Group Director, Client Experience Education


The Group Director, Client Experience Education – Fragrance & Beauty will be responsible for defining a unique client experience for our clients that tells our Brand story in a meaningful and relevant way across our Boutiques and Multi-Brand Retail locations. The role will be tasked with developing an education strategy which supports a seamless client experience to support the client's journey across all distribution, with a special emphasis on our owned distribution both in our Boutiques as well as the online shopping experience.


* Define and implement our omni-service learning strategy in all points of interaction (owned retail: standalone boutiques, fashion boutiques, and special projects; MBR: high image, beauty relevant and tradition/commercial accounts).

* Partner with the Owned and MBR sales teams in evaluating unique service elements for clients in each of our distribution environments.

* Develop all non-product related skill training for F&B field and Beauty Advisor community, including coaching, storytelling, clienteling and soft skill attributes.

* Link events and animations for all three axes to each point of distribution, with special emphasis on owned retail.

* Work side by side with the brand and product education teams to ensure that a service approach is incorporated to all expertise trainings.

* Collaborate with brand marketing teams to translate the 360º marketing campaigns into effective service approaches for BAs that lead to exceptional client experiences.

* Work closely with AEDs to ensure the execution of all service specific training programs throughout our full distribution network, adapting needs based on strategic account groupings as appropriate.

* In tandem with Customer Insights, create new and innovative ways to measure the service experience at each point of interaction.

* Infuse the organization with a client-centric service mindset that is at the forefront of all our initiatives.

* Partner with global education on creating specific US content that is targeted for our diverse and unique marketplace.

* Lead 'train the trainer' workshops for F&B field teams. Create personalized development plans for each community to facilitate continual growth across the organization.


* 4 year college degree or equivalent work experience

* Experience in instructional design specifically targeted around client experience

* Understanding of luxury service and hospitality models

* Facilitation and teaching skills: able to create and deliver teaching concepts that translate to the adult learner and the expected behaviors and results

* Ability to travel 20-30%

Candidate Attributes:

* Visionary: open to possibilities, communicates the vision to inspire others.

* Demonstrated curiosity: personal flexibility and mindset of a continuous learner.

* Decisive: Ability to make courageous decisions

* Highly collaborative: open to others and builds strong partnerships

* Aesthetically inclined: appreciation for art, beauty and luxury

* Trustworthy: high level of integrity

Chanel, Inc. and its U.S. affiliates is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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