Chanel Client Care Team Lead

Piscataway • USA

Thursday, May 1, 2025

Chanel, a prestigious name in the luxury fashion industry, is renowned for its commitment to excellence and innovation. As part of a global conglomerate, Chanel offers a unique work environment that fosters personal growth and collective progress. The brand is dedicated to nurturing a diverse and inclusive culture, valuing the unique perspectives and experiences each individual brings to the team.

1. Uphold and promote the highest standards of luxury service, ensuring all interactions align with Chanel's commitment to excellence.
2. Instill a client-centric mindset within the team by coaching them to understand and anticipate the unique needs of luxury clients.
3. Identify and implement opportunities to exceed client expectations through tailored service and innovative solutions.
4. Coach and develop a team of Client Care Advisors, fostering a positive and collaborative team culture.
5. Support the execution of training programs focused on proactive communication and luxury client care.
6. Provide regular, constructive feedback to team members to support their professional growth.
7. Support workforce management, including scheduling, to ensure optimal team coverage and seamless operations.
8. Monitor service metrics and team performance, identifying trends and ideating solutions to improve client satisfaction.
9. Collaborate with third-party customer care center vendors to ensure seamless service.
10. Monitor Voice of Client surveys to identify trends and areas for improvement.
11. Assist in the timely resolution of client concerns, serving as the direct point of contact for escalated issues.
12. Collaborate with internal departments to address complex issues and deliver seamless solutions.
13. Foster a culture of adaptability and continuous improvement, encouraging the team to embrace new technologies and processes.

1. Minimum 2 years of experience in a related role.
2. Experience in premium or luxury brands preferred.
3. Background in Contact Center or Customer Service.
4. Previous experience mentoring teams through coaching and consistent feedback.

1. Proficiency in CRM and Quality programs, with platforms such as Salesforce, Medalia, and Genisys preferred.
2. Strong leadership and team development skills.
3. Excellent problem-solving abilities and resilience under pressure.
4. Ability to navigate complexity and support transformation within the operational landscape.

A minimum of 2 years in a related role, preferably within premium or luxury brands, with experience in Contact Center or Customer Service environments.

Bachelor's Degree preferred or relevant experience in a related industry.

The anticipated base salary range for this position is $61,400 through $95,000, with potential for bonuses and other forms of variable pay.

Comprehensive benefits include wellbeing resources, family and caregiving benefits, generous paid time off, 401K, pension, robust healthcare offerings, life insurance, and flexible work options.

Chanel is dedicated to fostering a diverse and inclusive workplace, promoting respect, empathy, and dignity for all. The company encourages employees to engage with their communities and supports sustainability and cultural initiatives. Chanel values continuous learning and personal development, offering numerous opportunities for career and leadership growth.