Marketing Automation Product Manager

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 documen