CDI – Client communication & Journeys strategy – Fragrances and Beauty

CHANEL is an independent company that believes in the freedom of creation, nurtures human potential, and actively commits to having a positive impact on the world. The Fragrance & Beauty activity asserts its uniqueness through a promise: to reveal the beauty of every woman in her most singular essence through her Fragrance, Makeup, and Skincare products.

As Client Communication & Journeys Strategy Manager, you will define and lead the global vision for client communications & journeys across the different customer touchpoints. Reporting to the CRM & Data Director, you will shape how the Maison engages with clients across relational touchpoints, ensuring a seamless, elevated and consistent experience.

This is a strategic leadership role at the intersection of Customer Experience, CRM, Brand, Digital and Data.

Your Impact at Chanel

Key Responsibilities

Define the Global Client Communication Strategy

• Define and own the global client communication strategy across the entire customer lifecycle that aligns with business priorities and the Maison’s positioning
• Develop an omnichannel communication strategy spanning Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other regional messaging ecosystems.
• Establish communication principles, governance and best practices across all regions and markets.
• Ensure consistency, relevance and excellence across every customer interaction.

Lead Customer Journey & Touchpoint Strategy

• Design and continuously evolve end-to-end 360° customer journeys across acquisition, onboarding, engagement, loyalty and clienteling.
• Define the strategic role of every customer communication touchpoint within the customer experience and master client communication pressure.
• Identify emerging customer behaviors, technologies and communication opportunities to continuously elevate the client experience.

Lead the development of customer experience and relationship strategies for all 360° brand campaigns

• This role will be responsible for translating brand objectives into impactful client engagement initiatives and executing them seamlessly across various relational platforms and channels.
• A key success factor will be the ability to integrate regional and market-specific needs into a cohesive global framework, enabling local relevance while maintaining brand consistency and excellence in customer experience.

Partner Across the Organization

• Act as the strategic partner and foster strong collaboration across global (Artistic Direction, Marketing, Retail, Ebusiness) and regional teams while ensuring clear priorities and effective execution.
• Work closely with the other Client Experience & Relationships Teams (Data, Loyalty, O2O, Online and Offline Services).
• Ensure communication strategies are customer-centric, data-informed and locally relevant while maintaining global consistency.

Drive Performance & Innovation

• Define strategic KPIs and success metrics to measure business impact and customer engagement.
• Continuously leverage customer insights, analytics and performance data to optimize communication effectiveness.
• Champion innovation in customer engagement and communication experiences.
• Promote a culture of experimentation, testing and continuous improvement.

Lead & Develop the Team

• Lead, coach and inspire a team of approximately 10 professionals, creating an environment that encourages collaboration, innovation and continuous development.
• Act as a mentor and trusted leader, developing talent and supporting career growth within the team.

Technical Skills and What You Will Bring

• Minimum 15 years of experience in Customer Experience, CRM Strategy, Customer Communications, Campaign Management or Relationship Marketing.
• Significant experience within the Luxury and/or Beauty industry, with a deep understanding of premium customer expectations and brand experience.
• Strong strategic mindset with the ability to translate customer insights into impactful communication strategies.
• Proven experience defining and implementing global customer communication strategies in an international organization.
• Experience in Strategic Planning (agency or client-side) is a strong advantage.
• Extensive knowledge of customer communication ecosystems including Email, SMS, Push Notifications, WhatsApp, WeChat, KakaoTalk and other market-specific channels.
• Excellent stakeholder management skills with the ability to influence senior executives and lead cross-functional initiatives in a matrix organization.

Interpersonal Skills

• Client Communication Strategy & Client Experience (CX)
• Omnichannel & Touchpoint Strategy
• CRM & Customer Lifecycle Management
• Customer Journey Design
• Data-Driven Decision Making & Result monitoring
• Strategic Planning
• Luxury Customer Experience
• Leadership & People Development
• Innovation & Transformation

What Excites You And What Chanel Has To Offer

Throughout your journey, you will be immersed in a dynamic, innovative and learning-driven environment, where creativity and people are at the heart of everything we do.

You will join a unique business activity with distinctive methods and processes, whether in creation, development, or industrialization, and work alongside a diverse group of experts with renowned expertise.