Chanel Senior Client Journey Manager

Chanel is a privately held global maison renowned for haute couture, ready-to-wear, leather goods, fragrances and beauty. As an employer, Chanel combines artisanal craftsmanship and creative direction with rigorous commercial discipline, offering roles that engage global brand stewardship within a highly curated luxury environment.

1. Define and own the end-to-end omnichannel client journey for the Shanghai market, translating global CX principles into locally relevant programs.
2. Develop and execute CRM-driven lifecycle strategies to acquire, convert and retain high-value clients across retail, e‑commerce and events.
3. Collaborate with retail, marketing, digital and clienteling teams to design integrated campaigns, personalised touchpoints and VIP experiences.
4. Lead cross‑functional projects from concept through implementation, ensuring timely delivery, budget control and measurable impact on KPIs.
5. Generate actionable insights from client data, segmentation and behaviour analysis to inform product, communications and service decisions.
6. Design and monitor performance dashboards and reporting frameworks to track client metrics (LTV, conversion, retention, ROI).
7. Coach and align store leadership and client advisors on journey standards, service scripts and personalised approaches.
8. Manage relationships with external vendors and agencies when required (technology partners, analytics providers, creative agencies).

1. Bachelor’s degree in Business, Marketing, Luxury Management or related field; advanced degree preferred.
2. Minimum 6 years’ experience designing client journeys, CRM or loyalty programs, preferably within luxury retail or premium beauty.
3. Proven ability to lead cross‑functional teams and drive change in a complex, matrixed organisation.
4. Strong analytical mindset with experience using client data to define segmentation, targeting and measurement frameworks.
5. Exceptional stakeholder management and communication skills; ability to influence senior leaders and frontline teams.
6. Fluency in Mandarin and professional proficiency in English preferred for communication across local and regional stakeholders.

1. Client journey mapping
2. Omnichannel strategy and execution
3. CRM and clienteling strategy
4. Customer lifecycle management
5. Data analysis and insight generation
6. KPI definition and performance reporting
7. Project management and roadmap delivery
8. Stakeholder engagement and change management
9. Advanced Microsoft Excel
10. Presentation skills (PowerPoint)

At least six years of progressively responsible experience in client experience, CRM, or customer lifecycle roles, with demonstrable success in luxury retail or premium consumer brands. Experience leading omnichannel programs, working with retail and digital operations, and translating data into commercial outcomes is essential.

Bachelor’s degree in Business, Marketing, Luxury Management or a related discipline; Master’s degree or MBA preferred.

Chanel’s workplace blends a respect for time-honoured craftsmanship with contemporary commercial rigour. The culture prizes discretion, creativity and excellence, encouraging collaborative problem-solving across regional and global teams while maintaining a relentless client focus.