Senior Client Intelligence Professional

Job description

Your role @ CHANEL CHANEL is a privately-owned company whose values are grounded in creating the conditions for people to perform at their best, feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people’s humanity and uniqueness so that they are free to bring full selves to work and to their life’s calling. Job Mission: Drive client-centric business growth by transforming client and commercial data into actionable insights and strategic recommendations. The Client Analytics Professional is responsible for developing a deep understanding of client behaviours, journeys, and performance drivers across channels, enabling data-driven decision-making to strengthen client acquisition, retention, loyalty, and omnichannel engagement. This role also supports data-driven business initiatives by combining strong analytical capabilities with a solid understanding of data structures and client data platforms. Key Responsibilities: Client Insights & Analytics Monitor key client KPIs, including recruitment, retention, repeat purchase, frequency, spend, and category trends Analyse client behaviours, purchasing patterns, and engagement opportunities to drive client growth, retention, and commercial performance Conduct strategic and ad-hoc analyses to support business decision-making, including client segmentation, lifecycle analysis, omnichannel client behaviour, and special projects Evaluate the effectiveness of omnichannel initiatives, clienteling impact, events, and client activation programmes Translate complex data into actionable business insights and recommendations for the Intelligence Manager and cross-functional stakeholders Proactively identify business opportunities, risks, and emerging trends to support CX and commercial strategy Data Management & Reporting Develop and maintain queries, reports, and data extraction processes to support recurring and ad-hoc business needs Understand and navigate data structures across client data platforms to ensure accurate and efficient data retrieval Develop and maintain dashboards and reporting tools to provide timely and accurate business insights Standardise KPI definitions, reporting methodologies, and data governance across dashboards and business functions Oversee data integrity, usage, and governance to ensure effective and compliant data utilisation Propose process improvements and best practices for client data collection, reporting workflows, and data quality management Business Support & Collaboration Support business teams with data-driven requirements and campaign performance analysis Collaborate with local marketing and business teams to translate business needs into data-driven requirements and analytical frameworks Deliver post-campaign performance analysis, insights, and learnings to inform future business strategies Support business communication and client engagement initiatives with relevant data and analytical outputs as needed Data Projects & Business Solutions Consolidate and prioritise local business requirements for FBP data projects Support the planning, coordination, and implementation of data initiatives in collaboration with local and regional teams, IT and external agencies Act as the business representative to ensure project requirements, timelines, and deliverables are aligned with business objectives Support the exploration, proof of concept, testing, and rollout of new capabilities and technology solutions to address local market needs Drive continuous improvement of data capabilities, reporting processes, and business tools to enhance operational efficiency and client experience Role Specifications 5–8 years of experience in a customer-centric business environment, Client Experience, CRM, Client Analytics, Business Intelligence, Digital, Omnichannel, Consulting or a related data-centric function Proven experience in client analytics, business performance analysis, or CRM insights, with the ability to translate data into actionable business recommendations Strong understanding of data structures, relational databases, and data modelling concepts, with the ability to navigate complex data environments Experience with SQL or similar data query languages preferred Experience managing reporting, dashboards, and KPI frameworks, with a strong understanding of data governance and reporting best practices Experience with client data platforms or CRM tools (e.g., Salesforce, Marketing Cloud) is preferred Strong understanding of client engagement, omnichannel, and customer lifecycle management, preferably within the luxury retail or premium consumer industry Experience supporting cross-functional business initiatives or digital/data projects, working closely with business, IT, regional teams, and external partners Strong analytical skills with the ability to synthesise complex data into clear business insights and recommendations Bachelor’s degree in Business, Marketing, Data Analytics, Information Systems, Statistics, or a related field Academic / Professional Qualifications 4 years university degree Required Competencies Strong analytical and critical thinking skills with the ability to identify business opportunities, trends, and risks through data Solid understanding of data structures and data architecture — able to navigate complex data environments and ensure data accuracy Commercial mindset with the ability to connect analytics and client insights to business performance and strategic decision-making Excellent communication and collaboration skills, with the ability to work effectively across business, regional, and technical teams Strong project management and organisational skills, with the ability to manage multiple priorities and deliver high-quality outcomes in a fast-paced environment Highly proactive, structured, and detail-oriented, with a continuous improvement mindset Strong ownership and accountability, with the ability to work independently while managing multiple stakeholders High curiosity and learning agility, with a passion for digital, client analytics, AI, and emerging technologies Comfortable challenging assumptions and using data to support decisions and drive business improvements