Head of Marketing & Client Experience

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths, and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired, and feel included now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organization and its people.

We are now hiring a Head of Marketing and Client Experience for our Fragrance and Beauty division.

The Head of Marketing & Client Experience drives brand desirability, category performance, and client-centric growth across all channels. The role orchestrates product, trade, client, digital, and experiential marketing in a fully integrated 360° approach, elevating client lifetime value, brand equity, and business performance.

Key Missions & Responsibilities

1. Product & Category Strategy

Drive innovation, portfolio relevance, and commercial performance:

Orchestrate the Marketing Innovations Calendar roadmap and deploy 360° campaigns by category and channel, in close collaboration with PR, Media, Commercial, Supply, and Field teams

Define the product, samples and services offer across Retail and Wholesale, adapting global and regional strategies to local market realities

Own novelty forecasting to ensure launch readiness, accuracy, and alignment with business objectives

Monitor and analyze CHANEL and market sell‑out performance, adjusting strategy and investments to maximize impact

Mobilize and engage internal teams (HQ, field, boutiques) and B2B / B2C partners around product priorities and strategy

2. Brand Equity & Expression

Ensure strong, coherent, and impactful brand expression:

Define and lead a dedicated Insight activations plan to support Brand Equity alongside Marketing and Media teams

Partner with Corporate Communications and Media teams to deliver impactful media orchestrations that elevate awareness and influence

Lead the 360° local marketing plan across media, events, PR, activations, and promotions

Define the right balance of promotional investment, ensuring achievement of brand ambitions and business performance

3. Trade Marketing & Channel Activation (Retail & Wholesale)

Maximize visibility, execution excellence, and ROI by channel and target audience:

Define and pilot Trade Marketing strategies by retailer and store typology for Brick & Mortar, and co‑define e‑trade and CRM activation strategies

Negotiate, deploy, and monitor trade visibility, animations, and activations in close collaboration with Wholesale and Retail Teams

Set channel, retailer and audience objectives, track activations, and continuously optimize actions to maximize ROI

4. Client Experience, CRM & Client Growth

Transform client relationships into sustainable growth within 4 pillars:

Client Strategy:

Design and elevate end‑to‑end, client‑centric journeys across physical and digital touchpoints

Define a holistic client strategy, aligning journeys, CRM, communication, and loyalty to deliver long‑term value and growth

Client Communication:

Define and execute one‑to‑many and one‑to‑one communication plans to deepen client engagement

Engage the Events Manager to design and activate client events and experiences (boutiques, department stores, special formats), ensuring relevance, generosity, and impact

Client Insight:

Create a data‑driven mindset within the team to support informed decision‑making and identify untapped opportunities in the client database

Build and maintain a robust CRM ecosystem, enabling a deep understanding of client behaviors across recruitment, retention, loyalty, and multi‑axes purchasing.

Client Loyalty:

Lead clienteling and loyalty strategies to strengthen VIC relationships, engage middle and lower‑tier clients, and increase lifetime value

Drive retention and loyalty levers through CRM and personalized engagement

5. Retailers Orchestration & Transversal Governance

Ensure coherence, alignment, and efficiency across partners and regions:

Organize and coordinate distributor client events (strategy meetings) and Field-Force Fragrance & Beauty seminars

Define and manage the Promotion budget, in partnership with Finance, to balance experience, image, and profitability

Strengthen strategic partnerships with key wholesale accounts on the Marketing & Client side, maintaining continuous engagement

Actively contribute to regional and international Marketing communities, sharing best practices, market insights, and specific needs

Develop synergies with Fashion and Watches & Fine Jewelry activities where relevant

6. Team Leadership & Ways of Working

Build trust, agility, and collective performance:

Act as a core member of the Leadership Committee, actively contributing to strategic discussions and the transformation of CHANEL’s future.

Lead, inspire, and develop teams with agility, fostering strong cross‑functional connections

Create a trustful, inclusive work environment where collaboration, transparency, and accountability are valued

Encourage collective success over silos, recognizing and rewarding shared achievements

Engage teams at HQ and in the field around key milestones, launches, and strategic priorities

Ideal candidate profile:

Minimum 10 years of proven experience in strategic and operational marketing, including leadership responsibilities, with a strong expertise in the Fragrance & Beauty category within a wholesale environment.

Deep sensibility to the world of luxury and the House of CHANEL, with a strong knowledge of the Brand, and the ability to embody its values and consistently translate its identity across all marketing initiatives and client experiences.

Strong analytical and strategic mindset, combining long‑term vision, attention to detail, results orientation, and the ability to identify sustainable levers of growth and performance.

Strong appetite for marketing innovation, with a demonstrated ability to leverage new technologies and data to enrich the client experience and enhance operational effectiveness.

Proven experience in leading and developing multidisciplinary teams, fostering engagement, collaboration, and capability building over time.

Inspirational and inclusive leadership, with the ability to mobilise and unite teams around a shared vision, and to collaborate effectively with multiple stakeholders in a complex, matrix organisation.

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