Chanel Senior Client Journey Manager
- Employment
- Full-Time
- Seniority
- Senior
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Mar 13, 2026
About Chanel
Chanel is a privately held global maison renowned for haute couture, ready-to-wear, leather goods, fragrances and beauty. As an employer, Chanel combines artisanal craftsmanship and creative direction with rigorous commercial discipline, offering roles that engage global brand stewardship within a highly curated luxury environment.
Chanel seeks a Senior Client Journey Manager in Shanghai to design and deliver exceptional, locally relevant client experiences aligned with global frameworks.
Role & Responsibilities
- Develop the client journey vision and define long-term and short-term objectives based on client strategies that recruit new clients, enhance existing client experience and engagement, and strengthen long-term relationships
- Act as the single point of contact to design and deliver a singular, locally relevant, end-to-end client journey, ensuring integration with both regional and global frameworks
- Oversee the comprehensive client program, consolidating client gestures, communications, experiences and pampering initiatives to delight and inspire clients at every touchpoint with clear and regular ROI tracking
- Proactively explore client journey enhancement and enrichment opportunities based on data insights and qualitative research
- Manage the overall client relationship budgeting and exercise strong stewardship in allocating and rebalancing budget across priorities
- Seamlessly connect and elevate the physical journey with a mapped digital client journey by leveraging omni-channel touchpoints and digital clientelling tools, ensuring a cohesive and engaging experience
- Drive the modernization of digital clientelling tools and the digital service ecosystem, accelerating transformation through technological agility and client insights
- Lead digital test and learn pilot projects and steer the digital transformation of client journey together with IT and Retail teams
- Manage and own the digital journey roadmap and backlog serving client journey priorities, working closely with IT for on-time, on-budget and on-quality delivery
- Partner closely with retail teams to ensure client journey targets and objectives are aligned with retail objectives at national, regional and boutique level
- Adapt and activate client journey and use cases per OBOS client priorities
- Track client journey effectiveness and target achievement at OBOS level and explore gaps and opportunities for improvement
- Ensure all client engagement and journey is driven by genuine connection, positive emotions, and outstanding service
- Uphold brand singularity and relational promise with clients, seamlessly integrating these values into every client touchpoint and experience
- Empower teams to deliver personalised, excellent service that exceeds client expectations
Qualifications
- Minimum 12 years of relevant working experience with at least 3 years in a senior leadership or cross-functional management role
- Digital project/experience is mandatory
- Retail insights and experience is highly desirable
- Hybrid of strategy consulting and in-house experience, preferably in luxury retail or premium DTC retail brands
- Strategic thinking ability with capacity to develop and implement client journey strategies
- Inspirational leadership skills with a track record of managing, mentoring, and mobilising cross-functional teams
- Proficiency in interpreting client data, KPIs, and feedback to drive continuous improvement
- Deep understanding of digital clientelling platforms, emerging technologies, and best practices in retail environments
- Exceptional written and verbal communication skills for influencing stakeholders and managing change
- Skilled in building strong relationships with internal and external partners, managing expectations, ambiguity and conflicts
- Active learner, agile and resilient
Skills
Experience
At least 12 years of relevant working experience in client engagement, retail strategy, or customer experience management, with a minimum of 3 years in a senior leadership or cross-functional management capacity. Digital project experience is mandatory. Retail insights and experience is a strong asset, as is a hybrid background combining strategy consulting with in-house experience in luxury retail or premium direct-to-consumer retail brands.
Education
Not specified
Workplace
This position is based in Shanghai, Shanghai, China.
Culture
Chanel’s workplace blends a respect for time-honoured craftsmanship with contemporary commercial rigour. The culture prizes discretion, creativity and excellence, encouraging collaborative problem-solving across regional and global teams while maintaining a relentless client focus.
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 «Client Experience Strategy Director», «Senior Customer Journey Lead», «Client Relationship Strategy Manager», «Senior Luxury Client Engagement 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.