Job Description
YOUR ROLE @CHANEL
As a CRM Executive, you will act as the key link between Marketing/CRM team and the boutique, centralising and coordinating CRM activity while embedding a strong clienteling culture across the team. You will support Fashion Advisors in building long‑term, meaningful client relationships by translating data, insights, and marketing strategy into practical, actionable routines on the shop floor.
Reporting into Boutique Management, you will play a hands‑on role in driving CRM adoption, raising capability across digital tools, and ensuring a consistent, elevated client experience aligned with CHANEL standards.
WHAT IMPACT YOU CREATE AT CHANEL
Boutique CRM Action Plan & Performance
· Develop (with Boutique Director) and take ownership of the Boutique CRM Action Plan, aligned with both core and boutique‑specific objectives including client recruitment, retention, reactivation, conversion and upgrading.
· Regularly review Power BI dashboards to identify client insights and performance trends, sharing clear actions with Boutique Management.
· Attend monthly CRM/Marketing catch‑ups to review performance, identify opportunities, and refine the CRM action plan.
· Participate in Client Engagement Workshops and CRM seminars, cascading best practices back to the boutique.
· Report on CRM actions, KPIs, outcomes and learnings to Marketing and Boutique Management.
· Deliver targeted one‑to‑one coaching to develop Fashion Advisors’ capabilities in building long‑term client relationships and driving sustainable client development.
· Support advisors in consistently delivering CHANEL‑standard client communications, including effective appointment preparation and structured follow‑up.
CRM Tools & Capability Building
· Act as the boutique CRM digital tools champion, supporting and guiding Fashion Advisors in the use of CRM digital tools
· Run regular sessions focused on data capture, data quality, and CRM best practices.
Coordinating CRM Activity & Engagement
· Coordinate CRM routines within the boutique and, where relevant, partner with CRM Ambassadors across boutiques.
· Facilitate monthly one to one CRM check‑ins with Fashion Advisors to review reports, KPIs and clienteling actions.
· Present CRM insights and priorities during morning briefs, ensuring CRM remains visible and actionable.
· Use initiative to keep CRM top of mind through engagement activities, such as challenges or competitions.
Entertainment, Event & Gifting Coordination
· Coordinate entertainment and gifting activities, including budget tracking, inventory management and targeting proposals.
· Review client lists provided by the CRM Marketing team with each Fashion Advisor to align outreach with strategy.
· Build bespoke client journey plans each year for top clients, to continue to develop and loyalise boutique client base.
· Host clients at various events (local, regional or international), acting as the boutique representative. Gather all relevant client details, be the main point of contact, and coordinate any necessary (travel) logistics.
· Liaise with counterparts in other markets for international boutique appointments, and identify shared client gifting and hospitality opportunities for multi-market top clients.
· Collate client responses and feedback to share insights with the Marketing/CRM team.
WHAT YOU WILL BRING TO THE ROLE
· Experience within luxury retail, premium retail or high‑service environments, with exposure to client development.
· A strong interest in CRM, clienteling and data‑driven decision making.
· Confidence using digital tools and dashboards, with solid proficiency in Microsoft Excel, PowerPoint and Word.
· Strong organisational skills with the ability to work autonomously and coordinate others.
· Clear and concise communicator, confident presenting CRM insights to teams.
· High attention to detail and a structured, proactive approach to follow‑up and execution.
YOU ARE ENERGISED BY
· Supporting others to build long‑term, trusted client relationships.
· Using data and insights to identify opportunities and drive client value.
· Collaborating across teams and stakeholders.
· Coaching, influencing and enabling people to succeed.
· Creating inclusive, personalised and memorable client experiences.
WHAT YOU WILL GAIN FROM THIS EXPERIENCE
· Hands‑on experience shaping CRM culture within a leading luxury boutique.
· Deep exposure to luxury clienteling strategies, tools and best practice.
· Close collaboration with Boutique Management and Marketing/CRM teams.
· Development of strong coordination, communication and influencing skills within a luxury retail environment.
· Contributing to the on-going and companywide vision of sustainability. Sustainability is one of CHANEL’s key performance drivers, embedded into our ways of working we require continued collective action from all employees to deliver on CHANEL’s House Sustainability Ambitions across our four key areas, Restoring Nature and Climate, Investing in Circularity, Advancing dignity and prosperity and Promoting the autonomy of women
BENEFITS AT CHANEL
Our employee benefits have been created to support you across your professional and personal life by offering you:
· Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories
· Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more
· Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
· Platforms: Multiple Platforms to support across Wellbeing
· Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales
· Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
*Benefits are eligibility dependant and subject to change at any time
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.