Group Director, CX Program Management (Crm)

Group Director, CX Program Management (CRM)

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 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:

• Strategic vision & execution: Balancing long-term goals with short-term action plans

• Data drive journeys: Leveraging insights to craft seamless, brand-relevant client experiences

• Technical Curiosity: Deep understanding of the digital landscape, CRM tools, and CDP platforms

• Problem-Solving: Ability to manage projects, troubleshoot challenges, and provide solutions

• Detail Orientation: Precision in business rules, program setup, technical logic, and data analysis

• Communication excellence: Strong storytelling and interpersonal skills for presenting ideas and leading discussions

• Collaborative leadership: A hands-on, tactical leader who excels in cross-functional teamwork

• Adaptability: Comfort in navigating change in a dynamic environment

What you will bring to the team:

• The ideal candidate 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.

• Deep, hands-on Salesforce Marketing Cloud expertise required

• Minimum of 10 years working in customer lifecycle and retention marketing, mar-tech strategy and execution

• Exceptional story boarding and presentation skills, with proven workflow program management

• 6+ years improving marketing processes or developing strategy

• Experience running design thinking workshops

• Strong ability to plan and manage CX programs across different platforms, campaigns, and channels

• Skilled at connecting the dots between Business and Tech teams to keep projects running smoothly and efficiently

• Proven ability to build, develop, and lead high-performing teams, fostering growth and collaboration to deliver strong results

Position Logistics:

• The position is based in New York City, with a hybrid work model requiring three days on-site at the CHANEL corporate office in Midtown Manhattan

• Minimum of 10 years leading customer lifecycle and retention marketing, mar-tech strategy and execution

• Minimum seven years improving lifecycle retention marketing processes & developing strategy

• Deep, hands-on Salesforce Marketing Cloud expertise required

• Luxury Retail experience in a matrix environment

• Bachelor's degree, or higher, preferred

• Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.

Compensation:

• The anticipated base salary range for this position is $134,900 - $184,500. Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.

Benefits and Perks:

• Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund

• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)

• Generous paid time off policies to include vacation, holiday, sick and volunteer days

• 401K and other incentives

• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program

• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

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:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.

• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community:

• CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.

• Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Sustainability:

• CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.

• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Fondation Chanel:

• Since 2011, Fondation CHANEL's mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.

• For more information, please navigate to the Fondation Chanel website here

Career and Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

• Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.