Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
CHANEL is committed to delivering the ultimate luxury experience across all client touchpoints. As the Client Experience Senior Manager, you will ensure the successful implementation of the ultimate luxury client experience strategic vision for CHANEL Fashion UK, ensuring coherence and consistency across all client touchpoints.
Responsibilities
- 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.
- Drive meaningful innovations & optimisations to digital and direct marketing communications.
- 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.
Requirements
- 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).
Skills
- Client Experience
- Digital Tools
- Digital Communications
- Project Management
- People Management
- Change Management
- Luxury Retail
Location
- CHANEL Head Office, London
Work Type
- Permanent
- Full-time
Experience Level
- Senior Manager
- 4+ years’ experience in a managerial role
Benefits
- 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
- Cycle Scheme participation for a tax-exempt bike and/or accessories
- Pension
- Life Assurance
- Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more
- Employee Assistance Programmes and Other Support Lines
- Multiple Platforms to support across Wellbeing
- Arts & Culture Ticket Discounts across major London attractions
- CHANEL Product Discounts
- Employee Only Sales
- Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
- Wellbeing programmes
- Learning and development opportunities
- Parental leave for all parents globally
About the Company
- Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches.
- Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations.
- At present, Chanel employs more than 32,000 people worldwide.
- As an independent company, its core values are grounded in: Exceptional creation and client experience, Nurturing human potential, Having a positive impact – on people, the environment and communities around the world.
- As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.
- Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities.
- It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations.
- This means everyone can grow, continue to be inspired and feel included, now and in the future.
- The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people.
- Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.
Equal Opportunity
- 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.