At a Glance
- Tasks: Lead the charge in delivering a luxury client experience across all touchpoints.
- Company: Join CHANEL, a prestigious brand known for its commitment to excellence.
- Benefits: Enjoy private medical insurance, pension plans, and exclusive discounts.
- Other info: Be part of a team focused on sustainability and personal growth.
- Why this job: Make a real impact on the luxury client journey and drive innovation.
- Qualifications: 4+ years in a managerial role with strong communication and project management skills.
The predicted salary is between 60000 - 80000 £ per year.
CHANEL is committed to delivering the ultimate luxury experience across all client touchpoints. From Fashion boutiques with our Fashion Advisors, to online on CHANEL.COM or via our client care teams, we endeavour to provide an elevated, seamless, and memorable client experience.
Are you passionate about ultimate luxury experience throughout the client journey? Join CHANEL as our Client Experience Senior Manager and ensure the successful implementation of the ultimate luxury client experience strategic vision for CHANEL Fashion UK, ensuring coherence and consistency across all client touchpoints from communications to digital touchpoints, retail services and experiences. This role will support the Head of Client Strategy to ensure a seamless and impactful execution of locally relevant communications, digital solutions, and client services throughout the region.
What impact you can create at Chanel:
- Drive collaborations: Collaborate across retail, communications and divisions to drive the ultimate client experience.
- Build and Lead: Create a dynamic mindset in your team, empowering and upskilling colleagues to drive impact and challenge the status quo.
- Brand image: Work hand-in-hand with the Head of Client Strategy and the other pillars in the team to drive the brand image through client touchpoints.
Key Responsibilities
- Client experience, Digital Tools & Services: Manage client experience insight platforms to measure strengths & opportunities and work closely with the retail & learning teams to translate these into a comprehensive roadmap.
- Remain connected to retail teams to understand realities, challenges of both Fashion Advisors and Clients.
- Animate retail communities for continued engagement & development of new initiatives.
- Stay aware of competition activity to identify opportunities to support the ultimate luxury experience.
- Initiate and manage local and global client experience digital solutions.
- Ensure digital projects are meeting the needs of the business & budgets are in line with value delivered to the business.
- Ensure with the right involvement of stakeholders across the business and strong communication throughout development & launch.
- Nurture the transformational growth of the client care centre, including the services, policies, training, and technical tools.
- Partner closely with Chanel et Moi Aftersales Manager to drive awareness and visibility with clients.
- Ensure coherence and consistency across all client touchpoints within the entire client journey from access to boutiques, visit preparation, experience in boutiques and post purchase. Striving to achieve ultimate luxury experience throughout.
Communications & E-Business
- Drive meaningful innovations & optimisations to digital and direct marketing communications. Including database management, data quality, CRM partner selection & management, global tests & pilots.
- Ensure E-Retailer platforms (website & socials) represent our brand and spaces well, provide clear information to drive to boutiques, and where relevant are a platform for brand storytelling.
- Work closely with the Head of Eyewear to ensure the eyewear business grows in visibility and sales across all digital and retail touchpoints.
- Drive & support CHANEL & Moi ambitions through strong communication.
- Drive conversations with PR, Media & others to ensure an impactful and harmonious response to campaign orchestrations. Ensuring visibility across the business.
- Regularly providing competitive insights to the wider teams, covering relevant animations, communications, services, innovations and other digital activity seen in the UK.
What you will bring to the role:
- 4+ years’ experience in a managerial role, leading client/communications teams.
- A solution-oriented mindset with a track record of achieving business goals.
- Exceptional communication and influence skills, with the ability to foster collaboration and escalate issues when needed.
- Experience in digital tools, services and communications.
- Strong project and people management skills, including expertise in change management to ensure optimal client experience & positive business impact.
- Experience working with, and guiding retail teams (ideally luxury retail experience included).
- A passion for nurturing curiosity, excellence, and growth within your team.
You are energised by:
- Building trusted relationships, with a desire to build strong and fruitful relationships with stakeholders within the business and externally.
- People leadership, particularly to lead courageously and able to challenge the status quo.
- Driving impact.
- Project management.
What you would gain from this experience:
- An overarching view of the full fashion client journey and all client touch points.
- The opportunity to build strong collaborations, establishing ways of working and the right organisation to suit the needs of the business.
- The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.
Benefits at CHANEL
Our employee benefits have been created to support you across your professional and personal life by offering you:
- Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories.
- Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more.
- Mental Wellbeing: Employee Assistance Programmes and Other Support Lines.
- Platforms: Multiple Platforms to support across Wellbeing.
- Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales.
- Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones.
Benefits are eligibility dependent and subject to change at any time.
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.
Client Experience Senior Manager employer: Chanel, Inc.
CHANEL is an exceptional employer, offering a vibrant work culture that prioritises personal growth and collaboration. Located in the heart of London, employees benefit from comprehensive wellbeing programmes, including private medical insurance and lifestyle discounts, while being part of a brand committed to sustainability and luxury client experiences. Join us to make a meaningful impact in a dynamic environment that values diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Senior Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to CHANEL. Attend events, join online forums, and don’t be shy about sliding into DMs. You never know who might help you land that interview!
✨Tip Number 2
Prepare for interviews by researching CHANEL’s client experience strategies. Understand their brand values and think about how your skills can enhance their luxury offerings. Tailor your responses to show you’re the perfect fit for their vision.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. Focus on articulating your experience in client management and digital tools, as these are key for the Client Experience Senior Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the CHANEL team and ready to contribute to their ultimate luxury experience.
We think you need these skills to ace Client Experience Senior Manager
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for delivering an ultimate luxury experience shine through. We want to see how you connect with the brand and its values, so don’t hold back on sharing your enthusiasm!
Tailor Your Experience:Make sure to highlight your relevant experience in client management and communications. We’re looking for someone who can drive impact, so align your past roles with the responsibilities of the Client Experience Senior Manager position.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language to convey your ideas and experiences. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at CHANEL.
How to prepare for a job interview at Chanel, Inc.
✨Know Your Client Experience
Before the interview, dive deep into CHANEL's approach to client experience. Familiarise yourself with their luxury standards and how they engage clients across various touchpoints. This will help you articulate how your experience aligns with their vision.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership abilities, especially in managing teams and driving collaboration. Think of specific instances where you've empowered colleagues or led successful projects, as this role requires a dynamic mindset and strong people management skills.
✨Be Data-Driven
Since the role involves managing client experience insight platforms, be ready to discuss how you've used data to inform decisions in previous roles. Bring examples of how you've measured success and identified opportunities for improvement in client services.
✨Stay Ahead of the Competition
Research current trends in luxury retail and client experience. Be prepared to discuss competitors and what innovative strategies you think could enhance CHANEL's offerings. This shows your proactive approach and understanding of the market landscape.
