Client Experience Manager

Job description

About the job   

The Client Experience Manager is responsible for acquiring and nurturing clients while enhancing their overall experience, particularly in strengthening the Client-Fashion Advisor relationship. This role is vital to the Marketing Team, serving as a link between retail and office operations. Although primarily office-based, the manager will spend time in boutiques and may occasionally accompany clients on trips or attend weekend events. 

Location: Office/Chanel Boutique 

What impact you can create at Chanel   

·  Define, implement, and monitor client engagement strategies and initiatives, in collaboration with boutique management, to retain and grow the client base. 
·  Work closely with the Boutique Team and Private Clients Manager to identify clients with the potential to groom into top clients and define their engagement journey.  
·  Analyse and act upon client insights to develop and adjust our clienteling plan, with buy-in from key stakeholders at boutique and office level.  
·  Support and nurture meaningful client relationships to achieve a deeper understanding and connection to Chanel. 
·  Be responsible for the client engagement budget and be proactive in proposing cost-efficient alternatives, whilst maintaining key objectives and brand gesture. 
·  Manage and develop the Boutique Client Engagement team through training and collaboration with HR and promote a talent pipeline. 
·  Foster client knowledge and clienteling habits in each boutique, as well as strengthen the connection between the boutiques and office. 

You are energised by  

·  Collaborating cross-functionally in a fast-paced retail environment. 
·  Navigating complexity and various stakeholders in a dynamic environment. 
·  Engaging in projects that challenge and expand your skills. 
·  Developing a client-focused and high-performing team 

What you will bring  

·  Comfortable being client-facing, with the ability to hold engaging and meaningful conversations, as well as being culturally aware and having worldly knowledge. 
·  Experienced in building authentic relationships built on trust with both clients and internal and external stakeholders. 
·  Client orientated, with a passion to deliver exceptional experiences and services to our clients. 
·  A team player with a collaborative style of working and high level of empathy. 
·  Strong analytical skills and a strategic thinker. 
·  Experienced in managing a team. 
·  Background in luxury retail is preferred.  

What Chanel can offer you  

·  The opportunity to work with one of the world's most iconic luxury brands, renowned for its heritage and innovation. 
·  Ongoing training and development to enhance your skills and knowledge. 
·  A supportive team environment where your contributions are valued. 

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.