Chanel Experience Lead
Chanel in Seoul seeks an Experience Lead to own omnichannel customer journeys and elevate client interactions across retail and digital channels.
Overview
Chanel is an independent, privately held luxury house renowned for haute couture, ready-to-wear, leather goods, accessories, beauty and fragrance. The brand is globally recognized for uncompromising craftsmanship, creative leadership and a meticulous approach to brand heritage, offering a highly curated workplace that blends artisanal savoir‑faire with strategic, global commerce operations.
Role & Responsibilities
- Define and execute an omnichannel customer experience strategy that aligns retail, digital and marketing initiatives with the Chanel brand proposition in the Seoul market.
- Lead cross‑functional programmes to design, implement and evolve customer journeys across online, in‑store and post‑purchase touchpoints.
- Partner with retail operations, e‑commerce, clienteling and CRM teams to deliver consistent, high‑value client interactions and personalised services.
- Own project delivery: set priorities, manage timelines, allocate resources and coordinate external vendors or agencies as required.
- Establish and monitor KPIs and qualitative metrics to measure experience performance, identify opportunities and drive continuous improvement.
- Provide leadership and mentorship to experience designers, project managers and cross‑functional stakeholders to embed best practices.
- Ensure all initiatives respect brand integrity and luxury service standards while meeting commercial objectives.
- Translate customer insight and market intelligence into tangible experience enhancements and operational improvements.
Qualifications
- Proven leadership in customer or experience roles within luxury goods, premium retail, hospitality or high‑end services.
- Demonstrable track record of shaping omnichannel journeys and delivering measurable improvements to customer engagement or revenue.
- Strong stakeholder management skills with experience coordinating across retail, digital product, marketing and third‑party vendors.
- Excellent analytical aptitude — able to interpret quantitative and qualitative customer data to guide decisions.
- Exceptional communication and presentation skills adapted to senior stakeholders and cross‑disciplinary teams.
- Ability to operate with high attention to detail and to uphold exacting brand and service standards.
Skills
Experience
Minimum of 5 years of progressive experience in customer experience, retail operations, digital product or related functions, with prior responsibility for leading projects or small teams in a luxury or premium environment.
Education
Bachelor’s degree in business, marketing, design, service design or a related discipline; advanced degree or equivalent professional training is advantageous.
Workplace
The role is situated in Seoul, Seoul, South Korea. There are currently 583 open positions in Seoul on Cerulean, with 12 added recently. Across South Korea, Cerulean lists 716 open roles — 19 of them newly added.
Culture
Chanel cultivates a culture of creative excellence, precision and respect for heritage while encouraging cross‑disciplinary collaboration. Employees operate in a high‑expectation environment where craftsmanship and commercial rigor coexist, and professional development is supported through mentorship and exposure to global luxury practices.
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.