Chanel Boutique Customer Experience (CEM) Expert
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 19, 2026
About Chanel
Chanel is a privately held Parisian maison renowned for haute couture, ready-to-wear, leather goods, accessories, fragrances and beauty. The brand operates a global network of boutiques and maintains exacting standards of craftsmanship, discretion and client service; as an employer it expects professional excellence and deep brand commitment.
Chanel — Guangzhou: Boutique Customer Experience (CEM) Expert role in Guangzhou driving CRM, clienteling and boutique loyalty initiatives.
Role & Responsibilities
- Define and implement the boutique-level customer experience and clienteling strategy aligned with regional and global CRM objectives.
- Translate CRM data into actionable customer segments, personalized service plans and targeted communication for VIP and core clients.
- Design and run boutique initiatives — private events, trunk shows, and bespoke services — to drive loyalty, conversion and wallet share.
- Train and coach boutique teams on client approach, clienteling tools, sales techniques and the delivery of personalised luxury service.
- Monitor KPI performance (client penetration, retention, AOV, conversion) and provide regular reports and insights to regional stakeholders.
- Coordinate cross-functionally with regional CRM, sales, merchandising and marketing teams to ensure consistent client journeys.
- Ensure strict compliance with brand service standards and applicable customer data protection regulations.
- Act as the local subject-matter expert for customer experience projects and pilot new clienteling tools or workflows in the boutique.
Qualifications
- Proven experience in clienteling, CRM or customer experience within luxury retail or premium boutiques.
- Demonstrated ability to convert customer analytics into targeted programs that increase engagement and sales.
- Experience coaching or training retail teams and driving adoption of client-focused processes.
- Strong organisational skills with the capacity to manage events and multi-stakeholder initiatives.
- Familiarity with customer data privacy requirements and best practices in client information handling.
- Bachelor's degree in business, marketing, hospitality or related discipline preferred.
Skills
Experience
Typically 3–5 years of progressive experience in CRM, clienteling or customer experience roles within luxury retail, with proven results in client engagement, retention and boutique performance.
Education
Bachelor's degree in business, marketing, hospitality or a related field preferred.
Workplace
The role is situated in Guangzhou, Guangdong, China.
Culture
Chanel cultivates a discreet, client-centric culture anchored in craftsmanship and excellence. The boutique environment is collaborative and fast-paced, rewarding attention to detail, impeccable service and deep brand stewardship.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Chanel, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Experience Manager», «Customer Engagement Strategist», «Boutique CRM Specialist», «Clienteling & Loyalty Officer», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.