Job description

CHANEL is an independent company that believes in the freedom of creation, nurtures human potential, and actively commits to having a positive impact on the world. The Fragrance & Beauty activity asserts its uniqueness through a promise: to reveal the beauty of every woman in her most singular essence through her Fragrance, Makeup, and Skincare products.​

​As Client Communication & Journeys Strategy Manager, you will define and lead the global vision for client communications & journeys across the different customer touchpoints. Reporting to the CRM & Data Director, you will shape how the Maison engages with clients across relational touchpoints, ensuring a seamless, elevated and consistent experience.

This is a strategic leadership role at the intersection of Customer Experience, CRM, Brand, Digital and Data. You will reporte to the CRM & Data Director within the Client Experience & Relationships Department.

YOUR IMPACT AT CHANEL

Key responsibilities

You will define the communication & touchpoint strategy, establish global frameworks and governance, work hand in hand with the regions to set-up the relational communications & journeys in the most relevant way for all markets, and drive innovation across all customer touchpoints to support business growth while reinforcing the Maison’s brand equity and client experience. You will also lead and develop a team of approximately 10 experts, fostering a culture of collaboration, innovation and customer-centricity.

Define the Global Client Communication Strategy

• Define and own the global client communication strategy across the entire customer lifecycle that aligns with business priorities and the Maison’s positioning
• Develop an omnichannel communication strategy spanning Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other regional messaging ecosystems.
• Establish communication principles, governance and best practices across all regions and markets.
• Ensure consistency, relevance and excellence across every customer interaction.

Lead Customer Journey & Touchpoint Strategy

• Design and continuously evolve end-to-end 360° customer journeys across acquisition, onboarding, engagement, loyalty and clienteling.
• Define the strategic role of every customer communication touchpoint within the customer experience and master client communication pressure.
• Identify emerging customer behaviors, technologies and communication opportunities to continuously elevate the client experience.

Lead the development of customer experience and relationship strategies for all 360° brand campaigns

• This role will be responsible for translating brand objectives into impactful client engagement initiatives and executing them seamlessly across various relational platforms and channels.
• A key success factor will be the ability to integrate regional and market-specific needs into a cohesive global framework, enabling local relevance while maintaining brand consistency and excellence in customer experience.

Partner Across the Organization

• Act as the strategic partner and foster strong collaboration across global (Artistic Direction, Marketing, Retail, Ebusiness) and regional teams while ensuring clear priorities and effective execution.
• Work closely with the other Client Experience & Relationships Teams (Data, Loyalty, O2O, Online and Offline Services).
• Ensure communication strategies are customer-centric, data-informed and locally relevant while maintaining global consistency.

Drive Performance & Innovation 

• Define strategic KPIs and success metrics to measure business impact and customer engagement.
• Continuously leverage customer insights, analytics and performance data to optimize communication effectiveness.
• Champion innovation in customer engagement and communication experiences.
• Promote a culture of experimentation, testing and continuous improvement.

Lead & Develop the Team

• Lead, coach and inspire a team of approximately 10 professionals, creating an environment that encourages collaboration, innovation and continuous development.
• Act as a mentor and trusted leader, developing talent and supporting career growth within the team.

WHAT YOU WILL BRING

Technical Skills​

The ideal candidate has built and led customer communication strategies for leading Luxury or Beauty brands within a global environment. They combine strategic vision with deep CRM expertise, understand the nuances of premium customer engagement across international markets, and have a proven track record of leading teams and influencing senior stakeholders to transform the client experience.

• Minimum 15 years of experience in Customer Experience, CRM Strategy, Customer Communications, Campaign Management or Relationship Marketing.
• Significant experience within the Luxury and/or Beauty industry, with a deep understanding of premium customer expectations and brand experience.
• Strong strategic mindset with the ability to translate customer insights into impactful communication strategies.
• Proven experience defining and implementing global customer communication strategies in an international organization.
• Experience in Strategic Planning (agency or client-side) is a strong advantage.
• Extensive knowledge of customer communication ecosystems including Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other market-specific channels.
• Excellent stakeholder management skills with the ability to influence senior executives and lead cross-functional initiatives in a matrix organization.

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  Interpersonal Skills  

• Client Communication Strategy & Client Experience (CX)
• Omnichannel & Touchpoint Strategy
• CRM & Customer Lifecycle Management
• Customer Journey Design
• Data-Driven Decision Making & Result monitoring
• Strategic Planning
• Luxury Customer Experience
• Leadership & People Development
• Innovation & Transformation

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WHAT EXCITES YOU AND WHAT CHANEL HAS TO OFFER

The Chanel experience

Throughout your journey, you will be immersed in a dynamic, innovative and learning-driven environment, where creativity and people are at the heart of everything we do.

You will join a unique business activity with distinctive methods and processes, whether in creation, development, or industrialization, and work alongside a diverse group of experts with renowned expertise.