Client Experience Manager

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery, and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide.

As an independent company, its core values are grounded in:

• Exceptional creation and client experience
• Nurturing human potential
• Having a positive impact – on people, the environment, and communities around the world.
  

As part of this, the House promotes arts, culture, and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, and the business, and develop their personal motivations. This means everyone can grow, continue to be inspired, and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organization and its people.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as well-being programs, learning and development opportunities, and parental leave for all parents globally.

Reporting to the Deputy Boutique Manager, you will contribute to the success of MOE Boutique by constantly initiating and driving projects in order to enhance our Client Experience. You will support and organize daily the Fashion Advisors team and ensure CHANEL remains the ultimate reference in luxury.

Your main responsibilities are:

Managing a welcoming team of Grooming Assistants and Hosts/Hostesses

• Ensure that the team understands and deploys the House’s strategy
• Lead the team to foster collaboration and enthusiasm, arrange briefs, coach the team to achieve a high level of client experience
• Federate the team towards the achievement of objectives via annual and follow-up interviews
• Define priority actions for individual skills development and monitor them
  

Coordinating the boutique floor operations

• Ensure that daily planning of Fashion Advisors is efficiently planned and adhered to
• Provide daily operational support to the sales teams to develop the service while maintaining an environment of excellence
• Ensure a smooth collaboration across roles
  

Suggest pro-actively ideas on operational gains in customer journey flow to improve efficiency and service level

Welcoming and client experience excellency

• Pro-actively suggests ideas on service excellence to make sure CHANEL remains the Ultimate house of luxury.
• Be a key contributor to projects designed to enhance the CHANEL Client Journey and collaborates with Marketing and Learning to implement action plans
• Recognize and welcome loyal clients of the boutique
• Develop and unite all teams around the importance of Client Experience and Client loyalty
• Constructively and creatively solves client complaints
• Participate in client events
• Regularly provide feedback on competitor client services and reports to Boutique management
  

Driving the business and continuity in the management of sales teams

• Lead the sales teams on the floor in the collaboration with the Sales Managers
• Ensure the implementation and compliance with the Boutique procedures and the Boutique Charter
  

In collaboration with the Deputy Manager, contribute to the development and implementation of the boutique overall strategy