Client Experience Host, Selfridges Manchester

Location: Manchester

Reports to: Boutique Director

Contract: Permanent Contract, Full Time

CHANEL is committed to delivering the ultimate luxury experience across all client touchpoints. From our 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.

YOUR ROLE @CHANEL

Our boutiques are at the core of our business, and our desire is always to provide exceptional client experience. We are looking for a Client Experience Host to act as the boutique's main point of contact for our clients on the shop floor and to support the retail teams with seamless hospitality in boutique. This role will be instrumental in creating and curating the ultimate luxury experience for our clients during their visit, welcoming, anticipating client requests and elevating service levels.

What Impact You Create At Chanel

• Client Relations
  • Collaborate closely with the CRM Executive to ensure the boutique top clients are recognised, appointments prepared, and the correct clients are invited to events.
  • Partner with the client relations team to ensure the smooth execution of client requests and appointment bookings.
  • Build trusted relationships with third party services including couriers, tailors, restaurants and hotels to ensure a seamless client experience.
  • Establish connections throughout the department store, with Brand Partners and Personal Shopping to better serve the client.
  • Serve as the main contact for personal shopping/private suite services in hotels/department stores, as applicable.
  • Maintain in depth knowledge of boutique policies, procedures, and client services to respond confidently to client inquiries.
  • Support the Team Managers and Fashion Advisors in delivering the most exceptional client experience.
  • Lead by example, executing moments of wonder and fulfilling CHANEL's client relational promise on the shopfloor whilst actively recruiting new clients.
  • Share client insights and feedback with the retail and management teams to continuously enhance service levels.
• Hospitality
  • Deliver personalised service, orchestrating the ultimate luxury hospitality around every client appointment.
  • Greet clients as they arrive, intuitively understanding and anticipating their needs.
  • Work in partnership with Fashion Advisors to know their clients, support relationship building, and coach on the finer details that matter.
  • Fulfil soft concierge duties, including arranging transport, local hospitality reservations, and personalised recommendations.
  • Attend and support client events to enhance the overall client journey.
• Brand Representation
  • Embody and communicate the heritage, values, and collections of the House of CHANEL in every interaction, serving as a true brand ambassador.
  • Maintain strict confidentiality and discretion at all times, especially when working with VIPs and high profile clients.
  • Demonstrate cultural sensitivity and awareness, adapting interactions to suit a diverse, international clientele.
  • Remain calm and solution oriented when resolving client issues or unanticipated situations, always aiming to exceed expectations.
• Technology & Innovation
  • Confidently use CRM systems and digital tools to personalise and enhance the client journey, including pre-visit and post-visit communications.
  • Embrace ongoing training in luxury service, brand history, and hospitality excellence.

What You Will Bring To The Role

• Exceptional Client Service Skills and a genuine passion for delivering remarkable experiences.
• Experience working in a luxury environment or similar role within hospitality.
• The ability to form exceptional and lasting professional relationships with both clients and colleagues.
• Well versed in meeting the requirements of discerning clients.
• Outstanding interpersonal and communication skills – written and verbal.
• Meticulous attention to detail and a methodical, organised approach.
• Strong multi-tasking skills and adaptability within a fluid, fast paced environment.
• Ability to handle sensitive matters with efficiency, discretion, and professionalism.
• Knowledge of the area's restaurants, theatres, and other attractions.
• An aesthetic appreciation and knowledge of art, beauty and luxury.

YOU ARE ENERGISED BY

• Creating opportunities to curate exceptional and memorable experiences for clients.
• The desire to elevate standards to the highest level, be it in service or personal contact.
• Working in a highly collaborative environment that helps people be at their best.
• Cultivating a growth mindset and striving to constantly develop your skillset.

What You Will Gain From This Experience

• Gaining deeper insights from a leading player in the luxury fashion market, understanding cultural nuances, consumer behaviour, and the latest developments shaping the industry.
• Delivery of excellence in an environment that places the long-term success of CHANEL at its forefront.
• An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL.
• An environment to express both your curiosity and capability, with the aim of creating sustainable long term personal and professional growth.
• Acquiring hands-on experience with CRM systems, which are widely used in the fashion industry to manage client interactions and preferences effectively.
• Navigating challenges and finding creative solutions to meet clients' needs and exceed their expectations, building resilience and adaptability in the process.
• Contributing to the on-going and companywide vision of sustainability.

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 dependant 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.