Senior Manager, Client Care
Location: CHANEL Head office, London
Contract: Permanent, Full-Time
Your role @CHANEL:
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.
What impact you can create at Chanel:
- 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
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Contribute to the development and implementation of the Client vision, aligning the function with CHANEL’s broader strategic objectives.
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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.
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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.
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Demonstrate strong leadership skills with a self-driven, transformation focused mindset
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Leverage IT platform experience to drive the technical evolution of the Client Care centre, while identifying opportunities for continuous operational and technical improvement
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Champion a client centric insights culture, serving as the lead for Client Care data to build insightful reports to support the wider business.
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Monitor and report on KPIs service levels to develop an understanding of behaviours, evolution and opportunities
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Champion cross department and regional collaboration, driving roadmaps, assessing and prioritising functional development to ensure the highest value opportunities are pursued
What you will bring to the role:
- Exceptional customer service skills, with a deep understanding of luxury, Retail and E-Commerce
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Strong leadership ability to guide and inspire a high performing team while aligning Client Care with broader brand objectives.
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Excellent communication and collaboration skills, partnering effectively with cross functional stakeholders and IT teams.
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Resilience, adaptability and a consistently solution‑oriented mindset
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A positive, enthusiastic and empathetic approach to both clients and colleagues.
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Strong technical skills, with attention to detail and experience using client management platforms (Salesforce experience preferred).
You are energised by:
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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
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Nurture team knowledge by encouraging curiosity, continuous learning and development
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Foster meaningful, memorable experiences for clients across all interactions.
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Apply strong problem‑solving skills to resolve challenging situations quickly and empower the team to do the same.
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Being the expert for Client Care data and insights, with ownership of key processes, tools, and strategic initiatives.
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Contributing in the on-going and companywide 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:
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Restoring Nature and Climate
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Investing in Circularity
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Advancing dignity and prosperity
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Promoting the autonomy of women
What you will gain from this experience:
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Contribute to a people focused culture where your impact and expertise are valued
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Being part of a dynamic team, whilst developing your knowledge of the evolving luxury industry
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An opportunity to work with senior stakeholders and influence business decisions
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Strengthen your ability to use technology as a powerful tool to support and enhance business operations of the future
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Serve as the lead for Client Care within the House, ensuring alignment and consistent knowledge sharing across the UK and Ireland as well as best practice sharing to Canada and South Africa.
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The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.
Benefits at CHANEL
Our employee benefits have been created to support you across your professional and personal life by offering you:
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Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories
- Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more
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Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
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Platforms: Multiple Platforms to support across Wellbeing
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Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales
- Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
- Benefits are eligibility dependent and subject to change at any time
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
