- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Oct 16, 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.
Reporting to the Retail Director, the Fragrance and Beauty Retail Client Project Manager manages, grows and retains the client base across Chanel boutiques and La Rinascente department store locations nationwide. The role leads clienteling, CRM and customer experience initiatives, with a 70% field-based and 30% office-based split, and requires frequent travel (80%).
Role & Responsibilities
- Manage and develop the client portfolio across boutiques and department store locations, focusing on high-value clients (VIC/Top Clients) through local events, experiences and activities.
- Identify commercial opportunities and strategic engagement initiatives in collaboration with Retail Development and CRM to achieve results.
- Monitor client-related KPIs, including codification, retention and reactivation.
- Work with Boutique Managers and Stand Coordinators to implement personalized clienteling plans.
- Support teams in preparing appointments, follow-ups and one-to-one client activities.
- Conduct regular visits to provide training and align teams on CRM strategies.
- Manage invitation lists, attendance, post-event follow-up and results measurement.
- Monitor and manage Voice of Clients, sharing periodic reports.
- Manage boutique tools: Air Parfume, Vitality scanner and Wait While.
- Conduct periodic service analyses.
- Coordinate with Marketing to ensure alignment with the brand strategy.
- Build collaborative relationships with internal stakeholders, such as Fashion Client Managers, and external stakeholders, such as partner hotel concierges.
Qualifications
- Experience in clienteling, CRM and client experience roles.
- Ability to handle requests and complaints proactively and with a solution-oriented, service-focused approach.
- Experience with high-end clientele preferred.
- Accuracy and attention to detail, particularly in planning and organizing events, engagement activities and client-focused occasions.
- Ability to coordinate multiple activities simultaneously while maintaining high quality standards throughout the client journey.
- Proficiency with Excel, PowerPoint and Word.
- Availability for frequent travel (80%).
- Excellent written and spoken English; French is a plus.
Skills
Experience
2 years in clienteling, CRM and client experience roles.
Workplace
This position is based in Milan, Lombardy, Italy.
Explore jobs in Lombardy or in Italy.
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 «Fragrance and Beauty Clienteling Manager», «Retail CRM Project Manager», «Client Experience Project Manager», «Retail Client Relations Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.