Job Description

what you can bring into the team:

• 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 OBOS client prioritie.
• Track client journey effectiveness and target achievement at OBOS level and explore gaps & opportunities for improvement, together with retail CEM 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.

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