Head of CX

As the Head of CX at Chanel, you will lead the US Digital and CX team in New York City, focusing on creating transformative client experiences. You will oversee CEM, client journeys, personalization, and performance marketing teams, driving personalized client experiences across all omni-channel touchpoints.

• Lead the development and implementation of data-driven strategies to enhance client loyalty, retention, and engagement.
• Collaborate with divisional leadership, Tech, Brand Communications, and other stakeholders to integrate CX initiatives.
• Orchestrate personalized touchpoints and connected experiences using innovative technologies and data insights.
• Develop and execute an automated CRM strategy leveraging analytics and predictive modeling.
• Oversee AI-driven personalization and UX research strategies to enhance client engagement.
• Drive performance and growth marketing strategies, ensuring alignment with the POE ecosystem.
• Establish and monitor advanced KPIs to identify actionable insights and opportunities for innovation.
• Lead the development of an omnichannel loyalty strategy to deepen client relationships.
• Foster a culture of collaboration, accountability, and innovation within the team.

• Minimum of 20 years' experience in CRM, digital marketing, and client experience, with at least 10 years in a leadership role.
• Advanced proficiency in data-driven decision making and client lifecycle optimization.
• Exceptional communication and presentation skills.
• Strong financial, analytical, and organizational skills.
• Experience in digital eCommerce, personalization, and client experience within the luxury retail sector.
• Strategic thinking and strong analytical skills to translate insights into actionable plans.
• Deep passion for fashion, beauty, and luxury lifestyle trends.
• Bachelor's degree in business, digital marketing, or a related field, MBA preferred.