Group Director,MarTech & Client Experience (CX)

Group Director, MarTech & Client Experience (CX)

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

About the role :

CHANEL is now hiring a Group Director, Client Experience (CX) Program Management for our Digital CRM Marketing / Client Expereince team in New York City . We are looking for a functional strategist and SFMC domain expert to lead the orchestration and governance of our digital marketing platform within the Digital and CX organization. This is a business-facing role responsible for driving the platform's strategic evolution in close partnership with Technology, ensuring Divisional priorities are reflected and delivered. The ideal candidate for Group Director, CX Program Management will serve as a connector between business needs and technical execution-leading the advancement of marketing automation, developing loyalty-driven programs, and expanding omni-channel engagement to deepen client relationships.

The ideal candidate will have a minimum of 10 years in CRM; customer lifecycle and retention marketing with recent required expertise in Salesforce Marketing Cloud.

What impact you can create at CHANEL :

• Drive behavioral and lifecycle marketing program strategy and oversee implementation
• Develop and manage direct mail and sampling strategies
• Drive marketing platform product roadmap in partnership with Business and Tech to support CRM capabilities
• Responsible for business sign-off on evolutions that impact digital marketing platform and functional journeys
• Lead program and journey prioritization based on business goals and client needs
• Ensure seamless governance and execution of marketing automation strategies across multiple channels
• Oversee forecasting and inventory of samples and gifts to ensure seamless execution
• Support priority campaigns through sampling with a focus on operational efficiency and loyalty-driven tactics
• Foster strong relationships with internal teams, effectively bridging Digital, Tech, and Business.
• Manage vendors relationships to align on strategy and drive execution
• Drive innovation and testing to introduce new engagement channels and optimize program performance
• Lead the testing strategy to optimize and improve touchpoints within communication journey.
• Partner with Client Intelligence and Data teams to monitor activated client segments and identify growth opportunities
• Manage budgets, SOWs, and vendor negotiations
• Lead on-going upskilling and training to maintain cutting-edge expertise within the team

You are energized by :

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Additional Information :

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in :

Diversity and Inclusion :

Chanel Community :

Sustainability :

Arts and Culture :

Fondation Chanel :

Career and Leadership Development :