The Role
The Senior Client Journey Manager designs and enhances the client journey, ensuring alignment with client strategies and delivering exceptional experiences. The role involves overseeing client engagement initiatives, optimizing digital tools, managing budgets, and collaborating with retail teams.
Summary Generated by Built In
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
Skills Required
- At least 12 years of relevant working experience
- More than 3 years in a senior leadership or cross-functional management role
- Digital project/experience
- Retail insights & experience
- Hybrid of strategy consulting and in-house experience
- Strategic Thinking
- Inspirational leadership skills
- Proficiency in interpreting client data, KPIs, and feedback
- Deep understanding of digital clientelling platforms and emerging technologies
- Exceptional written and verbal communication skills
- Skilled in building strong relationships with partners
- Active learner, agile and resilient
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The Company
What We Do
CHANEL is a private company and a world leader in creating, developing, manufacturing and distributing luxury products. Founded by Gabrielle Chanel at the beginning of the last century, CHANEL offers a broad range of high-end creations, including Ready-to-Wear, Leather Goods, Fashion Accessories, Eyewear, Fragrances, Makeup, Skincare, Jewelry and Watches. CHANEL is also renowned for its Haute Couture collections, presented twice yearly in Paris, and for having acquired a large number of specialized suppliers, collectively known as the Métiers d’Art. CHANEL is dedicated to ultimate luxury and to the highest level of craftsmanship. It is a brand whose core values remain historically grounded on exceptional creation. As such, CHANEL promotes culture, art, creativity and “savoir-faire” throughout the world, and invests significantly in people, R&D and innovation. At the end of 2019, CHANEL employed more than 28,000 people across the world.
