Chanel Retail Customer Strategy Manager
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Aug 17, 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 Retail Customer Strategy Manager position in Nanjing, China. Lead boutique customer development strategy, analytics, and CRM initiatives.
Role & Responsibilities
- Develop and execute annual/quarterly customer development strategies aligned with boutique business objectives, with ongoing monitoring of key performance indicators and identification of customer behavior trends, segmentation opportunities, and business growth potential
- Design and maintain boutique-level customer analytics dashboards and diagnostic frameworks; deliver strategic insights reports and decision recommendations to boutique management on a regular basis
- Oversee strategic customization and implementation of brand customer relationship programs at the boutique level, tracking and analyzing project effectiveness while driving continuous optimization
- Plan, coordinate, and execute boutique-level customer activities and experiences, including target-setting, strategic planning, resource coordination, and post-event analysis to ensure alignment with customer development objectives
- Ensure effective in-store execution of product-series customer communication strategies and integrate stakeholder feedback
- Act as customer relationship domain expert to boutique management and all employees, communicating customer development strategies, sharing data analytics insights, and aligning team understanding of market best practices
- Collaborate closely with store manager and customer relationship specialists to ensure consistent implementation of customer policies and strategies across daily operations
- Define customer activity objectives, establish target plans, coordinate with boutique teams on activity delivery requirements, and consolidate feedback from customers and retail associates
Qualifications
- Bachelor's degree or higher
- Proficiency in English (both spoken and written)
- Minimum 5 years of experience in customer relationship management, customer strategy, or business analytics; prior retail experience in fashion/luxury sector at boutique level preferred
- Outstanding independent data analysis and strategic planning capabilities with ability to develop actionable customer strategies from store data
- Strong business acumen with ability to proactively identify and resolve problems while driving customer performance growth
- Exceptional leadership, communication, and coordination skills with demonstrated proficiency in multi-project management
- Deep understanding of and passion for customer relationship management with strong learning orientation
- Advanced proficiency with Microsoft Excel, Power BI, CRM systems, and other data analytics tools
- International education or work experience is advantageous
Skills
Experience
Minimum 5 years in customer relationship management, customer strategy development, or business analytics roles. Prior experience in luxury or fashion retail at the boutique operational level is preferred. Demonstrated success in developing and executing customer-focused strategies that drive measurable business results.
Education
Bachelor's degree or higher in business, marketing, data analytics, or related discipline.
Workplace
The role is situated in Nanjing, Jiangsu, China.
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 Manager», «CRM Strategy Specialist», «Boutique Customer Strategist», «Client Relations 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.