Overview
Top Client Experience and Development Manager, Fashion Hong Kong Macau Jobs in Hong Kong SAR at CHANEL
Title: Top Client Experience and Development Manager, Fashion Hong Kong Macau
Company: CHANEL
Location: Hong Kong SAR
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.
