Chanel

Designs, sells luxury fashion and cosmetics

Senior Client Journey Manager

Business OperationsConfirmed live in the last 24 hours

Full-timeShanghai, ChinaNo salary listedIn-person

About the Job

Requirements

At least 12 years of relevant working experience, including more than 3 years in a senior leadership or cross-functional management role.
Digital project or digital experience is required.
Retail insights and experience are a strong plus.
A combination of strategy consulting and in-house experience is preferred, ideally in luxury retail or premium direct-to-consumer retail brands.
Ability to develop and implement client journey strategies.
Inspirational leadership skills and a track record of managing, mentoring, and mobilizing cross-functional teams.
Proficiency in interpreting client data, key performance indicators, and feedback to drive continuous improvement.
Deep understanding of digital clientelling platforms, emerging technologies, and best practices in retail environments.
Strong written and verbal communication skills for influencing stakeholders, presenting insights, and managing change.
Skill in building strong relationships with internal and external partners and managing expectations, ambiguity, and conflicts.
Ability to learn actively and demonstrate agility and resilience.

Responsibilities

Develop the client journey vision and define long- and short-term objectives based on client strategies that recruit new clients, enhance existing client experience and engagement, and strengthen long-term client relationships.
Serve as the single point of contact to design and deliver a locally relevant, end-to-end client journey that integrates regional and global frameworks.
Oversee the client program, consolidating client gestures, communications, experiences, and pampering initiatives across client touchpoints, with regular return-on-investment tracking.
Explore client journey enhancement opportunities using data insights and qualitative studies.
Manage the client relationship budget and allocate and rebalance funds across priorities in a timely and purposeful manner.
Connect the physical journey with a mapped digital client journey by leveraging omnichannel touchpoints and digital clientelling tools for clients and fashion advisors.
Modernize digital clientelling tools and the digital service ecosystem using technological agility and client insights.
Lead digital test-and-learn pilot projects and guide client journey digital transformation with IT and Retail teams.
Own the digital journey roadmap and backlog aligned with client journey priorities, coordinating with IT to deliver on time, on budget, and to quality expectations.
Partner with retail teams to align client journey targets and objectives at national, regional, and boutique levels.
Adapt and activate the client journey and use cases to each boutique’s client priorities.
Track client journey effectiveness and target achievement at boutique level, identify gaps and improvement opportunities, and work with retail customer relationship management and retail teams.
Ensure client engagement and journeys are driven by genuine connection, positive emotions, and outstanding service.
Uphold the brand’s distinct identity and relational promise in every client touchpoint and experience.
Empower teams to deliver personalized, excellent service that exceeds client expectations.

Desired Qualifications

Retail insights and experience are a strong plus.
A combination of strategy consulting and in-house experience is preferred, ideally in luxury retail or premium direct-to-consumer retail brands.

Overview:

The Senior Client Journey Manager is a strategic leader responsible for designing, delivering, and continuously elevating a seamless, locally relevant end-to-end client journey that aligns with both global and regional frameworks.
This role is pivotal in executing client strategy, ensuring that every client interaction is meaningful and unique as per the client strategy. By championing client-centric experience and clientelling, the Senior Client Journey Manager directly contributes to the organization's vision of delivering exceptional client experiences and sustaining long-term business success.

Key Responsibility:

Design & Deliver Client Journey

Develop the client journey vision, define the long-term and short-term objectives based on client strategies that recruit new to CHANEL clients, enhance existing client experience & engagement and strengthen long-term relationships with our clients
Act as the single point of contact to design and deliver a singular, locally relevant, and end-to-end targeting-all 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 & regular ROI tracking
Proactively explore client journey enhancement and enrichment opportunities based on data insights and qualitative study
Manage the overall client relationship budgeting and exercise strong stewardship in allocating and (re) balancing budget across priorities, on time and on purpose

Digital Clientelling Tools Development and Optimization

Seamlessly connect and elevate the physical journey with a mapping digital client journey by leveraging omni-channel touchpoints and digital clientelling tools, ensuring a cohesive, connected and engaging experience for both clients and FA
Drive the modernization of digital clienteling tools and the digital service ecosystem, accelerating transformation through technological agility and client insights
Lead the 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 that serve the client journey priorities, working closely with IT for on-time, on-budget and on-quality delivery

Activation Of Client Journey

Partner closely with retail team to ensure client journey targets and objectives are aligned with retail ones at national, regional and boutique level.
Adapt and activate client journey and use cases per Boutique’s client priorities.
Track client journey effectiveness and target achievement at Boutique level and explore gaps & opportunities for improvement, together with retail CRM and retail teams.

Brand Excellence:

Ensure all client engagement & journey is driven by genuine connection, positive emotions, and outstanding service.
Uphold brand singularity and relational promise with client, and seamlessly integrating these values into every client touchpoint and experiences.
Empower teams to deliver personalized, excellent service that exceeds client expectations.

what you can bring to the team

Key Requirements & Competencies

At least 12 years of relevant working experience with more than 3 years in a senior leadership or cross-functional management role,
Digital project/experience is a must-have.
Retail insights & experience is a strong plus.
Hybrid of strategy consulting and in-house experience is a strong plus, preferably in luxury retail or premium DTC retail brands.
Strategic Thinking: Ability to develop and implement client journey strategies.
Leadership: Inspirational leadership skills with a track record of managing, mentoring, and mobilizing cross-functional teams.
Data-Driven Decision Making: Proficiency in interpreting client data, KPIs, and feedback to drive continuous improvement.
Digital Acumen: Deep understanding of digital clientelling platforms, emerging technologies, and best practices in retail environments.
Communication: Exceptional written and verbal communication skills for influencing stakeholders, presenting insights, and managing change.
Stakeholder Management: Skilled in building strong relationships with internal and external partners, managing expectations, ambiguity and conflicts.
Active learner, agile and resilient

About the Company

Chanel

Designs, sells luxury fashion and cosmetics

1) What does Chanel do? Chanel is a luxury fashion house that offers a range of high-end products including fashion, accessories, fragrances, skincare, makeup, jewelry, and watches, targeting affluent customers worldwide. 2) How does its product work? It designs and sells premium, timeless items through owned boutiques, official online channels, and authorized retailers, supported by strong marketing, fashion shows, and brand storytelling to maintain desirability and loyalty. 3) How is Chanel different from competitors? It combines a storied brand heritage with exclusive, premium products and strict distribution control, creating a sense of rarity and prestige that appeals to luxury buyers. 4) What is Chanel's goal? To preserve its elite brand status while growing a loyal, affluent customer base by delivering consistently refined, timeless designs and a premium consumer experience.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $770M
Headquarters: Argueil, France
Founded: 1883

Recently Posted Jobs

Explore more opportunities at Chanel

See more jobs