Head of CX (Client Experience) 

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. 

About the role:  

CHANEL is hiring the Head of CX (Client Experience) for their US Digital and CX team based in New York City.  We are looking for a transformative leader for our newly established CX pillar, responsible for overseeing CEM, client journeys, personalization, and performance marketing teams. This strategic role is pivotal in shaping and driving meaningful, personalized client experiences across all omni-channel touchpoints. The ideal candidate will bring at least 20 years of experience in hands-on CRM, client journey mapping, and digital marketing roles, with a proven track record of leadership and innovation. 

 

Reporting directly to the Chief Digital & CX Officer, the Head of CX will lead the development and implementation of data-driven strategies that enhance client loyalty, retention, and engagement. This role will collaborate closely with Divisional leadership, Tech, Brand Communications and other key stakeholders to ensure the seamless integration of CX initiatives supporting divisional objectives. 

 

Leveraging deep expertise in client journeys and CRM, the Head of CX will orchestrate personalized touchpoints and connected experiences, ensuring the right message reaches the right audience at the right time. By using innovative technologies and actionable data insights, this role will identify opportunities to elevate the omni client journey and oversee the implementation of creative solutions. 

 

This position demands a visionary leader capable of fostering collaboration across teams, driving measurable business results, and setting a new standard for personalized communication and client experience excellence. 

 

What impact you can create at CHANEL: 

Connected Client Experiences  

Develop and lead a transformative client experience strategy that establishes a new organizational capability, integrating in-depth client insights with data-driven, documented, end-to-end client journeys. Identify opportunities for optimization and bring innovative solutions to align touchpoints with client expectations, divisional goals, and brand standards. 

Oversee the development and execution of a cutting-edge automated CRM strategy that leverages analytics, predictive modeling, and emerging technologies to enhance brand loyalty, engagement, and retention. Drive personalized campaigns and lifecycle journeys using various client touchpoints ensuring seamless coordination of marketing calendars, segmentation strategies, and client preferences. 

Oversee AI-driven personalization and UX research strategies that enhance client engagement through tailored experiences, while collaborating with Artistic Direction to maintain alignment with brand aesthetics and elevate user satisfaction. 

Drive innovative performance and growth marketing strategies by leading the teams in areas like affiliate marketing and search, while bringing in solutions for traffic diversification. Ensure alignment with the POE ecosystem and collaborate with Brand Communications to optimize media strategies, reduce acquisition costs, and capitalize on opportunities for channel innovation and optimization. 

Establish and monitor advanced KPIs using innovative methodologies to identify actionable insights, areas for improvement, and opportunities for innovation, ensuring continuous enhancement of the client experience. 

Work closely with the divisions to lead the development of an omnichannel loyalty strategy, incorporating seamless mechanisms for online and in-store client engagement. Oversee execution to deepen client relationships, reinforce brand loyalty, and deliver measurable business impact. 

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Team Development & Leadership: 

Foster a culture of collaboration, accountability, and innovation by empowering the team to think boldly, embrace challenges, and drive meaningful change.  

Inspire and mentor team members through personalized coaching, fostering growth, and enabling them to excel in their roles, building a high-performing, future-ready team.  

Champion the development of organizational capabilities, elevating CX expertise through advanced data-driven strategies, client journey mapping, and CRM innovation.  

Demonstrate exceptional partnership skills, collaborating seamlessly with cross-functional teams, divisional leadership, and key stakeholders to align priorities and achieve shared goals.  

Lead transformative change across the organization, influencing cross-functional teams and stakeholders to adopt innovative practices and align with a forward-thinking vision. 

 

You are energized by: 

Delivering excellence in a highly collaborative and dynamic work environment  

Navigating complexity and driving consistent transformation and change   

Curiosity and high learning agility 

Collaborating with passionate teammates    

People leadership, coaching and development  

 

What you will bring to the team:  

Minimum of 20 years' experience, with a minimum of 15 years in hands-on CRM, digital marketing, client experience, with demonstrated progression in responsibility and oversight. At least 10 years should be in a leadership capacity, managing teams effectively. 

Advanced proficiency in data-driven decision making, journey mapping, and client lifecycle optimization 

Exceptional verbal and written communication and presentation skills, with a keen eye for detail and storytelling 

Strong financial, analytical, organizational, and analysis skills with an expert level mastery of Excel and PowerPoint 

You are a seasoned and respected leader with extensive experience driving and developing a newly formed team, coaching high-caliber talent, and fostering a culture of creativity, collaboration, excellence whilst driving results 

Strong enthusiasm for digital eCommerce, Personalization, and Client Experience and a keen interest and proven results contributing to the luxury retail sector, demonstrating an understanding of its unique challenges and opportunities 

Strategic thinking and the ability to exercise strong analytical skills to translate insights into actionable plans  

You are a leader with a strongly informed point of view, who is diplomatic, yet persuasive and who can support and evolve initiatives in a highly competitive and constantly evolving landscape 

Exceptional presentation skills with the ability to articulate complex security concepts to senior leadership and business stakeholders, driving informed decision-making 

You have a deep passion for fashion, beauty, and luxury lifestyle trends, with a strong affinity for our brand’s values and aesthetic 

 

Position Logistics:  

The position is based in New York City, with a hybrid work model requiring three days on-site at the CHANEL corporate office 

Minimum of 20 years’ experience and deep understanding of digital marketing, CRM, ecommerce, performance marketing, digital analytics ideally within luxury and/or best in class brands 

Bachelor's degree in business, digital marketing or a related field, MBA preferred 

Excellent verbal and written communication skills, with a keen eye for detail and storytelling 

Exceptional leadership, vision and strategy around emerging trends in consumer behavior 

Some travel may be required  

 

*Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.  

Compensation: 

The anticipated base salary range for this position is $248,600 - $330,000.  Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks. 

Benefits and Perks: 

Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund  Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership) Generous paid time off policies to include vacation, holiday, sick and volunteer days  401K and other incentives  Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking 

Additional Information: 

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in: 

 

Diversity and Inclusion: 

At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all.  We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.  We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support. 

 Chanel Community: 

CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities. Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations. 

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Sustainability: 

CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels. Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives. 

Arts and Culture: 

We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.  US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center. 

Fondation Chanel: 

Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.     For more information, please navigate to the Fondation Chanel website here   

 Career and Leadership Development:  

We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills. 

 *Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.