Chanel Group Director, Client Experience Program Management

New York • USA

Monday, May 12, 2025

Chanel, a prestigious name in luxury fashion, 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 company values diversity and inclusion, believing that the uniqueness of each individual enhances the effectiveness of its teams.

1. Ensure seamless governance and execution of marketing automation strategies across multiple channels.
2. Drive the marketing platform product roadmap in collaboration with Business and Tech to support CRM capabilities.
3. Responsible for business sign-off on changes impacting the digital marketing platform and functional journeys.
4. Lead program and journey prioritization based on business goals and client needs.
5. Drive behavioral and lifecycle marketing program strategy and oversee implementation.
6. Develop and manage direct mail and sampling strategies.
7. Oversee forecasting and inventory of samples and gifts to ensure seamless execution.
8. Support priority campaigns through sampling with a focus on operational efficiency and loyalty-driven tactics.
9. Foster strong relationships with internal teams, bridging Digital, Tech, and Business.
10. Manage vendor relationships to align on strategy and drive execution.
11. Drive innovation and testing to introduce new engagement channels and optimize program performance.
12. Lead the testing strategy to optimize and improve touchpoints within the communication journey.
13. Partner with Client Intelligence and Data teams to monitor activated client segments and identify growth opportunities.
14. Manage budgets, SOWs, and vendor negotiations.
15. Lead ongoing upskilling and training to maintain cutting-edge expertise within the team.

1. Minimum of 10 years leading customer lifecycle and retention marketing, mar-tech strategy and execution.
2. 6+ years improving marketing processes or developing strategy.
3. Deep, hands-on Salesforce Marketing Cloud expertise.
4. Bachelor's degree, or higher, preferred.

1. Strategic vision and execution balancing long-term goals with short-term action plans.
2. Leveraging data-driven insights to craft seamless, brand-relevant client experiences.
3. Deep understanding of the digital landscape, CRM tools, and CDP platforms.
4. Ability to manage projects, troubleshoot challenges, and provide solutions.
5. Precision in business rules, program setup, technical logic, and data analysis.
6. Strong storytelling and interpersonal skills for presenting ideas and leading discussions.
7. Hands-on, tactical leadership in cross-functional teamwork.
8. Adaptability in navigating change in a dynamic environment.

A minimum of 10 years in customer lifecycle and retention marketing, with recent expertise in Salesforce Marketing Cloud.

Bachelor's degree, or higher, preferred.

The anticipated base salary range for this position is $134,900 - $184,500. Base salary is one component of the total compensation, which may include bonus potential, benefits, and/or perks.

Chanel offers a comprehensive benefits package including dedicated paid time off for wellbeing, family and caregiving benefits, generous paid time off policies, 401K, robust healthcare offerings, life insurance, and additional perks such as commuter transit and parking benefits.

Chanel fosters a culture of inclusivity, diversity, and personal growth. The company encourages employees to understand the brand deeply and contribute to its legacy of cultural engagement and sustainability. Chanel supports employee development through various programs and initiatives, promoting a respectful and empathetic workplace.