Client Experience Manager

CHANEL continuously evolves in its search for perfection. In a demanding and constantly evolving context, as a true ambassador of the brand and guarantor of excellence in our CHANEL Fashion boutique, the Client Experience Manager will be responsible for ensuring the ultimate client experience throughout the client journey.

The Client Experience Manager supports and organizes daily the boutique team and ensures CHANEL remains the ultimate reference in luxury by constantly initiating and driving projects in order to enhance our Client Experience.

Enthusiastic, warm and attentive, he/she works closely with the Sales Manager team and thus promotes collaboration and the successful achievement of results.

Key Responsibilities:

Manage a Welcoming Team.

• Ensures that the team understands and deploys the House's strategy.
• Coaches the team to achieve a high level of client experience.
• Leads the team to foster collaboration and enthusiasm.
• Builds and leads briefs with the team.
• Federates and motivates the team towards the achievement of objectives via annual and follow-up interviews.
• Defines priority actions for individual skills development and monitors them.
• Establishes the schedule for his/her team in order to optimize welcoming according to traffic.

Manage and Coordinate the Boutique Floor Operations.

• Ensures that daily planning of advisors is efficiently planned and adhered to.
• Guarantor of sufficient floor coverage according to the team of the day, taking into considerations all factors such as trainings, breaks, other tasks etc.
• Provide daily operational support to the sales teams to develop the service while maintaining an environment of excellence.
• Unites and ensures a smooth collaboration across roles.
• Suggests pro-actively ideas on operational gains in customer journey flow to improve efficiency and service level.

Welcoming and Client Experience Excellency.

• Through your presence on the floor, being the guarantor and ambassador of the Ultimate House of Luxury.
• Recognizes and welcomes loyal clients of the boutique.
• Develops and unites all teams around the importance of Client Experience and Client loyalty.
• Pro-actively suggests ideas on service excellence to make sure CHANEL remains the Ultimate house of luxury.
• Is a key contributor to projects designed to enhance the CHANEL Client Journey and collaborates with Marketing and Learning to implement action plans.
• Constructively and creatively solves client complaints.
• Regularly provides feedback on competitor client services and reports to Boutique management.
• Always embodies the environmental and societal values of the House and acts as an ambassador of the house.

Drive the Business.

• Support the sales teams on the floor in collaboration with the Sales Managers.
• Ensure the implementation of and compliance with the Boutique procedures and the Boutique Charter.
• Participates in the optimization of sales.
• In collaboration with Boutique Manager he/she contributes to the development and implementation of the boutique overall strategy.
• Uses CHANEL Brand Equity safeguarding as a filter in decision making.

The Missions of the Client Experience Manager are as Follow:

• Coordinator of boutique floor activities and team efficiency.
• Driver and guarantor of client experience excellence.
• Leader and effective decisionmaker, aligned with the image of the brand.
• Ambassador and role model of the brand at all times.

Your Profile:

• Warm and welcoming personality.
• Eye for detail and good memory.
• Natural leadership skills.
• Ability to adapt to a constantly changing environment.
• Solution oriented.
• Ability to unite and with excellent interpersonal skills.
• Guarantor of exemplarity.
• Fashion sensibility and attentive to trends and culture.
• Intercultural openness and ability to establish trust.
• Emotional and situational intelligence.
• Reliable, with integrity.
• Ability to handle high traffic situations and stress with grace and flexibility.
• English is a must, Arabic and French would be an advantage.