Challenge

Chanel faced increasing pressure to deliver digital communications with greater speed and personalisation, while maintaining the strict creative and brand integrity that defines the luxury house. Existing processes and governance models created bottlenecks, limiting agility in campaign activation. Personalisation opportunities were further restricted by rigid templates and data-use constraints, resulting in slower time-to-market and inconsistent localisation across regions.

We partnered with Chanel to streamline CRM operations and redefine how personalisation could exist within their luxury brand framework. Modular creative templates were developed to support faster campaign production while staying fully compliant with brand guidelines. We implemented dynamic content capabilities within the CRM platform, enabling data-led personalisation that preserved the elegance and consistency of the Chanel aesthetic. Additionally, governance processes were centralised to improve visibility, collaboration, and speed-to-market across global teams.

Results

• 40% reduction in campaign build and approval time
• Marketing campaigns launched within brand-compliant templates
• Improved localisation and creative consistency across regions
• Enhanced agility & operational efficiency in global CRM delivery

Use our expert knowledge to consult and support your internal team to optimise process, follow best practice and customer journey to achieve the best conversion results.