CDI - Client Communication Strategy Director (M/F/X)

cc; Paris; Sur place; EUR 150 000 - 210 000; Plein temps

Résumé du poste

CHANEL recherche un Directeur Communication Client pour piloter la stratégie globale de communication client dans le secteur Fashion. Vous coordonnez les parcours clients multicanaux et travaillez en étroite collaboration avec les équipes globales et les marchés locaux.

Le candidat idéal possède une expérience confirmée dans le luxe, une vision stratégique et une parfaite maîtrise du CRM, du storytelling et du leadership d’équipe, avec une fluence en français et en anglais.

Qualifications

• Expérience 12 à 15 ans dans le luxe, la mode ou le retail premium.
• Compétences en leadership et gestion du changement.
• Maîtrise omnicanale du CRM et storytelling.

Responsabilités

• Définir et piloter la stratégie de communication client globale pour CHANEL Fashion.
• Analyser les tendances et insights clients pour guider les décisions.
• Diriger une équipe pluridisciplinaire et collaborer avec les régions et partenaires externes.
• Mettre en place des contenus et des KPI pour mesurer l'engagement client.

Connaissances

Leadership

CRM tools

Strategic thinking

Client communication

Team management

Bilingual FR/EN

Outils

CRM platforms

Description du poste

Permanent contract, based in Paris (1st arrondissement), available from september 2026.

FASHION DIVISION

Fashion is the brand’s original activity. Two Haute Couture collections, six Ready-to-Wear collections, and two capsule collections inspired by sportswear and lifestyle – Coco Beach and Coco Neige – offer a style that captures the spirit of the times and fits seamlessly into women’s daily lives. A dynamic silhouette and accessories are essential elements of CHANEL’s allure and the brand’s timeless codes, instantly recognizable, imagined by Gabrielle Chanel and now interpreted by Matthieu Blazy.

WHAT IMPACT YOU CREATE AT CHANEL

Fashion is the CHANEL Brand’s original activity. Each collection expresses the values dear to Gabrielle CHANEL through a unique and bold style: freedom, femininity, creativity. CHANEL Fashion emphasizes radical creativity and exceptional craftsmanship to offer a unique silhouette and provide its clients with an ongoing dream.

In the frame of the CHANEL Fashion Relational promise, the mission is to ensure that our Client Fashion Fundamentals are felt on each client touchpoint, fostering a meaningful and unique connection with each client that reflects the singularity of Fashion.

Reporting to the Fashion Client Strategy Director, the Client Communication Director drives the Global Client Communication strategy on the long-term, aiming to reinforce the engagement of each client within the 360 communication strategy, elevating each client communication journey while reinforcing CHANEL Fashion difference.

In close collaboration with the Global Orchestration Teams, the intention is to elevate each Collection Campaign, Fashion Moments, Calendar Celebration and Retail openings on the client communication locally relevant touchpoints across one-to-many, social CRM to clienteling channels and embark as well the regions to deliver it in the most relevant and impactful way. As a Client Communication expert, you will ensure the Fashion’s voice, values, and client-centric approach are reflected in every interaction, fostering client loyalty and engagement while supporting business objectives.

Key Responsibilities of the Fashion Client Communication Director :

Leading the Client Communication Strategy for CHANEL Fashion

• Define and implement a global client communication strategy, aligned with the Fashion’s vision and client experience vision, staying always locally relevant.

• Analyze market trends, client insights, and best practices to inform strategic decisions.

• Position CHANEL Fashion for excellence and innovation in client communication, always fostering its singularity.

Impulse unique and relevant Clients Journeys through the right Orchestration Management depending on audiences

• Propose personalized communication journeys to strengthen client relationships and drive engagement within markets

• Oversee the deployment of communication channels (email, WhatsApp, WeChat, Line, social CRM, etc.) in complementarity with the other communication Levers (Media, Social Press etc..)

• Ensure relevancy in messaging, tone of voice, and storytelling by all touchpoints.

Deliver content & Assets and performance monitoring

• Collaborate with Orchestration teams to ensure tailored content to answer to Client Communication objectives, highlighting the role of each asset in the different clients journeys

• Create measurement frameworks and KPIs to assess communication impact and client engagement.

Team Leadership & Collaboration

• Lead and inspire a multidisciplinary team (content, CRM, digital, etc.).

• Foster a collaborative culture with internal stakeholders (Orchestration, Regions and markets, global teams).

• Manage external partners.

WHAT YOU WILL BRING

• 12 to 15 years’ experience in luxury, fashion, or premium retail, with proven expertise in client communication.

• Strategic thinker with strong leadership and change management skills.

• Excellent knowledge of omnichannel communication and CRM tools.

• Creative, client-centric, and results-oriented.

• Fluent in French and English

• Management of 4 people

WHAT ENERGIZE YOU & WHAT CHANEL CAN OFFER YOU

• The independence of a creative House that places people at its center
• The dynamism of an environment that cultivates excellence while fostering the fulfillment of all
• Opportunities for advancement, growth, and diverse career paths within a House attentive to each individual’s uniqueness

The richness of our teams is born from each person’s uniqueness. CHANEL values diversity in all its forms and is committed to treating every application fairly.

During your first interview, we will inform you about the steps of the process.

CHANEL HOUSE

Founded by Gabrielle Chanel at the beginning of the last century, CHANEL offers a wide range of high-end creations, including Haute Couture, Ready-to-Wear, leather goods, accessories, eyewear, fragrances, cosmetics, skincare, jewelry, and watches. CHANEL is also renowned for acquiring numerous specialized suppliers, manufacturers, and Métiers d’art, eleven of which are located at 19M, between Paris and Aubervilliers. Dedicated to ultimate luxury, CHANEL is committed to delivering exceptional craftsmanship. The brand has historically placed Creation at the heart of its core values.