Job Description

CHANEL’s ambition is to be the ultimate luxury house - deeply meaningful to the clients who matter most. In Hong Kong and Macau, where sophistication runs deep and expectations are uncompromising, our most valuable client relationships deserve a dedicated strategic architect.

The Top Client Experience & Development Manager sits at the intersection of brand vision, commercial strategy, and human connection. You will define how CHANEL shows up for its top clients - not through transactions, but through every chapter of their journey with the House.

This role ensures that CHANEL’s relational promise is not only preserved but elevated - through tailored experiences, meaningful moments, and long-term advocacy.

Impact You Can Create:

Shape the Strategic Client Development Cycle & Vision

• Define and drive the annual Top Client strategy and mid-term development roadmap, ensuring alignment with HKMO market dynamics and CHANEL’s global vision.

• Shape the end-to-end Top Client journey across Fashion, High Jewelry, and High Watchmaking - identifying strategic moments for renewal, generational engagement, and deepening emotional connection with the House.

• Develop a forward-looking understanding of top clients and prospective top clients - their lifestyles, values, and evolving aspirations - translating insights into differentiated engagement strategies.

• Proactively share HKMO perspective and client intelligence with regional and global stakeholders to influence broader strategy.

Architect Experiences & Hospitality Excellence

• Design high-impact, tailored experiences and hospitality programs that set CHANEL apart in one of the world’s most discerning luxury markets.

• Leverage strategic local and international partnerships to create exclusive moments - connecting clients to the depth and heritage of CHANEL in ways that feel personal and exceptional.

• Elevate CHANEL’s gifting philosophy and event curation to reflect the sophistication and intimacy our top clients expect.

• Drive post-experience analysis and feedback loops to continuously refine the quality and impact of client touchpoints.

Empower Boutiques & Build Capabilities

• Serve as a strategic partner to boutique leaders, coaching and equipping teams to build deeper, more authentic client relationships and foster genuine advocacy.

• Lead initiatives such as the VIC Insider Collective to embed a culture of excellence, proactive client engagement, and elevated etiquette across all HKMO boutiques.

• Provide hands-on guidance during boutique visits - shaping floor presence and service gestures.

• Accompany and drive the upskilling of frontline teams on top client engagement frameworks and evolving service standards.

Lead Cross-Functionally & Drive Alignment

• Act as the connective thread across Retail, Marketing, Merchandising, Boutique Client Engagement Experts, and boutique management - ensuring unified execution and shared ownership of the Top Client experience.

• Lead regular cross-functional alignments with an appropriate meeting cadence, driving accountability and fostering a collaborative culture around client excellence.

• Collaborate with other divisions on synergies and shared priorities to lay the foundation for a cohesive, one-house top client journey.

Champion Performance Intelligence & Innovation

• Monitor, analyze, and act on client KPIs, event ROI, and qualitative feedback - building a continuous improvement loop that sharpens strategy over time.

• Champion data compliance, particularly in cross-border CRM management, and support the evolution of digital clienteling tools such as InCHANEL.

• Stay attuned to the competitive landscape and best practices - both within luxury and beyond - to fuel innovation in top client engagement.

• Drive pilots for new engagement concepts in collaboration with retail and communications teams: from stakeholder animation and planning to post-pilot conclusions.

You Are Energized By

• Creating deeply personal client moments with measurable business outcomes

• Navigating complexity and orchestrating transformation across multiple stakeholders

• The art of hospitality - understanding that every detail signals how much we care

• Coaching and developing people, watching teams grow into their potential

• Working at the pace of luxury - where patience meets precision

• Connecting global brand vision to local cultural context

• Fostering creativity, testing ideas, and learning from every experience

What you will bring:

• Passion for client excellence - a genuine belief that relationships are the heart of luxury, with 10+ years of experience in luxury retail, clienteling, hospitality, or high-net-worth client management.

• Strategic vision with executional rigor - proven ability to design and lead client strategies that drive measurable business impact, not just execute programs.

• Exceptional emotional intelligence - comfortable and credible engaging ultra-high-net-worth individuals and senior leadership alike.

• Cultural fluency and aesthetic sensibility - an instinctive understanding of the codes of elite hospitality, social etiquette, and cross-cultural nuance.

• People leadership - experience coaching and developing teams, with a genuine passion for elevating others and building cultures of excellence.

• Analytical and organizational strength - able to navigate complex logistics, compliance requirements, and multi-stakeholder environments with composure.

• Effective communication - ability to share vision clearly, influence without authority, and foster alignment across diverse teams.

• Continuous learning mindset - staying curious and open to new tools, methodologies, and evolving client expectations.

• Fluent in English; Cantonese and Mandarin are an advantage.

CHANEL is committed to nurturing your personal growth and fostering an inclusive culture that values your unique perspective and potential. Join us to co-create extraordinary client moments and define the future of luxury in Hong Kong and Macau.