Job Description

Client Services Co-ordinator

Location: CHANEL Selfridges

Contract: Permanent, Full-time

Our boutiques are at the heart of our business, and delivering an exceptional client experience remains our priority. Acting as a key link across all areas of the boutique, the Client Services Co-ordinator role works in partnership with boutique teams, external partners, and clients to deliver a seamless and elevated client experience.

Operational at its core, Client Services supports all aspects of boutique activity, delivering impactful touchpoints across communication, logistics, and day-to-day operations. The role plays a vital part

in facilitating smooth interactions and ensuring the highest standards of service throughout the client journey.

The role reports into the Operations Manager

WHAT IMPACT CAN YOU CREATE AT CHANEL

CLIENT RELATIONS

• Contact - Be the first point of contact for the boutique from the Client Care Centre, Personal shopping, other boutiques, and any external partners.
• Create an efficient synergy between the boutique and the CCC to ensure a seamless journey for the client before and after the boutique visit.
• Client Communication - Provide solutions and be able to ensure the client experience is at the highest levels by rapid decision making on client requests, responding to client complaints, including aftersales if appropriate and timely client communication on all client services.
• To prioritise tasks, especially those relating to client enquiries, effectively and efficiently.
• Online Appointment Booking - To introduce and manage the online appointment booking system for the boutique, including the management of the booking tool, the communication with all relevant team members, and the reporting.
• VOC - Reports all the weekly VOC reports to Management
• Client Experience Team - Close working relationship with the Client Experience Host (if applicable) and support with the queue management at key peak periods.
• Client Stock Management - Core responsibility for all client stock movement (returns, loans, reservations, remote sales, stock investigations, serial numbers, personal shopping (if applicable)
• Collaboration - Maintain a high level of collaboration across the boutique and between boutiques being the glue to client services. To include Aftersales, Cashiers, and Stock teams, tailors and IT. Liaise with Operations Team in HO and during monthly Ops call.
• Reporting - Reports and analysis on client services and power BI to Management.

OPERATIONAL EFFICIENCIES

• Salesforce technology - Use of salesforce technology to answer all client queries from CCC
• Develop key relationships with stakeholders to support the day-to-day operations of client services and all that it entails.
• Admin support - for the Operations Manager including - POS stationary, Packaging, Chanel & moi services and equipment and uniform.
• Client Services - Key contact for all delivery and courier services used for client services within the boutique (DHL, DPD) and YOLK (local courier service).
• Stock movement and Export Shipping - Complete understanding of all stock movement procedures and shipping, VAT, and tax implications for clients.
• Project Support – Responsible for the successful implementation of all new client service projects/pilots introduced into the boutique (updates on Pioneer, My360)
• Technical Support – You will be a designated superuser for all IT within the boutique. Your experience will enable efficient client service delivery in a timely and proficient manner.
• Sustainability - Support the Operations Manager with having Sustainability at the forefront of all day-to-day decisions.

YOU ARE ENGERGISED BY

• Being highly organised, rigorous, and reliable.
• An ability to organise workload autonomously, multi-task and anticipate scenarios.
• Creating a seamless experience for the clients in terms of the service levels offered, using excellent communication skills, both verbal and written.
• Working collaboratively with multiple peers and partners and enjoy forming these critical relationships.
• Training and coaching the team of FAs across all digital tools and compliance for client services.

WHAT YOU WILL BRING

• A calm and professional approach with an ability to problem solve and work efficiently and accurately under pressure.
• A good working knowledge of Salesforce and any software necessary for courier and delivery bookings.
• An ability to manage online appointment bookings and boutique appointments and the rigour to follow up and ensure success.
• Strong IT skills and leading by example for the team in all new digital projects.
• Excellent client service skills and a desire to reach the best conclusion.
• Great diplomacy and good negotiation skills
• Coaching and one to one training skills
• The ability to form exceptional and lasting professional relationships with peers and clients.
• Well versed in meeting the requirements of discerning clients.
• Outstanding interpersonal skills.
• Confident and effective communication at all levels.
• Meticulous attention to detail.
• Organised and methodical.
• Excellent level of written and oral communication.
• Strong multi-tasking skills
• Ability to adapt to a fluid environment

WHAT YOU WILL LEARN & WHAT CHANEL CAN OFFER YOU

• The opportunity to be a part of a pivotal, newly created link role that will be the connection between the boutiques, the client, and the Client Care Centre as well as external partners
• The ability to reach a huge number of colleagues and to develop influential partnerships across the retail network.
• Delivery of excellence in an environment that places the long-term success of CHANEL at its forefront
• An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL
• An environment to express both your curiosity and capability, with the aim of creating sustainable long term personal and professional growth

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 100s 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.