Group Director, CX Program Management

 Group Director, CX Program Management 

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. 

About the role: 

CHANEL is now hiring Group Director, Client Experience (CX) Program Management in New York City.  We are looking for a functional strategist and domain expert to lead the orchestration and governance of our digital marketing platform within the Digital and CX organization. This role will drive the evolution of marketing automation, develop loyalty-driven programs, and expand omni-channel engagement efforts to deepen client relationships. This Group Director, CX Program Management role requires a minimum of 10 years in CRM; customer lifecycle and retention marketing with recent expertise in Salesforce Marketing Cloud. 

What impact you can create at CHANEL: 

• Ensure seamless governance and execution of marketing automation strategies across multiple channels 

• Drive marketing platform product roadmap in partnership with Business and Tech to support CRM capabilities 

• Responsible for business sign-off on evolutions that impact digital marketing platform and functional journeys 

• Lead program and journey prioritization based on business goals and client needs 

• Drive behavioral and lifecycle marketing program strategy and oversee implementation 

• Develop and manage direct mail and sampling strategies 

• Oversee forecasting and inventory of samples and gifts to ensure seamless execution 

• Support priority campaigns through sampling with a focus on operational efficiency and loyalty-driven tactics 

• Foster strong relationships with internal teams, effectively bridging Digital, Tech, and Business.  

• Manage vendors relationships to align on strategy and drive execution 

• Drive innovation and testing to introduce new engagement channels and optimize program performance 

• Lead the testing strategy to optimize and improve touchpoints within communication journey. 

• Partner with Client Intelligence and Data teams to monitor activated client segments and identify growth opportunities 

• Manage budgets, SOWs, and vendor negotiations 

• Lead on-going upskilling and training to maintain cutting-edge expertise within the team 

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You are energized by: 

• Strategic vision & execution: Balancing long-term goals with short-term action plans  

• Data drive journeys: Leveraging insights to craft seamless, brand-relevant client experiences 

• Technical Curiosity: Deep understanding of the digital landscape, CRM tools, and CDP platforms 

• Problem-Solving: Ability to manage projects, troubleshoot challenges, and provide solutions