Chanel Customer Experience Product Manager

Paris • France

Tuesday, February 11, 2025

Chanel, a prestigious leader in the luxury industry, is renowned for its exquisite craftsmanship and innovative designs. As part of a global conglomerate, Chanel offers an unparalleled range of high-end products including ready-to-wear, leather goods, accessories, perfumes, and more. The brand is committed to fostering creativity and excellence, investing significantly in human resources, research, and development. Chanel's workplace is an embodiment of its dedication to luxury, culture, and innovation.

1. Ensure effective handover with the existing team and support the optimization and modernization of tools for product documentation and customer experience tracking.
2. Map omnichannel use cases to create a holistic view of the customer journey and identify optimization opportunities through a structured product roadmap.
3. Lead the migration of triggers to the new Customer Engagement Platform.
4. Design customer-centric experiences that align with business and product objectives, proposing and testing innovative approaches.
5. Collaborate with Tech/IT and design/UX teams to create intuitive consumer journeys and accessible interfaces.
6. Define and communicate use case requirements, user stories, and acceptance criteria to development teams.
7. Develop and maintain comprehensive product documentation, including customer interactions and key performance indicators.
8. Collaborate with cross-functional teams to set up analytics dashboards and monitor use case KPIs for customer experience improvement.
9. Oversee customer engagement rates and share quarterly results and recommendations with the Marketing Performance Analyst.

1. Bachelor’s degree in digital, marketing, communication, or related field (Master’s degree preferred).
2. 4-8 years of experience in customer service, digital transformation, and/or optimizing customer engagement processes.

1. Excellent communication and interpersonal skills.
2. Strong analytical and problem-solving abilities.
3. Leadership and team management capabilities.
4. Customer-centric mindset and empathy.
5. Adaptability and emotional intelligence.
6. Proficiency in data analysis and A/B testing.

4-8 years of experience in customer service, digital transformation, and/or optimizing customer engagement processes.

Bachelor’s degree in digital, marketing, communication, or related field (Master’s degree preferred).

Chanel offers a dynamic and inclusive work environment that supports personal growth and collective progress. Employees are valued for their unique perspectives, experiences, and potential contributions to the brand's success.

Chanel is committed to creating an inclusive culture that nurtures personal growth and contributes to collective progress. The company values diversity, complementarity, and effectiveness, encouraging applications from individuals who bring unique perspectives and experiences.