This position assumes responsibilities of supporting a Head of CX in:

• Own and lead the design, governance, and continuous evolution of always-on client engagement ecosystem.
• Develop and elevate the Membership & Loyalty program to strengthen client lifetime value, engagement, and brand loyalty.
• Drive a structured clienteling strategy and enable retail teams with the right tools, frameworks, and programs to build deeper client relationships.
• Curate and manage VIP engagement programs and experiences that reinforce Chanel’s high-touch client relationship model.
• Ensure all client engagement programs are strategically aligned with business priorities and deliver measurable impact on client growth, retention, and loyalty.

Key Responsibilities: 

Membership & Loyalty Program

• Lead the design, revamp, and long-term evolution of the membership and loyalty program.
• Define program mechanics, client tiers, and engagement frameworks aligned with brand and business strategy.
• Oversee the day-to-day governance and operation of the membership program including milestone benefits, rewards, and recognition programs.
• Track and monitor program performance, defining KPIs and continuously optimising engagement strategies based on insights.
• Serve as the internal business anchor for membership strategy, aligning cross-functional teams including Marketing, Retail, Digital and Tech teams.

Clienteling Strategy & Tools

• Define and implement the overall clienteling strategy to elevate personalised client engagement across retail touchpoints.
• Manage the roadmap and governance of the clienteling digital tools and applications used by Retail teams.
• Develop structured frameworks and guidelines to enable Beauty Advisors to build deeper client relationships and increase client retention and repeat purchase.
• Partner with retail leadership to drive adoption, effectiveness, and continuous improvement of clienteling practices.

VIP Client Engagement

• Design and oversee VIP engagement programs to strengthen relationships with top clients.
• Define strategic direction and experiential concepts for VIP events and exclusive client moments.
• Ensure VIP experiences are aligned with brand positioning and client expectations.
• Monitor and evaluate the effectiveness of VIP engagement initiatives in driving client loyalty and advocacy.

Program Governance & Cross-team Collaboration

• Ensure seamless coordination with the campaign orchestration for activation of client engagement initiatives.
• Partner closely with the Data & Intelligence team to leverage insights for program optimisation.
• Provide clear governance, prioritization, and roadmap planning for all always-on client engagement initiatives.
• Act as a strategic partner to leadership in shaping long-term client engagement strategy.

Role Specifications: 

• Minimum over 9-10 years’ experience in relevant CX/ CRM/ Membership/ Digital Marketing/ App experience, preferably within the luxury industry and/or a Digital/ CRM agency
• Experience in salesforce.com technology, especially in the Marketing Cloud module or any other campaign management platform.
• Capability to contribute to brand equity by supporting the implementation of CRM campaigns.
• Advanced knowledge on CRM &CX/ Marketing/ CRM software/ Statistics/ Salesforce
• Data analysis and documentation ability 
• Client-centric mindset and experience
• High interest on the latest market trends, including luxury industry, digital and omnichannel trends

Work Experience
10+ years’ work experience within a customer related business environment or business consulting firm

• 8+ years of experience in CX, CRM, client engagement, loyalty programs, or client experience management, preferably within luxury, beauty, fashion, or premium retail industries.
• Proven experience designing and managing loyalty or membership programs that drive client engagement and retention.
• Strong understanding of clienteling strategies and retail client relationship management practices.
• Experience working with CRM platforms, clienteling tools, and data-driven client engagement programs.
• Demonstrated ability to lead cross-functional initiatives involving Retail, Marketing, Digital, Tech and Data teams.
• Strategic thinker with strong execution capability and ability to translate concepts into scalable programs.
• Excellent stakeholder management and communication skills, with the ability to influence senior leadership and cross-functional partners in local market, Region and Global.
• Strong analytical mindset with the ability to interpret data and translate insights into client engagement strategies.