Client Host, Selfridges

Contract:
Permanent Contract, Full Time CHANEL is committed to delivering the ultimate luxury experience across all client touchpoints. From our Fashion boutiques with our Fashion Advisors, to online on  or via our client care teams, we endeavour to provide an elevated, seamless, and memorable client experience.

Client Experience Host

Location: Manchester

Reports to: Boutique Director

Contract: Permanent Contract, Full Time

CHANEL is committed to delivering the ultimate luxury experience across all client touchpoints. From our Fashion boutiques with our Fashion Advisors, to online on  or via our client care teams, we endeavour to provide an elevated, seamless, and memorable client experience.

Our boutiques are at the core of our business, and our desire is always to provide exceptional client experience. We are looking for a Client Experience Host to act as the boutique’s main point of contact for our clients on the shop floor and to support the retail teams with seamless hospitality in boutique.

This role will be instrumental in creating and curating the ultimate luxury experience for our clients during their visit, welcoming, anticipating client requests and elevating service levels.

• Collaborate closely with the CRM Executive to ensure the boutique top clients are recognised, appointments prepared, and the correct clients are invited to events.
• Partner with the client relations team to ensure the smooth execution of client requests and appointment bookings.
• Build trusted relationships with third party services including couriers, tailors, restaurants and hotels to ensure a seamless client experience.
• Establish connections throughout the department store, with Brand Partners and Personal Shopping to better serve the client.
• Serve as the main contact for personal shopping/private suite services in hotels/department stores, as applicable.
• Maintain in depth knowledge of boutique policies, procedures, and client services to respond confidently to client inquiries.
• Support the Team Managers and Fashion Advisors in delivering the most exceptional client experience.
• Lead by example, executing moments of wonder and fulfilling CHANEL’s client relational promise on the shopfloor whilst actively recruiting new clients.
• Share client insights and feedback with the retail and management teams to continuously enhance service levels.

• Deliver personalised service, orchestrating the ultimate luxury hospitality around every client appointment.
• Greet clients as they arrive, intuitively understanding and anticipating their needs.
• Work in partnership with Fashion Advisors to know their clients, support relationship building, and coach on the finer details that matter.
• Fulfil soft concierge duties, including arranging transport, local hospitality reservations, and personalised recommendations.
• Attend and support client events to enhance the overall client journey.

• Embody and communicate the heritage, values, and collections of the House of CHANEL in every interaction, serving as a true brand ambassador.
• Maintain strict confidentiality and discretion at all times, especially when working with VIPs and high profile clients.
• Demonstrate cultural sensitivity and awareness, adapting interactions to suit a diverse, international clientele.
• Remain calm and solution oriented when resolving client issues or unanticipated situations, always aiming to exceed expectations.

• Confidently use CRM systems and digital tools to personalise and enhance the client journey, including pre-visit and post-visit communications.
• Embrace ongoing training in luxury service, brand history, and hospitality excellence.

• Exceptional Client Service Skills and a genuine passion for delivering remarkable experiences.
• Experience working in a luxury environment or similar role within hospitality.
• The ability to form exceptional and lasting professional relationships with both clients and colleagues.
• Well versed in meeting the requirements of discerning clients.
• Outstanding interpersonal and communication skills – written and…