Chanel
Salesforce Marketing Cloud Platform Excellence Manager, SEAA
Chanel, Orchard, Nebraska, United States, 68764
About The Role
In the ever-evolving luxury retail environment, clients expect a seamless integration of traditional elegance with innovative digital engagement. Digital and data capabilities are essential for unlocking growth potential across newly formed SEAA region — high-growth, high‑potential, yet profoundly distinct and unique markets for CHANEL. Our Digital Solutions are designed to support the brand’s growth and business ambitions.
Success in this function requires fostering partnership, transparency, and alignment across markets and divisions to ensure digital initiatives meet the diverse needs of our clients. As the Salesforce Marketing Cloud (SFMC) Platform Excellence Manager, you will serve as the strategic and operational custodian of our SFMC ecosystem—driving operational excellence, establishing ways of working, and embedding a performance culture across SEAA. Your mission is to proactively maximize the value of our current platform by ensuring robust maintenance, effective checks and balances, and structured frameworks for automation and journey ownership. You will orchestrate and evolve a state‑of‑the‑art suite of SFMC solutions that deliver sophisticated digital client experiences across campaigns, marketing automation, journey orchestration, and eventing, in close collaboration with digital services managers. By enabling market‑focused teams to adapt and apply these frameworks, and by supporting seamless day‑to‑day operations, this role is critical for future‑proofing the business and seizing growth opportunities through both client acquisition and loyalty across Fashion, Fragrance & Beauty, and Watches & Jewellery divisions.
Impact You Can Create In The Role: 1. Platform Strategy, Operations & Maintenance
Shape and execute a unified platform strategy that aligns business goals with cutting‑edge technology across SEAA.
Lead the development of a dynamic roadmap that identifies growth opportunities—including new market integrations—and mobilizes cross‑functional teams to deliver against clear milestones.
Champion innovation and adaptability, ensuring the platform evolves in response to shifting customer needs and emerging trends.
Establish governance frameworks and best practices that drive operational excellence across geographies and business units.
Foster alignment between technical, commercial, and regional leadership to accelerate platform adoption and maximize impact.
Ensure seamless day‑to‑day operations of SFMC, including proactive monitoring, incident management, and performance optimization.
Uphold platform stability, scalability, and compliance with enterprise‑grade data privacy and security standards.
Continuously refine operational processes through automation, analytics, and AI‑enabled workflows to enhance efficiency and responsiveness.
Manage external vendors and partners to ensure delivery excellence and strategic alignment.
Monitor KPIs and drive performance optimization across all SFMC initiatives.
2. Enhancements, Solution development & Support
Lead the roadmap for platform enhancements, custom developments, and integration of new capabilities, ensuring SFMC remains strategically aligned and future‑ready.
Collaborate with platform architects to continuously enhance a cutting‑edge suite of SFMC solutions that enable hyper‑personalized campaigns, seamless eventing, and first‑party media integrations.
Partner with technical teams to design, develop, and deploy sophisticated solutions for campaigns, journeys, and automation, leveraging advanced AI and automation for efficiency and relevance.
Provide expert‑level support and troubleshooting across all SFMC modules and connected systems, ensuring seamless functionality and high user satisfaction.
Maintain a feedback loop with users and stakeholders to iterate rapidly, stay ahead of market expectations, and ensure that enhancements and new developments are grounded in business needs.
Continuously improve operational efficiency through intelligent workflows, automation, and the integration of new datasets to enhance customer segmentation and experience.
3. Custodianship & Compliance
Act as the primary custodian of SFMC for SEAA, enforcing robust governance, privacy safeguards, and regulatory compliance. Develop and implement policies that align with global standards and local regulations.
Collaborate with Legal, Infosec, and Client Data Management teams to proactively address risks and ensure alignment on data protection, user consent, and information security. Champion education and awareness initiatives to embed a culture of ethical data stewardship across the organization.
4. Community Animation & Upskilling
Represent SEAA in global SFMC forums, advocating for regional needs and sharing insights.
Build a vibrant internal SFMC community of super users through enablement programs, targeted training, and best‑practice sharing.
Design and execute onboarding and upskilling frameworks that elevate platform literacy and drive adoption while ensuring delivery excellence.
Serve as a connector across teams, fostering collaboration, celebrating wins, and accelerating innovation.
5. Performance acceleration & Proof of Concepts
Lead the development and piloting of innovative use cases and proof of concepts that push the boundaries of client activation.
Define a forward‑looking innovation roadmap aligned with business goals and technology trends.
Collaborate with business units, partners, and clients to validate new approaches and scale successful pilots.
Embed learnings across the organization to cultivate a culture of experimentation and continuous improvement.
6. Multi‑Touchpoint Expertise
Orchestrate omnichannel experiences by leveraging deep expertise across email, SMS/MMS, local platforms (LINE, Messenger, WhatsApp, Zalo), and proprietary apps.
Design performance marketing frameworks that enable real‑time campaign and automation optimization by channel, using insights to drive continuous improvement.
You Are Energized By
Orchestrating complex SFMC operations across a diverse stakeholder landscape, balancing platform stability, innovation, and delivery excellence.
Translating multifaceted business goals into scalable client activation strategies powered by data, automation, and personalization.
Elevating organizational capability by mentoring business users, animating the SFMC community, and fostering a culture of continuous learning.
Navigating ambiguity with confidence, making autonomous decisions grounded in technical expertise and strategic foresight.
Building trusted relationships across functions and regions, facilitating impactful conversations that drive transformation in a non‑hierarchical environment.
Collaborating across SEAA and North Asia to leverage best practices, re‑engineer processes, and scale innovation across markets.
What You Will Bring
A degree in digital marketing, technology management, communications, or a related field.
Strategic vision and deep expertise in CRM, client journey design, and marketing automation, with at least 8 years of experience in digital marketing and CRM.
Advanced proficiency in Salesforce Marketing Cloud (SFMC), with certifications such as Marketing Cloud administrator or consultant and strong hands‑on experience across modules.
Proven ability to design and deploy sophisticated SFMC solutions for campaigns, journeys, eventing, and first‑party media integrations.
Curiosity and proactivity to drive an outside‑in approach to bring state‑of‑the‑art industry standards to the organization.
Familiarity with local platforms such as LINE, WhatsApp, Zalo, and proprietary apps, with a strong understanding of omnichannel orchestration.
A passion for operational excellence, leveraging AI and automation to drive efficiency and scale personalization.
Fluency in English and exceptional communication skills to translate technical concepts into strategic recommendations.
A pioneering mindset that embraces innovation while honoring the brand’s heritage and values.
What Chanel Can Offer You
Brand Legacy: In-depth exposure into the rich brand and cultural evolution of the House of Chanel.
Leadership: Collaborate closely with Market, Regional and Global leadership to develop strategic goals.
Talent Development: Chanel is committed to developing and empowering our people.
Collaborative Culture: Be part of a collaborative and inclusive culture, where diverse perspectives are valued, and partnerships are fostered across functions and regions.
Support and Resources: As a leader at Chanel, you will have access to the resources, support and infrastructure needed to continue to grow successfully.
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.
#J-18808-Ljbffr
Success in this function requires fostering partnership, transparency, and alignment across markets and divisions to ensure digital initiatives meet the diverse needs of our clients. As the Salesforce Marketing Cloud (SFMC) Platform Excellence Manager, you will serve as the strategic and operational custodian of our SFMC ecosystem—driving operational excellence, establishing ways of working, and embedding a performance culture across SEAA. Your mission is to proactively maximize the value of our current platform by ensuring robust maintenance, effective checks and balances, and structured frameworks for automation and journey ownership. You will orchestrate and evolve a state‑of‑the‑art suite of SFMC solutions that deliver sophisticated digital client experiences across campaigns, marketing automation, journey orchestration, and eventing, in close collaboration with digital services managers. By enabling market‑focused teams to adapt and apply these frameworks, and by supporting seamless day‑to‑day operations, this role is critical for future‑proofing the business and seizing growth opportunities through both client acquisition and loyalty across Fashion, Fragrance & Beauty, and Watches & Jewellery divisions.
Impact You Can Create In The Role: 1. Platform Strategy, Operations & Maintenance
Shape and execute a unified platform strategy that aligns business goals with cutting‑edge technology across SEAA.
Lead the development of a dynamic roadmap that identifies growth opportunities—including new market integrations—and mobilizes cross‑functional teams to deliver against clear milestones.
Champion innovation and adaptability, ensuring the platform evolves in response to shifting customer needs and emerging trends.
Establish governance frameworks and best practices that drive operational excellence across geographies and business units.
Foster alignment between technical, commercial, and regional leadership to accelerate platform adoption and maximize impact.
Ensure seamless day‑to‑day operations of SFMC, including proactive monitoring, incident management, and performance optimization.
Uphold platform stability, scalability, and compliance with enterprise‑grade data privacy and security standards.
Continuously refine operational processes through automation, analytics, and AI‑enabled workflows to enhance efficiency and responsiveness.
Manage external vendors and partners to ensure delivery excellence and strategic alignment.
Monitor KPIs and drive performance optimization across all SFMC initiatives.
2. Enhancements, Solution development & Support
Lead the roadmap for platform enhancements, custom developments, and integration of new capabilities, ensuring SFMC remains strategically aligned and future‑ready.
Collaborate with platform architects to continuously enhance a cutting‑edge suite of SFMC solutions that enable hyper‑personalized campaigns, seamless eventing, and first‑party media integrations.
Partner with technical teams to design, develop, and deploy sophisticated solutions for campaigns, journeys, and automation, leveraging advanced AI and automation for efficiency and relevance.
Provide expert‑level support and troubleshooting across all SFMC modules and connected systems, ensuring seamless functionality and high user satisfaction.
Maintain a feedback loop with users and stakeholders to iterate rapidly, stay ahead of market expectations, and ensure that enhancements and new developments are grounded in business needs.
Continuously improve operational efficiency through intelligent workflows, automation, and the integration of new datasets to enhance customer segmentation and experience.
3. Custodianship & Compliance
Act as the primary custodian of SFMC for SEAA, enforcing robust governance, privacy safeguards, and regulatory compliance. Develop and implement policies that align with global standards and local regulations.
Collaborate with Legal, Infosec, and Client Data Management teams to proactively address risks and ensure alignment on data protection, user consent, and information security. Champion education and awareness initiatives to embed a culture of ethical data stewardship across the organization.
4. Community Animation & Upskilling
Represent SEAA in global SFMC forums, advocating for regional needs and sharing insights.
Build a vibrant internal SFMC community of super users through enablement programs, targeted training, and best‑practice sharing.
Design and execute onboarding and upskilling frameworks that elevate platform literacy and drive adoption while ensuring delivery excellence.
Serve as a connector across teams, fostering collaboration, celebrating wins, and accelerating innovation.
5. Performance acceleration & Proof of Concepts
Lead the development and piloting of innovative use cases and proof of concepts that push the boundaries of client activation.
Define a forward‑looking innovation roadmap aligned with business goals and technology trends.
Collaborate with business units, partners, and clients to validate new approaches and scale successful pilots.
Embed learnings across the organization to cultivate a culture of experimentation and continuous improvement.
6. Multi‑Touchpoint Expertise
Orchestrate omnichannel experiences by leveraging deep expertise across email, SMS/MMS, local platforms (LINE, Messenger, WhatsApp, Zalo), and proprietary apps.
Design performance marketing frameworks that enable real‑time campaign and automation optimization by channel, using insights to drive continuous improvement.
You Are Energized By
Orchestrating complex SFMC operations across a diverse stakeholder landscape, balancing platform stability, innovation, and delivery excellence.
Translating multifaceted business goals into scalable client activation strategies powered by data, automation, and personalization.
Elevating organizational capability by mentoring business users, animating the SFMC community, and fostering a culture of continuous learning.
Navigating ambiguity with confidence, making autonomous decisions grounded in technical expertise and strategic foresight.
Building trusted relationships across functions and regions, facilitating impactful conversations that drive transformation in a non‑hierarchical environment.
Collaborating across SEAA and North Asia to leverage best practices, re‑engineer processes, and scale innovation across markets.
What You Will Bring
A degree in digital marketing, technology management, communications, or a related field.
Strategic vision and deep expertise in CRM, client journey design, and marketing automation, with at least 8 years of experience in digital marketing and CRM.
Advanced proficiency in Salesforce Marketing Cloud (SFMC), with certifications such as Marketing Cloud administrator or consultant and strong hands‑on experience across modules.
Proven ability to design and deploy sophisticated SFMC solutions for campaigns, journeys, eventing, and first‑party media integrations.
Curiosity and proactivity to drive an outside‑in approach to bring state‑of‑the‑art industry standards to the organization.
Familiarity with local platforms such as LINE, WhatsApp, Zalo, and proprietary apps, with a strong understanding of omnichannel orchestration.
A passion for operational excellence, leveraging AI and automation to drive efficiency and scale personalization.
Fluency in English and exceptional communication skills to translate technical concepts into strategic recommendations.
A pioneering mindset that embraces innovation while honoring the brand’s heritage and values.
What Chanel Can Offer You
Brand Legacy: In-depth exposure into the rich brand and cultural evolution of the House of Chanel.
Leadership: Collaborate closely with Market, Regional and Global leadership to develop strategic goals.
Talent Development: Chanel is committed to developing and empowering our people.
Collaborative Culture: Be part of a collaborative and inclusive culture, where diverse perspectives are valued, and partnerships are fostered across functions and regions.
Support and Resources: As a leader at Chanel, you will have access to the resources, support and infrastructure needed to continue to grow successfully.
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.
#J-18808-Ljbffr