Head of Client Care Transformation

CHANEL; Greater London; On-site; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension

Retail Discounts across CHANEL product

Employee Assistance

Job summary

CHANEL Head Office in London is seeking a Head of Client Care to lead a strategic transformation across divisions, uniting the UK centres under a single vision and roadmap for the future of luxury client experience.

You will partner with senior leaders, elevate digital capabilities, streamline processes, and build a connected, high-performing team that delivers seamless, personalised service while upholding CHANEL’s standards.

Qualifications

• Proven experience leading complex Client Care transformations across multiple teams.
• Strong stakeholder management with ability to influence senior leaders.
• Commercial and strategic thinking using client insights to drive impact.
• Ability to translate strategy into actionable roadmaps and measurable outcomes.
• Experience shaping evolution of client care platforms, Salesforce preferred.

Responsibilities

• Define and deliver a unified Client Care transformation strategy for the UK.
• Partner with senior leaders across Fashion, Fragrance & Beauty, Digital, Retail and IT.
• Lead the transformation agenda, evolving processes, technologies and ways of working.
• Provide strategic direction to centres, fostering collaboration and shared capabilities.
• Champion data-driven client insights to influence business decisions.

Job description

CHANEL Head Office in London is seeking a Head of Client Care to lead a strategic transformation across divisions, uniting the UK centres under a single vision and roadmap for the future of luxury client experience.

You will partner with senior leaders, elevate digital capabilities, streamline processes, and build a connected, high-performing team that delivers seamless, personalised service while upholding CHANEL’s standards.