CRM Executive - Brown Thomas, Dublin

Your Role at CHANEL

As the CRM Executive for the Brown Thomas boutique in Dublin, you will sit at the centre of the connection between the Marketing/CRM function and the store team. Your focus will be to bring CRM activity together, nurture a strong clienteling mindset throughout the boutique, and help Fashion Advisors turn customer data, insights and campaign direction into practical actions on the shop floor.

Reporting to Boutique Management, you will work closely with the team to strengthen CRM adoption, build confidence in digital tools, and maintain a polished client experience in line with CHANEL expectations.

Boutique CRM Action Plan and Performance

• Partner with the Boutique Director to shape and own the boutique CRM action plan, making sure it supports both brand-wide and store-specific goals such as recruitment, retention, reactivation, conversion and upgrading.
• Review Power BI dashboards on a regular basis to spot client trends and performance patterns, then turn those findings into clear next steps for Boutique Management.
• Join monthly CRM and Marketing meetings to assess results, explore opportunities and refine the action plan.
• Take part in Client Engagement Workshops and CRM seminars, then share practical best practices with the boutique team.
• Prepare updates for Marketing and Boutique Management covering CRM activity, KPIs, outcomes and key learnings.
• Provide focused one-to-one coaching to help Fashion Advisors strengthen long-term client relationships and grow client value in a sustainable way.
• Support advisors in delivering CHANEL-level client communication, including strong appointment preparation and structured follow-up.

CRM Tools and Capability Development

• Act as the boutique’s champion for CRM digital tools, guiding Fashion Advisors on how to use them effectively.
• Lead regular sessions on accurate data capture, data quality and CRM best practice.

Coordinating CRM Activity and Engagement

• Organise CRM routines within the boutique and, where needed, work with CRM Ambassadors across other boutiques.
• Run monthly one-to-one CRM check-ins with Fashion Advisors to review reports, KPIs and clienteling actions.
• Share CRM priorities and insights during morning briefings so that CRM remains visible and actionable for the whole team.
• Use initiative to keep CRM active and engaging through activities such as challenges or competitions.

Entertainment, Events and Gifting Coordination

• Coordinate entertainment and gifting activities, including budget control, stock tracking and proposal targeting.
• Review client lists from the CRM Marketing team with each Fashion Advisor to ensure outreach aligns with strategy.
• Create tailored annual client journey plans for top clients to deepen loyalty within the boutique’s client base.
• Represent the boutique at local, regional or international events, managing client information, serving as the main contact and arranging any required travel logistics.
• Work with colleagues in other markets on international boutique appointments and identify shared gifting and hospitality opportunities for important multi-market clients.
• Collect client responses and feedback and pass those insights back to the Marketing/CRM team.

What You Will Bring

You should bring experience from luxury retail, premium retail or another high-service environment where client development has been part of the role. A genuine interest in CRM, clienteling and data-led decision-making is essential, along with confidence using digital tools and dashboards. Strong command of Microsoft Excel, PowerPoint and Word is required.

You will also need to be highly organised, able to work independently and coordinate others with ease. Clear communication, confidence when presenting insights, strong attention to detail and a proactive, structured approach to follow-up are all important.

You Are Energised By

• Helping others create long-term, trusted client relationships.
• Using data and insights to uncover opportunities and drive client value.
• Working collaboratively with different teams and stakeholders.
• Coaching, influencing and empowering people to perform well.
• Designing inclusive, personalised and memorable client experiences.

What You Will Gain From This Experience

• Practical experience in shaping CRM culture within a leading luxury boutique.
• In-depth exposure to luxury clienteling strategies, tools and best practice.
• Close partnership with Boutique Management and Marketing/CRM teams.
• Development of coordination, communication and influencing skills in a luxury retail environment.
• Opportunity to contribute to CHANEL’s ongoing sustainability vision across restoring nature and climate, investing in circularity, advancing dignity and prosperity, and promoting women’s autonomy.

Benefits at CHANEL

• Physical wellbeing support including private medical insurance covering pre-existing conditions, the option to add family members, access to a 24/7 online GP service with appointments available within 24 hours, and participation in a cycle scheme for tax-exempt bike and accessory purchases.
• Financial wellbeing benefits including pension, life assurance and retail discounts across many retailers such as supermarkets, gyms, days out and more.
• Mental wellbeing support through employee assistance programmes and other support lines.
• Access to multiple wellbeing platforms.
• Lifestyle perks including arts and culture ticket discounts at major London attractions, CHANEL product discounts and employee-only sales.
• Recognition through a service awards programme with CHANEL products, retail vouchers and additional holidays at milestone points.
• These benefits depend on eligibility and may change at any time.

Additional Information

CHANEL is committed to an inclusive environment that supports personal growth and collective progress. The company values the individuality of each person and the diversity, complementarity and effectiveness that different perspectives bring to the team. Applications are encouraged from candidates who can contribute their own experience, perspective and potential.