Client Experience Senior Manager
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 endeavor 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:
As a leader, you will:
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.
