Head of Client Care Transformation

Chanel, Inc.; Greater London; On-site; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension

Retail Discounts

Employee Assistance Program

Wellbeing programmes

Job summary

CHANEL Head office in London seeks a strategic leader to define and deliver a unified Client Care transformation across the UK. You will align divisions, partner with senior leaders, and shape a future-facing model that elevates luxury client experience through technology and process simplification.

You will champion innovation, manage cross-functional teams, monitor KPIs, and drive performance while embedding sustainability and best-practice sharing across regions.

Qualifications

• Experience leading complex Client Care or service transformation.
• Strong stakeholder management and ability to influence senior leaders.
• Strategic mindset with a track record of partnering with operational leaders.
• Data-driven approach leveraging client insights to drive decisions.

Responsibilities

• Define and deliver a unified Client Care transformation strategy for the UK, aligning divisions around a shared vision.
• Partner with Client Care leads to review KPIs, service levels and operational insights to inform priorities.
• Lead technology and process evolution to deliver a more connected, efficient, and future-facing Client Care model.
• Provide strategic direction and strengthen collaboration across client care centres, regions, and IT teams.
• Champion innovation and a data-driven Client Experience across the organisation.

Skills

Client Care transformation

Stakeholder management

Strategic leadership

Data-driven decision making

Tools

Salesforce

Job description

CHANEL Head office in London seeks a strategic leader to define and deliver a unified Client Care transformation across the UK. You will align divisions, partner with senior leaders, and shape a future-facing model that elevates luxury client experience through technology and process simplification.

You will champion innovation, manage cross-functional teams, monitor KPIs, and drive performance while embedding sustainability and best-practice sharing across regions.