Chanel Customer Experience (CX) Manager

Chanel is a privately owned, Parisian haute couture and luxury goods house renowned for its heritage, craftsmanship and discreet stewardship by its founding family. As an employer, Chanel combines artisanal savoir‑faire with global retail and marketing operations, offering opportunities to shape premium client experiences across fashion, beauty and accessories.

1. Define and implement the local CX strategy aligned with global brand standards to elevate client engagement across boutiques, e‑commerce and after‑sales.
2. Design and operationalize omnichannel clienteling programs, loyalty initiatives and personalised service journeys that increase retention and average spend.
3. Own Voice‑of‑Customer programs and CX metrics (NPS, CSAT, churn, conversion), translating insight into prioritized action plans and measurable improvements.
4. Collaborate cross‑functionally with Retail Operations, CRM, Marketing, Digital and Product teams to ensure consistent, elevated service delivery and campaign execution.
5. Lead training and coaching for boutique teams on service standards, clienteling techniques and use of CRM tools; assess competency and reinforce behavioural standards.
6. Manage third‑party vendors and CX projects (technology vendors, service partners), including scoping, delivery oversight and performance review.
7. Produce regular reporting and executive updates on CX performance, initiatives pipeline, and ROI of service investments.

1. Proven managerial experience in customer experience, clienteling, retail operations or CRM within premium or luxury retail.
2. Demonstrated success driving omnichannel initiatives and measurable improvements in customer satisfaction and commercial KPIs.
3. Exceptional stakeholder management with experience coordinating cross‑functional teams in fast‑paced retail environments.
4. Strong analytical capability with the ability to convert quantitative and qualitative insight into pragmatic action plans.
5. High standards of professionalism, discretion and alignment with luxury brand service expectations.

1. Customer experience strategy
2. Omnichannel retail and clienteling
3. CRM strategy and client database management
4. Voice of Customer (VoC) programs and NPS/CSAT analysis
5. KPI definition, dashboarding and performance reporting
6. Cross‑functional leadership and change management
7. Retail operations and service standardization
8. Training, coaching and frontline enablement

Typically 5+ years of progressive experience in customer experience, CRM or retail operations, including at least 2 years in a managerial or lead role within premium or luxury retail environments.

Bachelor’s degree in Business, Marketing, Retail Management or a related field, or equivalent professional experience.

Chanel cultivates an environment that blends heritage craftsmanship with contemporary commercial rigor, valuing discretion, attention to detail and creative excellence. The workplace emphasizes mentorship, high service standards and collaboration across global functions to sustain the brand’s elevated client promise.