Top Client Experience Manager

Location ShanghaiShanghaiChina
Type Other
Seniority Manager
Posted Mar 17, 2026
Apply Now

Chanel Shanghai seeks a Top Client Experience Manager to lead VIP clienteling and elevate luxury client service in Shanghai.

Overview

Chanel is a leading global luxury house renowned for its haute couture, ready-to-wear, leather goods, accessories and beauty lines. As part of a prestigious independent maison, the brand is distinguished by meticulous craftsmanship, a cultivated heritage, and an uncompromising standard of client service. Chanel offers career paths across retail, creative, and corporate functions with an emphasis on brand stewardship and long-term talent development.

Role & Responsibilities

  • Own end-to-end client experience for top-tier and VIP clientele in the Shanghai market, ensuring personalised, anticipatory service consistent with Chanel standards.
  • Design and implement bespoke clienteling strategies and loyalty programmes to maximise lifetime value and increase retention among high-net-worth customers.
  • Lead, coach and develop a team of client advisors and clienteling specialists; set performance objectives and deliver regular feedback and training.
  • Coordinate cross‑functional activities with boutique operations, sales, merchandising, marketing, CRM and events teams to deliver seamless omni-channel experiences.
  • Plan and execute exclusive client events, private appointments and bespoke services in-market to strengthen relationships and drive high-impact conversions.
  • Leverage CRM systems and data analytics to segment VIP clients, prioritise outreach, measure campaign effectiveness and report key KPIs to senior management.
  • Ensure meticulous record-keeping of client preferences and interactions while maintaining compliance with privacy policies and internal procedures.
  • Act as the local ambassador for Chanel’s service standards, driving continuous improvement initiatives and sharing best practices across the region.

Qualifications

  • Proven track record in luxury retail clienteling or private client management with demonstrable results in client acquisition and retention.
  • Experience managing and developing high-performing teams in a retail or client-service environment.
  • Strong commercial acumen with ability to translate client insight into revenue-generating programmes and measurable KPIs.
  • Excellent interpersonal and negotiation skills with cultural sensitivity for Greater China clientele.
  • Fluency in Mandarin (Putonghua) and professional working proficiency in English.

Skills

VIP clienteling Client relationship management CRM strategy and execution Customer lifecycle management Team leadership and coaching Event conception and execution KPI tracking and reporting Cross-functional stakeholder management Microsoft Excel Microsoft PowerPoint Fluency in Mandarin and English

Experience

Typically 5+ years of progressive experience in luxury retail or private client management, with at least 2 years in a supervisory or managerial capacity and a strong record of servicing high-net-worth clients within the Greater China market.

Education

Bachelor’s degree in Business, Marketing, Hospitality, Luxury Management or equivalent professional experience.

Culture

Chanel cultivates a refined, detail-oriented workplace where heritage, creativity and excellence converge. Employees are expected to uphold the maison’s meticulous standards while benefiting from structured training, mentorship and opportunities to contribute across retail and corporate disciplines.