Chanel Head of Client Experience

New York • USA

Tuesday, April 22, 2025

Chanel, a renowned name in the luxury fashion industry, is committed to fostering an inclusive culture that encourages personal growth and collective progress. As part of a prestigious conglomerate, Chanel offers a unique work environment where employees are motivated to understand the brand deeply and contribute to its legacy of excellence.

1. Develop and lead a transformative client experience strategy that integrates client insights with data-driven, end-to-end client journeys.
2. Oversee the execution of an automated CRM strategy leveraging analytics and emerging technologies to enhance brand loyalty and engagement.
3. Drive AI-driven personalization and UX research strategies to enhance client engagement while maintaining brand aesthetics.
4. Lead innovative performance and growth marketing strategies, ensuring alignment with media strategies and optimizing channel innovation.
5. Establish and monitor advanced KPIs to identify actionable insights and opportunities for innovation.
6. Collaborate with divisions to develop an omnichannel loyalty strategy, enhancing client relationships and brand loyalty.
7. Foster a culture of collaboration and innovation, empowering the team to drive meaningful change.
8. Inspire and mentor team members through personalized coaching and development.
9. Champion the development of organizational capabilities, elevating CX expertise through advanced strategies.
10. Lead transformative change across the organization, influencing cross-functional teams to adopt innovative practices.

1. Minimum of 20 years' experience in CRM, digital marketing, and client experience roles.
2. At least 10 years in a leadership capacity managing teams.
3. Advanced proficiency in data-driven decision making and client lifecycle optimization.
4. Strong financial, analytical, and organizational skills with mastery of Excel and PowerPoint.
5. Proven track record in driving and developing teams, fostering a culture of creativity and collaboration.
6. Strong enthusiasm for digital eCommerce, personalization, and client experience.
7. Strategic thinking with strong analytical skills to translate insights into actionable plans.
8. Exceptional presentation skills with the ability to articulate complex concepts to senior leadership.

1. Leadership and team management
2. Data-driven decision making
3. Client journey mapping
4. CRM and digital marketing expertise
5. Strategic thinking and analytical skills
6. Exceptional communication and presentation skills
7. Proficiency in Excel and PowerPoint
8. Innovative problem-solving

Minimum of 20 years in CRM, digital marketing, and client experience roles, with at least 10 years in leadership positions.

Bachelor's degree in business, digital marketing, or a related field; MBA preferred.

The anticipated base salary range is $248,600 - $330,000, with potential for bonus and other forms of variable pay.

Comprehensive wellbeing resources, family and caregiving benefits, generous paid time off policies, 401K, robust healthcare offerings, life insurance, and additional perks.

Chanel is dedicated to creating a work environment that promotes diversity, inclusion, and sustainability. The company encourages employees to engage with their communities and supports cultural engagement through various initiatives. Chanel values the diversity of its people and fosters a respectful and empathetic workplace.