Senior Client Care Manager

Senior Manager, Client Care

Location: CHANEL Head office, London

Contract: Permanent, Full-Time

The successful candidate will lead our Client Care Advisor teams in delivering personalised, exceptional, luxury experience across key CHANEL client touchpoints. This role will oversee our Client Care department supporting Fashion, Fragrance & Beauty and Watches & Fine Jewellery, ensuring a seamless experience representing our Brand values, while guiding clients along their in-Boutique and Online purchase journey.

• Lead, coach and develop the Client Care team, ensuring strong engagement and a positive work environment that reflects CHANEL’s brand values and delivers exceptional client experiences, against key KPIs and SLAs
• Contribute to the development and implementation of the Client vision, aligning the function with CHANEL’s broader strategic objectives.
• Bring excellent organisational and problem-solving skills to manage a fast-paced operational environment, ensuring policies, standards and processes are well understood, executed and continuously improved.
• Drive a client centric mindset, staying aware of industry trends and partnering closely with Fashion, WFJ, F&B Head Office and Boutique teams to ensure a seamless in Boutique and Omnichannel journey.
• Demonstrate strong leadership skills with a self-driven, transformation focused mindset
• Leverage IT platform experience to drive the technical evolution of the Client Care centre, while identifying opportunities for continuous operational and technical improvement
• Champion a client centric insights culture, serving as the lead for Client Care data to build insightful reports to support the wider business.
• Monitor and report on KPIs service levels to develop an understanding of behaviours, evolution and opportunities
• Champion cross department and regional collaboration, driving roadmaps, assessing and prioritising functional development to ensure the highest value opportunities are pursued

• Exceptional customer service skills, with a deep understanding of luxury, Retail and E-Commerce
• Strong leadership ability to guide and inspire a high performing team while aligning Client Care with broader brand objectives.
• Excellent communication and collaboration skills, partnering effectively with cross functional stakeholders and IT teams.
• Resilience, adaptability and a consistently solution‑oriented mindset
• A positive, enthusiastic and empathetic approach to both clients and colleagues.
• Strong technical skills, with attention to detail and experience using client management platforms (Salesforce experience preferred).

• Thrive in a fast‑paced, highly collaborative environment across regional, local and global teams and being the driving force for the Client Care of the future
• Nurture team knowledge by encouraging curiosity, continuous learning and development
• Foster meaningful, memorable experiences for clients across all interactions.
• Apply strong problem‑solving skills to resolve challenging situations quickly and empower the team to do the same.
• Being the expert for Client Care data and insights, with ownership of key processes, tools, and strategic initiatives.
• Contributing in the on-going and company wide version of sustainability. Sustainability is one of CHANEL’s key performance drivers, embedded into our ways of working we require continued collective action from all employees to deliver on CHANEL’s House Sustainability Ambitions across our four key areas:
  • Restoring Nature and Climate
  • Investing in Circularity
  • Advancing dignity and prosperity
  • Promoting the autonomy of women

• Contribute to a people focused culture where your impact and expertise are valued
• Being part of a dynamic team, whilst developing your knowledge of the evolving luxury industry
• An opportunity to work with senior stakeholders and influence business decisions
• Strengthen your ability to use technology as a powerful tool to support and enhance business operations of the future
• Serve as the lead for Client Care within the House, ensuring alignment and consistent knowledge…