At a Glance
- Tasks: Lead the ultimate luxury client experience across all touchpoints at CHANEL.
- Company: Join the iconic luxury brand, CHANEL, in a dynamic and inclusive environment.
- Benefits: Enjoy private medical insurance, retail discounts, and wellness support.
- Other info: Be part of CHANEL's sustainability journey and contribute to positive change.
- Why this job: Make a real impact on client experiences while driving innovation in luxury retail.
- Qualifications: 4+ years in a managerial role with strong communication and project management skills.
The predicted salary is between 60000 - 80000 £ per year.
Location: CHANEL Head Office, London
Reports to: Head of Client Strategy, Fashion UK Region
Contract: Permanent
Your role @ Chanel
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 provide 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 escalates 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
- 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.
Client Experience Senior Manager employer: Chanel
At CHANEL, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions creativity and collaboration. As a Client Experience Senior Manager based in our London Head Office, you will benefit from comprehensive wellbeing programmes, professional development opportunities, and the chance to make a meaningful impact on the luxury client journey. Join us in our commitment to sustainability and excellence, where your contributions will be valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Senior Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the luxury retail space. Attend industry events, join relevant online groups, and don’t be shy about reaching out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your passion for client experience! When you get the chance to chat with potential employers, share your ideas on how to elevate the client journey. Bring examples of what you’ve done in the past and how it aligns with their vision at CHANEL.
✨Tip Number 3
Prepare for interviews by researching CHANEL’s latest initiatives. Understand their brand image and client touchpoints. This will help you tailor your responses and show that you’re genuinely interested in contributing to their mission of delivering the ultimate luxury experience.
✨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 team and ready to dive into the world of luxury retail with us at CHANEL.
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 be specific about how your past roles have prepared you for this position.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your achievements and skills. Remember, less is often more!
Apply Through Our Website:Don’t forget to apply through our official website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re serious about joining our team at CHANEL.
How to prepare for a job interview at Chanel
✨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 implement them across various touchpoints. This will help you articulate how your experience aligns with their vision.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to lead teams and drive change. Think of specific instances where you've empowered colleagues or challenged the status quo to enhance client experiences. This will demonstrate your fit for a managerial role.
✨Be Data-Driven
Since the role involves managing client experience insight platforms, be ready to discuss how you've used data to identify strengths and opportunities in previous roles. Bring examples of how you've translated insights into actionable strategies.
✨Engage with Stakeholders
CHANEL values collaboration across divisions. Prepare to discuss how you've successfully partnered with different teams in the past. Highlight your communication skills and how you've ensured coherence in projects involving multiple stakeholders.
