Chanel Manager, Analytics & Optimization — Client Care

Chanel is a leading independent French luxury house renowned for its haute couture, ready-to-wear, accessories, fragrance and beauty lines. As an employer, the brand combines a legacy of craftsmanship and aesthetic excellence with a strategic investment in digital, client experience and data-driven decision making.

1. Lead analytics and optimization initiatives for Client Care, translating client data into actionable programmes that improve retention, satisfaction and lifetime value.
2. Define and monitor KPIs, build executive dashboards and deliver regular performance reporting to senior stakeholders across customer service, CRM and commercial teams.
3. Design and execute A/B and multivariate tests, journey optimisation experiments and personalization strategies to increase effectiveness of client interactions across channels.
4. Develop segmentation, propensity and CLTV models to inform prioritization, resourcing and targeted client outreach.
5. Partner closely with CRM, digital, operations and IT to operationalize insights into scalable workflows, automation and personalised experiences.
6. Manage external vendors and internal resources for analytics delivery, ensuring robust data governance, privacy compliance and reproducible measurement frameworks.

1. Proven ability to convert complex data into clear commercial recommendations and measurable programmes.
2. Strong stakeholder management and presentation skills with experience influencing senior leadership.
3. Solid understanding of customer lifecycle metrics, segmentation, experimentation and attribution methodologies.
4. Experience implementing analytics within CRM-driven environments and operationalising models into production.
5. Commitment to maintain data privacy and compliance standards (e.g., GDPR) within analytical workflows.

1. SQL
2. Python
3. R
4. Tableau
5. Looker
6. Google Analytics
7. Salesforce
8. Optimizely
9. Excel

Approximately 5+ years in customer analytics, CRM analytics, data science or a related field, with at least 2 years in a people-management or project leadership role delivering cross-functional analytics programmes.

Bachelor's degree in Data Science, Statistics, Economics, Business, Computer Science or a related discipline; advanced degree preferred.

Chanel cultivates a workplace where artisanal heritage and creative excellence intersect with strategic innovation. The environment rewards meticulous attention to detail, a client-centric mindset and collaborative cross-functional problem solving.