platform Tech on a shared roadmap, you will own the platform’s functional value, business priorities, user needs and adoption. Platform Tech will own the technical solution and delivery approach, including architecture, reliability, scalability, security and operational standards.

WHAT IMPACT YOU CREATE AT CHANEL

You will shape the evolution and adoption of Marketing Automation capabilities across Europe and the Swiss Region. By connecting business ambitions, user needs and platform opportunities, you will help Campaign Managers deliver more relevant, consistent and effective client communications at scale.

Marketing Automation Platform Ownership

·         Act as the functional owner and primary business point of contact for the Imagino Marketing Automation platform across Digital Europe.

·         Ensure that platform capabilities, processes and ways of working enable Campaign Managers to deliver scalable, high-quality and client-relevant campaigns and journeys.

·         Define and maintain functional standards for campaign and journey configuration, testing, documentation, naming conventions, reusable components, business roles and access requirements.

·         Maintain a clear view of business needs, platform capabilities, functional dependencies, risks and improvement opportunities, translating them into actionable priorities.

Product Management & Platform Evolution

·         Define the Marketing Automation product vision and translate CRM and client experience ambitions into a 12–18-month capability roadmap.

·         Own and maintain the product roadmap and backlog, ensuring alignment with CRM strategy, business priorities and client experience objectives.

·         Gather, challenge, assess and prioritise needs from Campaign Managers, Client Experience and Marketing teams, considering client value, business impact, strategic alignment and delivery feasibility.

·         Lead prioritisation recommendations and navigate cross-division trade-offs, escalating major decisions to the Client Engagement Director, Europe, when required.

·         Translate business requirements into clear functional specifications, user stories, acceptance criteria and delivery briefs for Tech teams and external partners.

·         Coordinate end-to-end delivery with Platform Tech and relevant stakeholders: from scoping and planning through testing, user acceptance testing, deployment and post-launch follow-up.

·         Represent business needs, user feedback and platform priorities in discussions with Imagino and external partners, in close coordination with Platform Tech teams.

Campaign & Journey Enablement

·         Define and promote quality standards for campaigns and client journeys, in line with client experience principles, operational best practices and applicable privacy, consent and preference-management requirements.

·         Support Campaign Managers in the design and implementation of campaigns, segments, automations and personalised client journeys.

·         Provide functional expertise on platform capabilities, client data, targeting logic, journey orchestration, testing and campaign activation.

·         Help teams identify the most effective and scalable ways to translate business objectives into automated CRM use cases.

·         Partner with Campaign Managers to address complex execution issues and identify opportunities for optimisation.

Quality Assurance & Operational Excellence

·         Identify recurring operational issues and pain points across Marketing Automation processes, campaigns and journeys, assessing their impact on the business and the client experience.

·         Partner with Platform Tech and relevant teams on root-cause analysis, prioritisation and follow-up of corrective and preventive actions.

·         Simplify processes, improve time-to-market and strengthen Campaign Manager autonomy through self-service resources, standardised processes, templates and documentation.

·         Drive the continuous improvement of Marketing Automation ways of working.

Cross-Functional Collaboration & Community Building

·         Create alignment between business users and technical teams, ensuring a shared understanding of priorities, requirements, constraints and delivery timelines.

·         Communicate regularly on roadmap progress, delivery status, risks and dependencies.

·         Work closely with CRM Campaign Management, Client Experience, Data and Tech teams to ensure Marketing Automation capabilities support business objectives and internal requirements.

·         Deliver onboarding, training and ongoing functional guidance to Campaign Managers and relevant stakeholders.

·         Build an engaged internal user community around the platform, encouraging knowledge sharing and the consistent adoption of best practices.

Success in this role will be measured through roadmap delivery, Campaign Manager adoption and autonomy, improved campaign and journey time-to-market, operational quality and compliance, and the contribution of Marketing Automation capabilities to client relevance and business performance.

YOU ARE ENERGISED BY

·         Turning CRM and client experience ambitions into practical, scalable product capabilities.

·         Bringing structure and clarity to complex needs, competing priorities and cross-functional delivery.

·         Working at the intersection of business, client data and technology.

·         Enabling teams to work more autonomously through clear standards, tools, training and guidance.

·         Building personalised, consistent and meaningful client communications at scale.

·         Collaborating with diverse stakeholders in an international and matrixed environment.

·         Exploring the potential of advanced personalisation and AI-enabled CRM capabilities.

WHAT YOU WILL BRING

You combine hands-on Marketing Automation or CRM expertise with a strong product-management mindset. You are a pragmatic, structured and service-oriented professional, comfortable navigating between business needs, user expectations and technical environments in an international, matrixed setting.

You will bring:

·         A Bachelor’s degree in Marketing, Digital, Business, Information Systems or a related field; a Master’s degree would be an advantage.

·         Approximately 6 to 8 years of experience in Marketing Automation, CRM, digital product management or a related role.

·         Hands-on experience with a Marketing Automation platform; experience with Imagino would be a strong advantage.

·         Experience managing a roadmap and backlog, assessing competing needs and making prioritisation recommendations.

·         The ability to influence senior stakeholders and build alignment without direct hierarchical authority.

·         Experience working with IT and Data teams; exposure to Privacy or Legal topics would be appreciated.

·         Experience in CRM campaign management, client journey orchestration, segmentation and multi-channel activation.

·         Strong product vision, prioritisation and decision-making skills.

·         Excellent written and verbal communication skills, with the ability to make complex topics clear to diverse audiences.

·         Strong problem-solving skills, attention to detail and a continuous-improvement mindset.

·         Professional fluency in English & French.

WHAT CHANEL CAN OFFER YOU

This role offers the opportunity to shape Marketing Automation capabilities across a diverse European ecosystem, supporting approximately 25 markets and the three CHANEL divisions.

You will deepen your expertise in CRM, client journey orchestration, personalisation and digital product management. You will work with a wide range of business, data and technology stakeholders, while developing your ability to lead through influence in an international matrix environment.

You will also contribute directly to the evolution of client engagement at CHANEL: building the capabilities, standards and ways of working that enable teams to create more relevant and meaningful client experiences.

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.