Head of Client Care

Head of Client Care

Location: CHANEL Head office, London

Reports to: Regional Head of e-Business & Digital Communication

Contract: Permanent, Full-Time

CHANEL is an independent company that believes in the freedom of creation, cultivates human potential, and acts to have a positive impact in the world.

“In order to be irreplaceable, one must always be different” stated company founder, Gabrielle Chanel. At CHANEL, we strive to identify what is unique in each person and support them through their journey with the brand.

Our mission at CHANEL Beauty is to underline what is most unique in every person and give our clients the confidence to become the true expression of themselves through exceptional fragrance, make up and skincare creations.

Your role @CHANEL:

The successful candidate will lead the strategic transformation of Client Care across Divisions, bringing together the expertise and capabilities of the existing Client Care centres around one shared vision for the future. Working in close partnership with the Client Care leads, who oversee the operations of the teams, this role will focus on shaping and delivering the Client Care transformation roadmap. This includes elevating technology and Digital capabilities, simplifying processes, driving efficiencies and developing more connected ways of working across the UK. Through strong leadership, cross-functional collaboration and an innovation-led mindset, the role will create a future facing Client Care model that enables advisors to deliver a seamless, personalised and exceptional luxury experience.

What impact you can create at Chanel:

• Define and deliver a unified Client Care transformation strategy for the UK, bringing the centres together around a shared vision while reflecting the specific needs and expertise of each Division.
• Act as a strategic partner to senior leadership across Fashion, Fragrance & Beauty, Watches & Fine Jewellery, Digital, Retail and IT teams, influencing decision making through client insights, operational expertise and market trends.
• Lead the Client Care transformation agenda, evolving capabilities, processes, technologies and ways of working to create a more connected, efficient and future-facing model.
• Provide strategic direction across the Client Care centres, partnering with the Client Care leads to strengthen collaboration, build shared capabilities and support high-performing teams.
• Demonstrate strong leadership skills with a transformation mindset, championing future innovation, technology and enhancing the Client Experience
• Lead the evolution of Client Care technology, including digital service capabilities, to enhance both the Client and advisor experience.
• Champion a Client insights culture, leveraging data and Client feedback into actionable recommendations that influence business strategy, Client engagement and operational performance.
• Partner with the Client Care leads to review KPIs, service levels and operational insights, identifying trends, risks and opportunities that inform transformation priorities.
• Own and prioritise the Client Care transformation roadmap, ensuring resources and investments focus on initiatives that deliver the greatest value for Clients, advisors and the House.

What you will bring to the role:

• Proven experience leading complex Client Care or service transformation, bringing together multiple teams or operating models around a shared strategic vision.
• Strong Stakeholder management skills, with the ability to influence and align senior leaders around a shared vision and agenda.
• Commercial and strategic thinking, using Client insights and operational data to identify opportunities, shape priorities and drive measurable impact.
• Ability to influence stakeholders at all levels and lead cross-functional initiatives that deliver meaningful client and business outcomes.
• Strategic mindset with a track record of partnering with operational leaders to balance immediate business needs with long-term transformation objectives.
• Strong programme leadership skills, with the ability to translate a future vision into a structured roadmap, clear priorities and measurable outcomes.
• Strong change leadership capabilities, with experience building alignment, navigating complexity and embedding new technologies, processes and ways of working.
• Commercially minded and data driven, using insights to inform decision making, shape priorities and drive measurable business impact.
• Strong technical understanding, with experience shaping the evolution of Client Care platforms,(Salesforce experience preferred).

You are energised by:

• Driving the future of Client Care through innovation, transformation and continuous improvement.
• Partnering across local, Regional and Global teams to drive strategic client and business objectives
• Building shared capabilities and enabling high-performing teams through partnership, curiosity and continuous learning.
• Creating exceptional client experiences that reflect CHANEL's standards of luxury and excellence.
• Using data and insights to influence decisions, shape strategy and drive performance.
• Leading transformational initiatives that enhance the Client and advisor experience, unlock efficiencies and create lasting business impact.
• Contributing in the on-going and companywide version 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
  • Promoting the autonomy of women

What you will gain from this experience:

• Contribute to a people focused culture where your impact and expertise are valued
• Being part of a dynamic team, whilst developing your knowledge of the evolving luxury industry 
• An opportunity to work with senior stakeholders and influence business decisions
• Strengthen your ability to use technology as a powerful tool to support and enhance business operations of the future
• Shape the future of Client Care within the House, building alignment and enabling consistent knowledge sharing across the UK and Ireland, as well as best-practice sharing with Canada and South Africa.
• The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.

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 dependent 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.