Senior Client Experience Design Manager

About the Role

Reporting to the Head of Customer & Client, Fragrance & Beauty Products, North Asia, you will be integral in developing a framework that connects channels, touchpoints, campaigns, and personas to enable seamless, targeted outreach to customer & client in the region.

What Impact You Can Create at Chanel

Persona, Journey, and Experience Design

• Design overall Client Experience strategy, as well as framework for persona, journey, and experience design.
• Define data-led target personas of both customer and clients, encompassing demographics, needs, pain points, category affinity, product expertise, channel, and content preference and other variables to shape each persona’s ideal experience across touchpoints.
• Define persona-led omni-channel journeys to enhance the delivery of the ultimate luxury experience.
• Work with analytics teams on ongoing reviews of both persona and journey designs.
• Propose key performance indicators and metrics to measure the effectiveness of Client Experience-led activities, including persona and journey design.

Define CHANEL Content Framework

• Define a content framework for North Asia which connects channels, touchpoints, campaigns, and personas for a 360 view on communications, enabling targeted communications to each customer and client through all different platforms.
• Propose appropriate applications or solutions to bring the content framework to life and ensure seamless executive of communications to customers and clients.

Strategic Influence

• Lead customer and client experience design and collaborate with Loyalty, Marketing, Omni-channel, Digital, and Tech teams to enable the delivery of optimised experiences.
• Support Markets in localising regional frameworks and execution of applicable journeys.

You Are Energised By

• Partnering with business stakeholders across the organisation, building relationship and influencing in a highly collaborative, matrixed, and multicultural environment.
• Embodying and delivering the ultimate CHANEL luxury experience to clients.
• Thinking innovatively of different ways to approach projects & challenges, leveraging insights, data, and strategic planning to translate vision into practical plans and deliverables.
• Building and leading teams aligned with a shared vision.

What You Will Bring

• 10+ years of relevant experience in Customer Strategy, CRM- or Client Experience-design, preferably in the Luxury or Beauty industries.
• Passion for Beauty industry – good knowledge of products and trends across the landscape, including our competitors.
• Experience across strategy to execution – hands-on experience working with data, strategic briefs, and ground-level operations.
• Strong project and people management skills to ensure success in a fast-paced, diverse, and multicultural work environment.
• Proven ability to work with and lead teams without relying on structure authority, advancing the business by challenging the status quo.
• Excellent written and spoken English, proficiency in Mandarin Chinese, Cantonese or Korean is a plus.

What Chanel Can Offer You

Brand Legacy: In-depth exposure into the rich brand and cultural evolution of the House of CHANEL.

Leadership: Collaborate closely with Regional and Global leadership to develop strategic goals.

Talent Development: Chanel is committed to developing and empowering our people.

Collaborative Culture: Be part of a collaborative and inclusive culture, where diverse perspective are valued and partnerships are fostered across functions and regions.

Support and Resources: As a leader at Chanel, you will have access to the resources, support and infrastructure needed to continue to grow successfully.

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.