Head of CX (Client Experience)

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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• 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