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Job Description
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