Group Director CX Program Management

As the Group Director of CX Program Management at Chanel, you will lead the orchestration and governance of our digital marketing platform within the Digital and CX organization. This role involves driving the evolution of marketing automation, developing loyalty-driven programs, and expanding omni-channel engagement efforts to deepen client relationships.

• Ensure seamless governance and execution of marketing automation strategies across multiple channels.
• Drive marketing platform product roadmap in partnership with Business and Tech to support CRM capabilities.
• Lead program and journey prioritization based on business goals and client needs.
• Develop and manage direct mail and sampling strategies.
• Oversee forecasting and inventory of samples and gifts to ensure seamless execution.
• Foster strong relationships with internal teams, effectively bridging Digital, Tech, and Business.
• Manage vendor relationships to align on strategy and drive execution.
• Drive innovation and testing to introduce new engagement channels and optimize program performance.
• Partner with Client Intelligence and Data teams to monitor activated client segments and identify growth opportunities.
• Manage budgets, SOWs, and vendor negotiations.
• Lead ongoing upskilling and training to maintain cutting-edge expertise within the team.

• Minimum of 10 years in CRM, customer lifecycle, and retention marketing with recent expertise in Salesforce Marketing Cloud.
• Deep, hands-on Salesforce Marketing Cloud expertise.
• Exceptional storyboarding and presentation skills, with proven workflow program management.
• 6+ years improving marketing processes or developing strategy.
• Experience running design thinking workshops.
• Strong ability to plan and manage CX programs across different platforms, campaigns, and channels.
• Proven ability to build, develop, and lead high-performing teams, fostering growth and collaboration to deliver strong results.
• Bachelor's degree, or higher, preferred.