Chanel Senior CRM Manager

London • UK

Wednesday, November 5, 2025

Chanel, a paragon of luxury and elegance, operates as an independent entity committed to fostering creativity, nurturing human potential, and making a positive global impact. As part of its prestigious heritage, Chanel is renowned for its dedication to innovation and excellence, particularly within its Fragrance & Beauty division. The brand's ethos, inspired by its founder Gabrielle Chanel, emphasizes individuality and the empowerment of its clientele through exceptional products and experiences.

1. Develop and implement strategies to enhance client engagement, retention, and loyalty, ensuring alignment with business objectives and luxury positioning.
2. Lead and inspire local teams, supporting UK region markets in defining and executing a comprehensive CRM strategy.
3. Oversee client communication strategy by channel and segment throughout the client lifecycle, supporting brand campaigns to drive engagement and conversion.
4. Analyze and develop recommendations for client journeys across omnichannel touchpoints to increase efficiency and engagement.
5. Oversee the VIC clients program to create initiatives that drive value and loyalty.
6. Drive the client gifting strategy in the UK, encouraging surprise, delight, and recognition to enhance loyalty.
7. Support the ambition to offer luxury and personalized experiences through clienteling, partnering with Retail and Training to develop bespoke programs.
8. Lead the development and optimization of client projects and tools, driving innovation to enhance the client experience.
9. Champion local and global data topics to ensure a seamless omnichannel client experience.
10. Manage the F&B Client Database, driving growth and maintaining database health to increase client engagement.
11. Conduct monthly analyses and reporting on client KPIs to identify trends and opportunities for improvement.
12. Manage and develop the team, energizing and maximizing departmental performance.
13. Champion CRM innovation across communication channels and client tools to enhance client experiences with Chanel.

1. Visionary with a passion for CRM and a deep understanding of consumer behavior.
2. Excellent understanding and experience in the Beauty or Luxury industry.
3. Proven track record of motivating teams.
4. Strong strategic planning, analytical, communication, and presentation skills.

1. Strategic planning
2. Analytical thinking
3. Communication
4. Team leadership
5. Client relationship management

Extensive experience in CRM management within the beauty or luxury industry, with a proven track record of team motivation and strategic planning.

Chanel offers a comprehensive benefits package designed to support employees' professional and personal lives, including private medical insurance, pension plans, life assurance, retail discounts, employee assistance programs, and lifestyle perks such as arts and culture ticket discounts and product discounts.

Chanel is dedicated to fostering an inclusive culture that nurtures personal growth and collective progress. The company values the uniqueness of each individual, which enhances team diversity and effectiveness. Chanel encourages applications from diverse backgrounds, valuing the perspectives and experiences that contribute to the brand's success.