Chanel Senior Spa and Skincare Client Experience Project Manager

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.

Role & Responsibilities

• Contribute to the spa strategy, including positioning, experience model and communications model, alongside the Offline Services & Cabins Development Manager.
• Develop the spa offering as a growth lever for skincare, client relationships and loyalty.
• Define the in-cabin treatment offering in close collaboration with Retail Education and International Marketing.
• Develop and lead the three-year plan for new in-cabin treatments and in-store skincare services, ensuring a coherent and relevant client journey across both environments.
• Define treatment and service concepts, including duration, positioning, pricing, reference creation and follow-up of any pilots.
• Contribute to treatment cost and profitability definition and review the overall P&L and spa financial performance with Offline Distribution and Finance.
• Track in-cabin treatment performance; help define, standardise and manage treatment and spa performance KPIs, and implement dashboards with Data and Retail teams.
• Build client insight by briefing and tracking research studies, framing needs, defining scope and budget, analysing findings and translating them into strategic recommendations.
• Conduct in-depth competitive monitoring across spa, cabin, wellness and wellbeing markets.
• Contribute to defining offerings by cabin type and optimising treatment spaces, including preparing architecture briefs with Merchandising, Retail Education and Artistic Direction.
• Maintain and continuously update the global cabin network with Offline Distribution teams.
• Manage treatment offerings and menus by market in line with local strategies and distribution priorities.
• Support rollouts and service-menu updates, and coordinate regularly with regions and key markets.
• Define the assortment and oversee development of linens and equipment specific to cabins, including briefs and follow-up, with Merchandising teams.
• Provide operational support and maintain regular communications with markets.
• Define briefs and professional product needs for cabins to optimise ranges and costs, including cost impact analysis, quantitative estimates and formalisation of requirements.
• As a key partner to International Marketing, track product development progress to ensure professional products meet the needs of the cabin offering, markets and client experience.
• Define and optimise the full in-cabin client journey before, during and after treatments, ensuring a distinctive and coherent ritual aligned with the brand’s luxury standards.
• Brief and manage development of associated tools, including health questionnaires, beauty prescriptions, gifting guidelines with International Marketing, and catering with Offline Distribution.
• Contribute to 360° communications across touchpoints, including copy, visuals, rights management and adaptation of assets for each contact point.
• Define and manage the design of print tools and cabin-offering menus, and ensure their regular updating, including showcards, brochures, price inserts, treatment descriptions and other client information materials.

Qualifications

• At least 10 years of experience in client experience or client relations, hospitality, and ideally cabins, spas, wellness or beauty.
• Higher education, such as a business school degree or equivalent.
• Strong client orientation and a commitment to elevating luxury experiences and creating high-value services.
• Ability to develop and champion a long-term strategic vision, with a strong understanding of business challenges, particularly spa, skincare and client-loyalty development.
• Visionary and conceptual thinking, with the ability to identify opportunities, anticipate market developments and turn client insights into actionable recommendations.
• Entrepreneurial spirit, creativity and strong analytical ability.
• Curiosity, autonomy and passion for the profession and wellness, with ease working in complex, international environments.
• Strong operational responsiveness and rigorous attention to detail, execution quality and consistency of the experience.
• Constructive, enthusiastic and rigorous project management from design through deployment, with a proactive approach.
• Comfort working in project-based and cross-functional environments; ability to unite diverse stakeholders through clear communication, natural leadership and energy.
• Enjoyment of collaborative teamwork based on respect, listening, exchange and openness to challenge.
• Proficiency in Adobe Suite, Excel, PowerPoint and Word.
• Fluent English.

Skills

Experience

At least 10 years in client experience or client relations, hospitality, and ideally cabins, spas, wellness or beauty.

Education

Higher education, such as a business school degree or equivalent.

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.