Chanel CRM and Client Engagement Specialist

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.

Role & Responsibilities

• Translate the marketing plan into a CRM strategy, build the campaign calendar and manage activations across communication channels.
• Define target audiences, segments and communication journeys, then analyse results to identify optimisation opportunities.
• Manage loyalty initiatives and use client data to deepen customer knowledge and strengthen commercial performance.
• Support sales teams in using CRM tools and provide user assistance.
• Manage the evolution and rollout of CRM projects in the market, coordinating with regional teams.
• Serve as the point of reference for client relationship and data analysis tools.
• Define and coordinate in-store client experiences, services and events, from concept through performance monitoring.
• Work closely with Training and Visual Merchandising teams to ensure execution meets brand standards and image.
• Measure results, share insights and recommend appropriate improvements.
• Identify and implement improvement opportunities based on client feedback, frontline team input and performance analyses.
• Structure the processes and tools needed to track campaigns, data, CRM projects and reporting.

Qualifications

• Higher education in marketing, communications, management, business or an equivalent field.
• At least 3–4 years of experience in CRM, client experience, relationship marketing or project management, ideally in luxury, beauty or retail.
• Strong command of CRM campaign management, segmentation and client data analysis.
• Experience using CRM and data analysis tools; knowledge of Salesforce and CARAT / Imagino is an asset.
• Very good command of Excel and PowerPoint.
• Strong interest in client experience and omnichannel challenges.
• Knowledge of the Swiss market and beauty industry is an advantage.
• Strong customer sensitivity and affinity with the luxury sector.
• Analytical mindset, with the ability to turn data into actionable recommendations.
• Excellent project management, organisational and coordination skills.
• Rigour, attention to detail and a focus on quality of execution.
• Ability to manage several priorities simultaneously.
• Strong interpersonal skills and the ability to support and train frontline teams.
• Autonomy, proactivity and results orientation.
• Team spirit and a collaborative approach.
• Fluent French, spoken and written; fluent German; fluent English.

Skills

Experience

At least 3–4 years in CRM, client experience, relationship marketing or project management; ideally in luxury, beauty or retail.

Education

Higher education in marketing, communications, management, business or an equivalent field.

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.