Client Experience Manager
1 month ago
Chanel is a world leader increating, manufacturing and distributing luxury products, includingReady-to-Wear, Accessories, Fragrances, Makeup, Skincare,Jewellery, and Watches. Founded by Gabrielle Chanel in 1910, theHouse remains dedicated to quality craftsmanship and offeringhigh-end creations. At present, Chanel employs more than 32,000people worldwide.
As anindependent company, its core values are groundedin:
- Exceptionalcreation and client experience
- Nurturing humanpotential
- Having a positive impact –on people, the environment, and communities around theworld.
As partof this, the House promotes arts, culture, and creativity, whileinvesting significantly in key areas including research &development, sustainability, andinnovation.
Chanel isdedicated to creating the conditions for people to perform at theirbest, building on their strengths and enabling them to benefit fromnew opportunities. It offers a unique working environment wherepeople are given time to understand the brand, and the business,and develop their personal motivations. This means everyone cangrow, continue to be inspired, and feel included, now and in thefuture. The company fosters true collaboration and respect for all,grounded in the belief that diversity is essential to the successof the organization and itspeople.
Chanel remainscommitted to rewarding people competitively, as well as offeringinitiatives such as well-being programs, learning and developmentopportunities, and parental leave for all parentsglobally.
Reporting to the DeputyBoutique Manager, you will contribute to the success of MOEBoutique by constantly initiating and driving projects in order toenhance our Client Experience. You will support and organize dailythe Fashion Advisors team and ensure CHANEL remains the ultimatereference in luxury.
Your mainresponsibilities are:
Managing a welcomingteam of Grooming Assistants and Hosts/Hostesses
- Ensure that the team understands anddeploys the House’s strategy
- Lead theteam to foster collaboration and enthusiasm, arrange briefs, coachthe team to achieve a high level of clientexperience
- Federate the team towards theachievement of objectives via annual and follow-upinterviews
- Define priority actions forindividual skills development and monitor them
Coordinating the boutique flooroperations
- Ensure thatdaily planning of Fashion Advisors is efficiently planned andadhered to
- Provide daily operational support tothe sales teams to develop the service while maintaining anenvironment of excellence
- Ensure a smoothcollaboration across roles
Suggest pro-actively ideas onoperational gains in customer journey flow to improve efficiencyand service level
Welcoming and clientexperience excellency
- Pro-actively suggests ideas onservice excellence to make sure CHANEL remains the Ultimate houseof luxury.
- Be a key contributor to projectsdesigned to enhance the CHANEL Client Journey and collaborates withMarketing and Learning to implement actionplans
- Recognize and welcome loyal clients ofthe boutique
- Develop and unite all teams aroundthe importance of Client Experience and Clientloyalty
- Constructively and creatively solvesclient complaints
- Participate in clientevents
- Regularly provide feedback on competitorclient services and reports to Boutique management
Driving the business and continuityin the management of sales teams
- Lead the sales teams on the floor inthe collaboration with the SalesManagers
- Ensure the implementation andcompliance with the Boutique procedures and the BoutiqueCharter
In collaborationwith the Deputy Manager, contribute to the development andimplementation of the boutique overallstrategy
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