Head of CX (Client Experience)

Head of CX (Client Experience) 

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 hiring the Head of CX (Client Experience) for their US Digital and CX team based in New York City.  We are looking for a transformative leader for our newly established CX pillar, responsible for overseeing CEM, client journeys, personalization, and performance marketing teams. This strategic role is pivotal in shaping and driving meaningful, personalized client experiences across all omni-channel touchpoints. The ideal candidate will bring at least 20 years of experience in hands-on CRM, client journey mapping, and digital marketing roles, with a proven track record of leadership and innovation. 

Reporting directly to the Chief Digital & CX Officer, the Head of CX will lead the development and implementation of data-driven strategies that enhance client loyalty, retention, and engagement. This role will collaborate closely with Divisional leadership, Tech, Brand Communications and other key stakeholders to ensure the seamless integration of CX initiatives supporting divisional objectives. 

Leveraging deep expertise in client journeys and CRM, the Head of CX will orchestrate personalized touchpoints and connected experiences, ensuring the right message reaches the right audience at the right time. By using innovative technologies and actionable data insights, this role will identify opportunities to elevate the omni client journey and oversee the implementation of creative solutions. 

This position demands a visionary leader capable of fostering collaboration across teams, driving measurable business results, and setting a new standard for personalized communication and client experience excellence. 

What impact you can create at CHANEL: 

Connected Client Experiences  

• Develop and lead a transformative client experience strategy that establishes a new organizational capability, integrating in-depth client insights with data-driven, documented, end-to-end client journeys. Identify opportunities for optimization and bring innovative solutions to align touchpoints with client expectations, divisional goals, and brand standards. 

• Oversee the development and execution of a cutting-edge automated CRM strategy that leverages analytics, predictive modeling, and emerging technologies to enhance brand loyalty, engagement, and retention. Drive personalized campaigns and lifecycle journeys using various client touchpoints ensuring seamless coordination of marketing calendars, segmentation strategies, and client preferences. 

• Oversee AI-driven personalization and UX research strategies that enhance client engagement through tailored experiences, while collaborating with Artistic Direction to maintain alignment with brand aesthetics and elevate user satisfaction. 

• Drive innovative perfor