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Manager, Client Experience
Chanel
Piscataway
Luxury Fashion
Full time
Posted 1 week ago
Copied
Market: NJ - Central
Industry Segment: Luxury Fashion
Category: Client Development, Customer Service
Seniority: Manager
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Chanel is looking for a Manager, Client Experience to join our Customer Care Team in NJ (partially remote role). You will play a leading role in developing service strategies for our Customer Care Center, mapping the Customer Care Center client journeys and identifying opportunities to consistently elevate the Chanel experience. This key role in our Customer Care evolution strategy interfaces with all our divisions (Fashion, Fragrance & Beauty and Watches & Fine Jewelry) and is a key partner for both our retail and digital teams. Our ideal candidate will have 5+ years of experience and a passion for service excellence, clients and innovation.

Position Responsibilities:

  • Develop service strategies customized by client segment, division and channel
  • Partner closely with Education to develop learning programs that enable Advisors to deliver best in class Chanel experiences across all channels
  • Collaborate with the business teams to align on service priorities, coordinate efforts to prioritize new processes and initiatives
  • Identify “listening points” and leverage data from NPS/CSAT, CCC insights, Advisors’ feedback, to continuously enhance the overall Client and Advisor Experience

You Are Energized By:

  • Working in a highly collaborative environment, where we succeed as a team and value each other’s contribution to our collective goals
  • Connecting the dots on problems and finding creative solutions
  • Navigating complexity and adjusting priorities to drive business goals
  • Leveraging digital innovation & tools to enhance quality of experiences and optimize processes
  • Being a client champion across the organization, creating moments to share client feedback and insights and fostering a client centric approach

Position Requirements:

  • Experience working in a cross-functional environment, with strong leadership skills that can influence the team and gain buy-in from the organization
  • Strong passion to provide best in class service and client satisfaction for an iconic brand, within a complex ecosystem of touchpoints
  • Creative thinking and a results-oriented mindset, able to handle multiple tasks and shifting priorities
  • Outstanding communication and presentation skills, with the ability to align your style to each audience and share the story with impact
  • Experience with NPS and Quality programs and ability to drive actionable and measurable improvements from insights and data
  • Experience with Salesforce preferred
  • 5+ Years of experience – Customer service, contact center and/or retail preferred.
  • Ba/Bs from a 4-year program
  • Location: 3 days a week in office (NJ/NY), up to 2 days a week remote
  • Availability to travel 10-15% of the time

About Chanel

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.

Manager, Client Experience
Chanel
Piscataway
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Manager, Client Experience
Chanel
Piscataway

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