Senior Client Journey Manager

Overview:

The Senior Client Journey Manager is a strategic leader responsible for designing, delivering, and continuously elevating a seamless, locally relevant end-to-end client journey that aligns with both global and regional frameworks.

This role is pivotal in executing client strategy, ensuring that every client interaction is meaningful and unique as per the client strategy. By championing client-centric experience and clientelling, the Senior Client Journey Manager directly contributes to the organization's vision of delivering exceptional client experiences and sustaining long-term business success.

Key Responsibility:

Design & Deliver Client Journey

Develop the client journey vision, define the long-term and short-term objectives based on client strategies that recruit new to CHANEL clients, enhance existing client experience & engagement and strengthen long-term relationships with our clients

Act as the single point of contact to design and deliver a singular, locally relevant, and end-to-end targeting-all client journey, ensuring integration with both regional and global frameworks

Oversee the comprehensive client program, consolidating client gestures, communications, experiences and pampering initiatives to delight and inspire clients at every touchpoint, with clear & regular ROI tracking

Proactively explore client journey enhancement and enrichment opportunities based on data insights and qualitative study

Manage the overall client relationship budgeting and exercise strong stewardship in allocating and (re) balancing budget across priorities, on time and on purpose

Digital Clientelling Tools Development and Optimization

Seamlessly connect and elevate the physical journey with a mapping digital client journey by leveraging omni-channel touchpoints and digital clientelling tools, ensuring a cohesive, connected and engaging experience for both clients and FA

Drive the modernization of digital clienteling tools and the digital service ecosystem, accelerating transformation through technological agility and client insights

Lead the digital test and learn pilot projects and steer the digital transformation of client journey together with IT and Retail teams

Manage and own the digital journey roadmap and backlog that serve the client journey priorities, working closely with IT for on-time, on-budget and on-quality delivery

Activation Of Client Journey

Partner closely with retail team to ensure client journey targets and objectives are aligned with retail ones at national, regional and boutique level.

Adapt and activate client journey and use cases per Boutique’s client priorities.

Track client journey effectiveness and target achievement at Boutique level and explore gaps & opportunities for improvement, together with retail CRM and retail teams.

Brand Excellence:

Ensure all client engagement & journey is driven by genuine connection, positive emotions, and outstanding service.

Uphold brand singularity and relational promise with client, and seamlessly integrating these values into every client touchpoint and experiences.

Empower teams to deliver personalized, excellent service that exceeds client expectations.

what you can bring to the team

Key Requirements & Competencies

At least 12 years of relevant working experience with more than 3 years in a senior leadership or cross-functional management role,

Digital project/experience is a must-have.

Retail insights & experience is a strong plus.

Hybrid of strategy consulting and in-house experience is a strong plus, preferably in luxury retail or premium DTC retail brands.

Strategic Thinking: Ability to develop and implement client journey strategies.

Leadership: Inspirational leadership skills with a track record of managing, mentoring, and mobilizing cross-functional teams.

Data-Driven Decision Making: Proficiency in interpreting client data, KPIs, and feedback to drive continuous improvement.

Digital Acumen: Deep understanding of digital clientelling platforms, emerging technologies, and best practices in retail environments.

Communication: Exceptional written and verbal communication skills for influencing stakeholders, presenting insights, and managing change.

Stakeholder Management: Skilled in building strong relationships with internal and external partners, managing expectations, ambiguity and conflicts.

Active learner, agile and resilient