Top Client Experience and Development Manager,… at Chanel · Hong Kong

Top Client Experience and Development Manager, Fashion Hong Kong Macau Location: Hong Kong S.A.R. CHANEL’s ambition is to be the ultimate luxury house - deeply meaningful to the clients who matter most. In Hong Kong and Macau, where sophistication runs deep and expectations are uncompromising, our most valuable client relationships deserve a dedicated strategic architect. The Top Client Experience & Development Manager sits at the intersection of brand vision, commercial strategy, and human connection. You will define how CHANEL shows up for its top clients - not through transactions, but through every chapter of their journey with the House. This role ensures that CHANEL’s relational promise is not only preserved but elevated - through tailored experiences, meaningful moments, and long-term advocacy. Impact You Can Create: Shape the Strategic Client Development Cycle & Vision Define and drive the annual Top Client strategy and mid-term development roadmap, ensuring alignment with HKMO market dynamics and CHANEL’s global vision. Shape the end-to-end Top Client journey across Fashion, High Jewelry, and High Watchmaking - identifying strategic moments for renewal, generational engagement, and deepening emotional connection with the House. Develop a forward-looking understanding of top clients and prospective top clients - their lifestyles, values, and evolving aspirations - translating insights into differentiated engagement strategies. Proactively share HKMO perspective and client intelligence with regional and global stakeholders to influence broader strategy. Architect Experiences & Hospitality Excellence Design high-impact, tailored experiences and hospitality programs that set CHANEL apart in one of the world’s most discerning luxury markets. Leverage strategic local and international partnerships to create exclusive moments - connecting clients to the depth and heritage of CHANEL in ways that feel personal and exceptional. Elevate CHANEL’s gifting philosophy and event curation to reflect the sophistication and intimacy our top clients expect. Drive post-experience analysis and feedback loops to continuously refine the quality and impact of client touchpoints. Empower Boutiques & Build Capabilities Serve as a strategic partner to boutique leaders, coaching and equipping teams to build deeper, more authentic client relationships and foster genuine advocacy. Lead initiatives such as the VIC Insider Collective to embed a culture of excellence, proactive client engagement, and elevated etiquette across all HKMO boutiques. Provide hands-on guidance during boutique visits - shaping floor presence and service gestures. Accompany and drive the upskilling of frontline teams on top client engagement frameworks and evolving service standards. Lead Cross-Functionally & Drive Alignment Act as the connective thread across Retail, Marketing, Merchandising, Boutique Client Engagement Experts, and boutique management - ensuring unified execution and shared ownership of the Top Client experience. Lead regular cross-functional alignments with an appropriate meeting cadence, driving accountability and fostering a collaborative culture around client excellence. Collaborate with other divisions on synergies and shared priorities to lay the foundation for a cohesive, one-house top client journey. Champion Performance Intelligence & Innovation Monitor, analyze, and act on client KPIs, event ROI, and qualitative feedback - building a continuous improvement loop that sharpens strategy over time. Champion data compliance, particularly in cross-border CRM management, and support the evolution of digital clienteling tools such as InCHANEL. Stay attuned to the competitive landscape and best practices - both within luxury and beyond - to fuel innovation in top client engagement. Drive pilots for new engagement concepts in collaboration with retail and communications teams: from stakeholder animation and planning to post-pilot conclusions. You Are Energized By Creating deeply personal client moments with measurable business outcomes Navigating complexity and orchestrating transformation across multiple stakeholders The art of hospitality - understanding that every detail signals how much we care Coaching and developing people, watching teams grow into their potential Working at the pace of luxury - where patience meets precision Connecting global brand vision to local cultural context Fostering creativity, testing ideas, and learning from every experience What you will bring: Passion for client excellence - a genuine belief that relationships are the heart of luxury, with 10+ years of experience in luxury retail, clienteling, hospitality, or high-net-worth client management. Strategic vision with executional rigor - proven ability to design and lead client strategies that drive measurable business impact, not just execute programs. Exceptional emotional intelligence - comfortable and credible engaging ultra-high-net-worth individuals and senior leadership alike. Cultural fluency and aesthetic sensibility - an instinctive understanding of the codes of elite hospitality, social etiquette, and cross-cultural nuance. People leadership - experience coaching and developing teams, with a genuine passion for elevating others and building cultures of excellence. Analytical and organizational strength - able to navigate complex logistics, compliance requirements, and multi-stakeholder environments with composure. Effective communication - ability to share vision clearly, influence without authority, and foster alignment across diverse teams. Continuous learning mindset - staying curious and open to new tools, methodologies, and evolving client expectations. Fluent in English; Cantonese and Mandarin are an advantage. CHANEL is committed to nurturing your personal growth and fostering an inclusive culture that values your unique perspective and potential. Join us to co-create extraordinary client moments and define the future of luxury in Hong Kong and Macau.