Boutique Client Engagement Expert/Specialist

We are looking for passionate and client-service oriented individuals to join our ranks as a Boutique Client Engagement Expert/Specialist! Your mission is to Elevating client experience to develop long-term loyalty of clients with the brand. You will play a key role in cultivating a client-centric culture within the boutique and across all Fashion Advisors by constantly advocating the importance of client engagement and by helping to strengthen Fashion Advisors’ skills at Clienteling, equipping them with maximum information about existing and future clients.

You will play key role to implement and initiate Client Strategy in order to achieve Marketing’s objectives and goals for Boutique level. You will also have to bridge with the Marketing team to provide insights and build on client intelligence in order to define the right client engagement actions to attract and retain them.

Location: Boutique

What impact you can create at Chanel

Promote a client-centric culture within the Boutique

• Supports the Boutique Management (Head of Boutique and Deputy Head of Boutique) in driving a client-centric culture within the boutique to champion client engagement so as to develop long lasting relationships with clients and to ensure that the Brand is perceived as the ultimate Service Destination.

• Gathers and shares the service achievements and success stories in order to celebrate, to inspire and to motivate the boutique teams to surpass the expectations of customers.

• Supports Boutique Management in sustaining Client Service Values as a mindset.

• Act as a champion for iCoco (Internal Client’s Portfolio Tools) and encourage Fashion Advisor to leverage on the tools for clientele

• As part of the Boutique team, participates in and supports day-to-day Operations as directed by Boutique Management.

• Luxury Fashion competition awareness: proactively seek out competitors’ information on Client Relationship or Experiences related activities, events, services and regularly reports to Boutique Management and Marketing team.

Support Boutique Management to implement client strategy at boutique level

• Understands Customer Relation Management (CRM) strategy, client segmentation and objectives of marketing activities and tools, and translates them into boutique operational actions.

• Holds regular meetings with Marketing team to bridge Office and Boutique updates.

• Works closely with Marketing and Boutique teams to select customers based on Client activity / events objectives.

Client Development

• Understands the clients and their behaviors in the Boutique and be able to address the issues in order to improve client’s performance.

• Manage and act as a center to support team on building long term relationships with clients using a diverse range of tools and touch points like spontaneous gestures, in-boutique Client activities, exclusive services etc.

• Responsible for budget of Spontaneous gestures and Gifting management with priority base on key clients’ portfolio

• Reviews at agreed intervals with Fashion Advisors on the progress of each client in Fashion Advisor’s portfolio

Basic Customer Experience Management (CEM) Analysis

• Monthly tracking on Client strategy performance at the boutique and come up with key learning and solution for improvement.

• Follows-up on Key Performance Indicators to measure the effectiveness of campaign.

You are energised by

• Collaborating with a dedicated team in a fast-paced retail environment both locally and internationally.

• Leading and delivering business impacts by your expert and support to both staff and clients.

What you will bring

• Preferably more than 5 years’ experience in Customer Relationship Management (CRM) or Customer Experience Management (CEM).

• Solid experience in CRM data management, data insights, or other client data-focused roles, with intermediate to advanced data skills. Ability to interpret data, identify patterns, gaps, and trends, and translate insights into actionable strategies.

• Prior experience in the luxury fashion industry or similar retail business setup is highly desirable.

• Exceptional communication skills in both Thai and English, with the ability to tailor communication styles to suit diverse audiences.

• Genuine passion for building lasting client relationships, with a strong service-oriented mindset.

• Enthusiasm for luxury fashion, paired with a commitment to excellence, innovation, and a keen eye for detail.

• Professional, well-groomed appearance with a pleasant and dynamic personality.

• As the role will be based at Boutique, flexible and adaptable to retail working hours, including weekends and public holidays.

What Chanel can offer you

• The opportunity to work with one of the world's most iconic luxury brands, renowned for its heritage and innovation.

• Ongoing training and development to enhance your skills and knowledge.

• A supportive team environment where your contributions are valued.

• Competitive compensation and benefits package.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.