Chanel Senior CX & Client Loyalty Professional

Chanel is an independent, global luxury fashion house renowned for its couture, leather goods, watches, jewellery and fragrances. As an employer, Chanel emphasises craftsmanship, creative excellence and impeccable client service, offering an international, high-performance environment where brand heritage and innovation intersect.

1. Define and execute the client loyalty and retention strategy for the Korean market, aligned with global brand objectives.
2. Design and operate VIP and tiered loyalty programmes that enhance lifetime value and brand advocacy among high-value clients.
3. Plan, deliver and optimise CRM campaigns and lifecycle marketing across digital and in-store touchpoints.
4. Segment client databases and apply data-driven approaches to personalise communications and offers.
5. Partner closely with retail, marketing, e‑commerce and analytics teams to ensure a seamless omnichannel client experience.
6. Set and monitor KPIs (retention, CLV, campaign ROI, engagement) and produce actionable performance reports for senior stakeholders.
7. Manage external vendors and technology partners (CRM platforms, analytics providers) and ensure compliance with local data protection laws.
8. Coach and influence cross-functional teams; act as subject-matter expert on luxury client relationship best practices.

1. Bachelor’s degree in Marketing, Business, Analytics or related field; advanced degree or specialised training preferred.
2. Fluent Korean with strong professional English communication skills.
3. Proven experience in loyalty, CRM or customer experience roles within luxury retail or premium consumer brands.
4. Track record of designing and scaling VIP programmes and personalised client journeys.
5. Strong analytical aptitude with experience using data to drive segmentation, testing and optimisation.
6. Excellent stakeholder management, project leadership and vendor coordination capabilities.

1. CRM strategy and execution
2. Loyalty programme design
3. Customer segmentation and lifecycle marketing
4. Campaign planning and A/B testing
5. KPI definition and ROI analysis
6. Salesforce (CRM) and Salesforce Marketing Cloud (or equivalent)
7. Adobe Campaign (or equivalent marketing automation)
8. Excel (advanced), SQL or BI tools such as Tableau/Power BI
9. Cross-functional stakeholder management
10. Knowledge of local data privacy requirements (e.g., Korea Personal Information Protection Act)

Minimum 5+ years of progressively responsible experience in CRM, loyalty, or customer experience within luxury retail or premium consumer goods, with demonstrable results building client retention strategies and managing cross-channel programmes.

Bachelor’s degree in Marketing, Business, Analytics or related field; master's degree or relevant certifications preferred.

Chanel cultivates a workplace that balances respect for artisanal heritage with contemporary creativity and commercial rigour. Employees operate in a collaborative, detail-oriented environment where client service, discretion and brand stewardship are paramount.