Clienteling Business Analyst

Clienteling Business Analyst

Clienteling Business Analyst

Job Overview

Location
London, England
Job Type
Full Time Job
Job ID
1352
Date Posted
9 months ago
Recruiter
Gabrielle Paris
Job Views
44

Job Description

  • Clienteling Business Analyst

    Location: Central London, UK Offices

    Reports to: Client Data & CRM Manager

    Contract: Fixed term contract

    As part of CHANEL’s commitment to offer the ultimate luxury experience, we are looking to enhance the way our sales advisors communicate with their clients by developing a clienteling application.

    This application will ensure a seamless omnichannel experience for our clients whether they are instore, online or purchasing remotely by supporting a smooth and efficient connection between our boutique staff and our clients.

    The increased connectivity will enable the sharing of exclusive content, enhanced services and interaction regarding our latest product & collections. The application will also be the central repository for all client data collected in multiple omnichannel touchpoints and will provide valuable insights to our sales advisors in order to serve our clients better.

    To this end we are looking for a Business Analyst with over 7 years of experience, focusing on clienteling and digital retail experience projects.

    Your role at Chanel:

    You will be responsible for consolidating each Division’s (Fashion, Watches & Fine Jewellery and Fragrance & Beauty) vision for clienteling and identify commonalities and specificities.

    You will use your excellent understanding of business strategies regarding;

    • omnichannel experience
    • UX optimisation & creative design (for client and sales assistant)
    • customer engagement/communication
    • customer retention and loyalty
    • customer data collection
    • customer segmentation & analytics.

    and market best practices to help define what will be the right solution for the UK. You will then translate these business requirements into specifications for IT, ensuring they are met throughout the project, whilst communicating updates to key stakeholders along the way.

    What impact you can create at Chanel:

    Requirements gathering and documentation:

    • Work with teams across the business including marketing, operations, legal, retail staff to fully understand the priorities, strategies and requirements for the application.
    • Coordinate business resource across various departments and regions, leading meetings and workshops
    • Arbitrate between various departments and challenge where necessary
    • Prioritise user requirements and identify gap analysis
    • Propose solutions and new features
    • Translate business requirements into user stories based on customer and Sales Assistant journeys
    • Assess the existing Clienteling solutions in other CHANEL markets & solutions available externally on the marketplace
    • Develop functional specifications to brief development/technical teams and 3rd parties

    Project Management:

    • Contribute at Steerco meetings to update business on the status of the project
    • Support in project management and identifying technical dependencies and risks
    • Backlog management and prioritisation of business priorities throughout project
    • Write test scripts and support in the co-ordination of the testing plan

    Business Change Management:

    • Produce documentation to reflect existing and new business processes, prepare business change management, produce user guides for new system workflows for on-going management
    • Provide training and support to business teams, managing onboarding process
    • Support in Hypercare, logging JIRA tickets and identifying continuous system improvements

    What you will bring to the role:

    • 7+ years’ experience in Business Analyst role.
    • Experience developing clienteling or digital retail applications (mandatory), multi system integration projects, as well as a good understanding of CRM systems (Salesforce), POS systems (Cegid Y2), Ecommerce (Hybris, Adyen)
    • Excellent documentation and written skills to manage specifications, user stories, process flows, and architecture diagrams
    • Excellent team attitude, approachable and good communication skills with the ability to work collaboratively and influence
    • Experience coordinating with teams across the business (digital, marketing, operations, finance, logistics...)

    You are energised by:

    • Working with a variety of teams locally and globally
    • Building strong relationships with stakeholders within the business and IT teams
    • Being curious about the brand and how technology can empower users as well as offer a best-of-class client experience
    • Working closely with the multiple business teams but also confident working independently when required
    • Delivering exciting new features that bring value to the business

    What you would gain from this experience:

    • The opportunity to work on a new, exciting project from beginning to end, playing a pivotal role in the conception right through to the delivery of a product with true business value
    • An opportunity to hone your skills and learn about new systems and technology to build a best-in-class clienteling application
    • Exposure to many areas and departments of the business and various key stakeholders at all levels
    • Experience working for a leading brand in the luxury industry; understanding its key business strategies and priorities

    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.







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