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About the Role

The Head of Marketing & Client Experience drives brand desirability, category performance, and client-centric growth across all channels. The role orchestrates product, trade, client, digital, and experiential marketing in a fully integrated 360° approach, elevating client lifetime value, brand equity, and business performance.

Responsibilities

• Orchestrate the Marketing Innovations Calendar roadmap and deploy 360° campaigns by category and channel.
• Define the product, samples and services offer across Retail and Wholesale, adapting global and regional strategies to local market realities.
• Own novelty forecasting to ensure launch readiness, accuracy, and alignment with business objectives.
• Monitor and analyze CHANEL and market sell‑out performance, adjusting strategy and investments to maximize impact.
• Mobilize and engage internal teams and B2B / B2C partners around product priorities and strategy.
• Define and lead a dedicated Insight activations plan to support Brand Equity.
• Partner with Corporate Communications and Media teams to deliver impactful media orchestrations.
• Lead the 360° local marketing plan across media, events, PR, activations, and promotions.
• Define the right balance of promotional investment, ensuring achievement of brand ambitions and business performance.
• Define and pilot Trade Marketing strategies by retailer and store typology for Brick & Mortar.
• Co‑define e‑trade and CRM activation strategies.
• Negotiate, deploy, and monitor trade visibility, animations, and activations in close collaboration with Wholesale and Retail Teams.
• Set channel, retailer and audience objectives, track activations, and continuously optimize actions to maximize ROI.
• Design and elevate end‑to‑end, client‑centric journeys across physical and digital touchpoints.
• Define a holistic client strategy, aligning journeys, CRM, communication, and loyalty to deliver long‑term value and growth.
• Define and execute one‑to‑many and one‑to‑one communication plans to deepen client engagement.
• Engage the Events Manager to design and activate client events and experiences.
• Create a data‑driven mindset within the team to support informed decision‑making and identify untapped opportunities in the client database.
• Build and maintain a robust CRM ecosystem, enabling a deep understanding of client behaviors.
• Lead clienteling and loyalty strategies to strengthen VIC relationships, engage middle and lower‑tier clients, and increase lifetime value.
• Drive retention and loyalty levers through CRM and personalized engagement.
• Organize and coordinate distributor client events and Field-Force Fragrance & Beauty seminars.
• Define and manage the Promotion budget, in partnership with Finance.
• Strengthen strategic partnerships with key wholesale accounts on the Marketing & Client side.
• Actively contribute to regional and international Marketing communities, sharing best practices, market insights, and specific needs.
• Develop synergies with Fashion and Watches & Fine Jewelry activities where relevant.
• Act as a core member of the Leadership Committee, actively contributing to strategic discussions and the transformation of CHANEL’s future.
• Lead, inspire, and develop teams with agility, fostering strong cross‑functional connections.
• Create a trustful, inclusive work environment where collaboration, transparency, and accountability are valued.
• Encourage collective success over silos, recognizing and rewarding shared achievements.
• Engage teams at HQ and in the field around key milestones, launches, and strategic priorities.

Requirements

• Minimum 10 years of proven experience in strategic and operational marketing, including leadership responsibilities.
• Strong expertise in the Fragrance & Beauty category within a wholesale environment.
• Deep sensibility to the world of luxury and the House of CHANEL, with a strong knowledge of the Brand.
• Ability to embody its values and consistently translate its identity across all marketing initiatives and client experiences.
• Strong analytical and strategic mindset, combining long‑term vision, attention to detail, results orientation, and the ability to identify sustainable levers of growth and performance.
• Strong appetite for marketing innovation, with a demonstrated ability to leverage new technologies and data to enrich the client experience and enhance operational effectiveness.
• Proven experience in leading and developing multidisciplinary teams, fostering engagement, collaboration, and capability building over time.
• Inspirational and inclusive leadership, with the ability to mobilise and unite teams around a shared vision.
• Ability to collaborate effectively with multiple stakeholders in a complex, matrix organisation.

Skills

• Strategic marketing
• Operational marketing
• Fragrance & Beauty category expertise
• Wholesale environment expertise
• Luxury market sensibility
• Brand knowledge
• Analytical mindset
• Strategic mindset
• Long-term vision
• Attention to detail
• Results orientation
• Marketing innovation
• Leveraging new technologies
• Leveraging data
• Team leadership
• Team development
• Engagement
• Collaboration
• Capability building
• Inspirational leadership
• Inclusive leadership
• Stakeholder collaboration
• Matrix organization navigation

Location

• N/A

Work Type

• N/A

Experience Level

• Minimum 10 years of proven experience
• Leadership responsibilities

Benefits

• 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.