Account Manager - John Lewis Stratford

CHANEL; Greater London; On-site; GBP 42,000 - 58,000; Full time

Benefits offered by this job

Private medical insurance

Retail discounts

Employee assistance program

Arts & Culture discounts

Service awards

Job summary

CHANEL is seeking an Account Manager to lead the Fragrance & Beauty counter at John Lewis Stratford, driving retail excellence and shaping the customer experience. You will manage day-to-day counter operations, coach a high-performing team, and build strong retailer partnerships to grow the CHANEL brand in-store.

The role requires strong business acumen, leadership, and a passion for delivering exceptional client experiences in a luxury environment.

Qualifications

• Proven leadership experience in luxury or premium retail.
• Ability to coach and develop a diverse team while fostering collaboration.
• Passion for creating memorable, client-centric experiences.

Responsibilities

• Lead a high-performing team with a focus on collaboration and empowerment.
• Recruit, onboard and train the counter team while ensuring product knowledge and service excellence.
• Drive business planning, forecasting, promotions and category development to improve performance.
• Oversee day-to-day operations including rota management, stock monitoring and reporting.

Skills

Leadership

Coaching

Clienteling

Strategic thinking

Commercial awareness

Decision making

Team development

Job description

Account Manager

Location: John Lewis Stratford

Contract: Permanent, 37.5 hours/week, any 5 in 7 days

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 everyperson and give our clients the confidence to become the true expression of themselves through exceptional fragrance, makeup and skincare creations.

Your role @CHANEL:

As anAccount Manager within our Fragrance & Beauty division, youwill lead a dynamic and passionate team, inspiring them to embody CHANEL values and deliver exceptional client experiences. This role is pivotal in driving retail excellence, cultivating team performance, and upholding the brand image within the market.

With a strong sense of business acumen and leadership, you play a key role in strengthening our presence in store by managing the day-to-day operations of the counter while coaching, motivating and mentoring the team.

What impact you can create at CHANEL:

People Management

• Inspire, develop, and manage a high-performing team with a focus on collaboration, diversity, and empowerment
• Lead onboarding and continuous training of the team, ensuring strong product knowledge, service excellence, operational compliance, and support with employee relations
• Set and review individual and team goals, provide regular performance feedback, and support career development plans
• Partner with the Talent Acquisition team to manage full recruitment cycle

Business Development

• Contribute to business planning, including forecasting, promotional strategies, and category development
• Monitor and analyse business KPIs to inform strategic actions and improve commercial performance
• Proactively recruit new clients and support clienteling initiatives to deepen customer relationships and drive client loyalty
• Collaborate regularly with the Retail Development Manager to review counter performance, share insights, and develop growth strategies
• Build strong partnerships with retailer teams, supporting cross-functional collaboration and shared business objectives

Operational Excellence

• Oversee day-to-day retail operations, including rota management, stock monitoring, and accurate reporting aligned with retailer systems
• Ensure the flawless execution of brand activations, events, and in-store campaigns
• Uphold brand standards for grooming, presentation, and environment

Client Experience

• Set expectations for client service excellence by leading with authenticity, empathy and deep product expertise
• Champion the brand’s signature service approach, ensuring all client interactions are elevated and immersive

What you will bring to the role:

• Proven leadership experience in a luxury or premium retail environment, ideally within beauty or fragrance
• The ability to coach and develop a diverse team while fostering a culture of collaboration
• A passion for creating memorable, client-centric experiences
• Strategic thinking with strong commercial awareness and decision-making capabilities
• A solution-focused approach, thriving in a fast-paced and evolving environment

You are energised by:

• Creating memorable and long-lasting client relationships
• Building and nurturing a culture where achievement is celebrated and learning is continuous
• Driving commercial results and taking ownership of your business
• Investing time in coaching, mentoring, and development the team
• 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 will you gain from this experience:

• The opportunity to be part of a globally recognised luxury brand known for its timeless heritage
• You will be empowered to take ownership of your impact within CHANEL and contribute to the UK region

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 Discountsacross multiple retailers including Supermarkets, Gyms, Days Out and 100’s more
• Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
• 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.