Chanel Client Communication & Journeys Strategy Manager
- Employment
- Full-Time
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Jul 21, 2026
About Chanel
Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.
Chanel seeks Client Communication & Journeys Strategy Manager in Neuilly-Sur-Seine, France. Lead global CRM and customer engagement strategy for Fragrances & Beauty division.
Role & Responsibilities
- Define and own the global client communication strategy across the entire customer lifecycle, aligning with business priorities and the Maison's positioning
- Develop comprehensive omnichannel communication strategy spanning Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other regional messaging ecosystems
- Establish communication principles, governance and best practices across all regions and markets to ensure consistency, relevance and excellence
- Design and continuously evolve end-to-end 360° customer journeys across acquisition, onboarding, engagement, loyalty and clienteling
- Define the strategic role of every customer communication touchpoint within the customer experience and optimize communication pressure
- Lead the development of customer experience and relationship strategies for all 360° brand campaigns, translating brand objectives into impactful client engagement initiatives
- Partner across the organization as a strategic collaborator, fostering strong cooperation with global teams (Artistic Direction, Marketing, Retail, E-business) and regional teams
- Work closely with other Client Experience & Relationships Teams (Data, Loyalty, O2O, Online and Offline Services) to ensure integrated strategy execution
- Define strategic KPIs and success metrics to measure business impact and customer engagement
- Champion innovation in customer engagement and communication experiences, promoting a culture of experimentation, testing and continuous improvement
- Lead, coach and inspire a team of approximately 10 professionals, creating an environment that encourages collaboration, innovation and continuous development
Qualifications
- Minimum 15 years of experience in Customer Experience, CRM Strategy, Customer Communications, Campaign Management or Relationship Marketing
- Significant experience within the Luxury and/or Beauty industry, with deep understanding of premium customer expectations and brand experience
- Proven experience defining and implementing global customer communication strategies in an international organization
- Extensive knowledge of customer communication ecosystems including Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other market-specific channels
- Excellent stakeholder management skills with ability to influence senior executives and lead cross-functional initiatives in a matrix organization
- Experience in Strategic Planning (agency or client-side) is a strong advantage
Skills
Experience
Minimum 15 years of progressive experience in Customer Experience, CRM Strategy, Customer Communications, Campaign Management or Relationship Marketing within leading Luxury or Beauty brands operating in global environments. Demonstrated success in defining and implementing global customer communication strategies across international markets with expertise in omnichannel engagement, customer lifecycle management and premium brand positioning.
Education
Not specified
Workplace
This position is based in Neuilly-sur-Seine, Île-de-France, France, within easy reach of Paris.
Culture
Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.
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 «Customer Experience Strategy Director», «CRM Communications Lead», «Client Engagement Strategy Manager», «Customer Journey & Touchpoint Director», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.