Boutique Client Engagement Expert
No salary listed
Mid
Macao
In Person
Growth & MarketingMarketing Generalist & Management
About the job
Requirements
- Secondary School Graduate; university graduate is a plus.
- At least 3 years of boutique experience in the luxury sector.
- Experience working with client communication tools and events.
- Project and team management experience; office partnership experience is a plus.
- Perfect understanding of Chanel culture and values.
- Deep interest in client relationships and a customer-service orientation.
- Training and communication skills.
- Analytical and organizational capabilities.
- Comprehensive knowledge of CEM segmentation, databases, and client reporting.
- Detail-oriented with a dynamic and creative mindset.
- Self-motivated and able to work independently while delivering strong teamwork.
- Proficient in spoken and written English, Cantonese, and Mandarin.
- Proficient in computer and presentation skills.
Responsibilities
- Contribute to defining the boutique CEM action plan with Boutique Management and the CEM team, supporting the overall CEM strategy and boutique challenges.
- Ensure excellent execution of local CEM in line with the strategy and attention to detail at boutique level.
- Provide recommendations, qualitative feedback, and key learnings on CEM actions based on understanding of customer and team engagement.
- Serve as the key CEM contact in the boutique and primary communication channel between Marketing and the boutique.
- Build frontline advisor (FA) skills and understanding of CEM, including in-depth knowledge of boutique client segmentation and trends.
- Drive qualitative understanding of clients and ensure FAs capture updated and relevant information in client profile books or other tools.
- Share boutique-specific insights and trends based on observation and FA feedback, including potential clients, trends, and client behavior.
- Analyze boutique-level performance measurement reports and provide qualitative feedback and learnings on CEM actions.
- Ensure client data capture rate and quality.
- Foster the CEM mindset among staff, including client follow-up calls and notes and appointment practices.
- Develop a client-centric approach in boutique and FA daily execution, including CEM topics in morning briefings or team meetings.
- Coach FAs to identify clients with potential and appropriate follow-up actions.
- Closely follow each FA's clienteling performance and help adapt follow-up plans to their client portfolios.
- Establish a clear understanding of existing client communication activities and calendars.
- Coordinate and validate targeted client lists for communication tools, gifts, events, and VIP trips.
- Support boutique and marketing teams during events with client targeting and feedback on client experience.
- Give regular feedback on marketing communication tools and activities, including brochures, electronic direct mail, client gifts, advertising campaigns, and VIP trips.
- Seek information on competitors' CEM-related activities and events, and regularly update Boutique Management and Marketing.
- Follow up, measure, and ensure delivery of the ultimate client experience in the boutique.
- Initiate optimization and launch of new services in the boutique.
- Serve as the key communication and information contact for the boutique team regarding client services.
- Partner with the After Sales Service representative in the boutique to ensure qualitative execution of after-sales services to clients.
Desired Qualifications
- University graduate.
- Experience in office partnership.
About the company
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
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Simplify's Take
What believers are saying
- Reuters reported 16% first-half 2026 comparable revenue growth, outpacing LVMH and Hermès.
- September 2026 launches, including Coco Mademoiselle Crush Absolu and new skincare, expand beauty demand.
- September 28, 2026 Hydro partnership advances low-carbon aluminum for fragrance and makeup packaging.
What critics are saying
- July 17, 2026, Reuters said Italian police probed Chanel subcontractors for worker exploitation.
- Chanel's runway rebound depends on Blazy; any 2027 creative miss hits fashion's 60% revenue share.
- Luxury demand weakness in China or the Middle East can quickly erode Chanel's 2026 momentum.
What makes Chanel unique
- October 2026, Chanel controls fashion, beauty, jewelry, watches, and 650+ owned boutiques worldwide.
- Matthieu Blazy's 2025 arrival restored fashion momentum, with Reuters reporting 16% first-half 2026 growth.
- Chanel's heritage assets—Deauville origins, Chanel No. 5, and culture funding—reinforce pricing power.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- Unlimited Paid Time Off
- Family Planning Benefits
- Fertility Treatment Support
- Paid Vacation
- 401(k) Retirement Plan
- 401(k) Company Match
- Wellness Program