At a Glance
- Tasks: Lead the ultimate luxury client experience across all touchpoints at CHANEL.
- Company: Join the iconic CHANEL team in London, known for luxury and innovation.
- Benefits: Enjoy private medical insurance, pension plans, discounts, and wellness support.
- Other info: Be part of CHANEL's sustainability journey and foster personal growth.
- Why this job: Make a real impact on client experiences in a prestigious luxury brand.
- Qualifications: 4+ years in management 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 the 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 in London 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 in London
✨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 have the inside scoop on job openings!
✨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. Practice common interview questions and tailor your answers to reflect your passion for delivering exceptional client experiences.
✨Tip Number 3
Showcase your digital savvy! Since the role involves managing digital tools and services, be ready to discuss your experience with these platforms. Bring examples of how you’ve used technology to improve client interactions or streamline processes in previous roles.
✨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. Keep an eye on our careers page for updates and new opportunities!
We think you need these skills to ace Client Experience Senior Manager in London
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 Application:Make sure to customise your application to reflect the specific requirements of the Client Experience Senior Manager role. Highlight your relevant experience in client communications and digital tools, as this will show us you’re the perfect fit for the job.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and structure your thoughts logically. This will help us easily understand your qualifications and how you can contribute to enhancing the client experience at CHANEL.
Apply Through Our Website:We encourage you to apply directly 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 proactive and keen to join our team!
How to prepare for a job interview at Chanel, Inc.
✨Know Your Client Experience
Dive deep into CHANEL's approach to client experience. Familiarise yourself with their luxury standards and how they implement them across various touchpoints. Be ready to discuss how you can enhance these experiences based on your past managerial roles.
✨Showcase Your Collaboration Skills
This role requires a lot of teamwork across different departments. Prepare examples of how you've successfully collaborated with retail, communications, and other teams in the past. Highlight your ability to foster relationships and drive impactful projects.
✨Be Data-Driven
CHANEL values insights from client experience platforms. Brush up on your experience with digital tools and data analysis. Be prepared to discuss how you've used data to identify opportunities and improve client services in previous roles.
✨Demonstrate Leadership and Change Management
As a senior manager, you'll need to lead and inspire your team. Think of specific instances where you've nurtured growth and challenged the status quo. Share your strategies for managing change effectively while ensuring a seamless client experience.
