Marketing & Clienteling Manager

Our Flagship in Zurich is looking for a dynamic and experienced Marketing & Clienteling Manager, to bring our client strategy to life in the boutique.

In this role, you will be central to our client engagement initiatives and responsible for developing and executing our client strategy within the Boutique.

You are the local fashion marketing department's main point of contact for all client & marketing topics.

You work in synergy with many departments at boutique and local level (sales, operations, after-sales, learning, style expertise, external agencies…) and collaborate closely with the Boutique Sales Floor teams (Fashion advisor).

You manage the Hospitality team.

The position is based in Zurich and reports to the Boutique Director.

WHAT IMPACT YOU CAN CREATE AT CHANEL

You contribute to client engagement by strengthening the relationship between the Brand, the Boutique and its local clientele.

You contribute to the brand performance by enhancing CHANEL's creative and commercial influence through ambitious in-store events and luxurious client touch points.

You contribute to the financial health by ensuring that the customer database is reliable and optimized, and by managing your local marketing budget

You create a significant impact by:

Giving the boutique the means to offer the ultimate client experience

Empower all Boutique teams to provide the ultimate client experience: identify areas of improvement in the client journey and collaborate with Chanel&Moi Les Ateliers to ensure excellence in the Aftersales service.

Oversee all hospitality services (welcoming, food and beverage, conciergerie, etc.) and manage the hospitality team.

Support the rollout of new services and digital tools, monitor their adoption, and share user feedback.

Track client satisfaction metrics (client surveys, mystery shopping visits), report insights to the management team and develop action plans

Ensure the quality of remote client relationship through our Customer Service (Ligne de la boutique et Ligne de Chanel)

Design and implement the gifting strategy in accordance with local guidelines and budget

Developing and sharing client knowledge at boutique level

Manage and maintain the quality of the client database, ensuring strict compliance with data privacy regulations, and serve as the main point of contact for all client database-related matters.

Follow client KPIs, share weekly and monthly client analysis, study quantitative and qualitative data to understand client profiles and trends.

Onboard, support, and infuse the clienteling mindset and philosophy with every Fashion Advisor. Monitor Fashion advisors' performance in client engagement and portfolio development.

Ensure the achievement of Fashion Advisors' clienteling objectives through one-to-ones, close support, and ongoing follow-up, in accordance with the Sales Managers

Orchestrating Boutique events

With guidance of local Marketing team, orchestrate in-boutique client events, from client targeting and partners sourcing to execution, in line with brand guidelines and client engagement objectives.

Be an ambassador of the House during in boutique events (clients personalized welcome, coordination of external partners, management of hostesses…).

Participate in logistics and organization of client's trips for shows and other international client events

Ensure both quantitative and qualitative follow-up (feedback) post-events.

Track and monitor the Boutique event budget.

YOU ARE ENERGISED BY:

The history and heritage of The House of CHANEL

Working in a dynamic, fast paced and client-centric environment.

You thrive in roles that require a mix of analytical and soft skills, project management, and the ability to onboard teams and drive collective energy.

You enjoy navigating complexity and supporting change on an ongoing basis.

Creativity and innovation by testing, learning and taking new risk

WHAT YOU WILL BRING TO THE TEAM:

You are decisive and performance oriented, Both « hands on » and strategic thinker.

Strong analytical skills

Great organizational skills

Multi-tasker, proactive, human driven and client centric.

Positive, great relational skills and ability to onboard teams and bring a collective energy.

Your Ease in Client-facing role

YOUR QUALIFICATIONS:

You have at least 5 years of documented experience in Marketing in a retail environment

You are digital savvy and master Microsoft Office

You are fluent in German and English – with excellent written and oral communication skills (French would be a plus)