Chanel Client Services Coordinator

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Serve as the first point of contact for the boutique, fielding inquiries from the Client Care Centre, personal shopping services, other boutiques, and external partners
• Create efficient synergy between the boutique and Client Care Centre to ensure a seamless client journey before and after boutique visits
• Provide rapid solutions to client requests and complaints, including after-sales matters, whilst ensuring timely and appropriate communication
• Prioritise and manage client enquiries and tasks with exceptional efficiency and responsiveness
• Introduce and manage the online appointment booking system for the boutique, overseeing the booking tool, team communication, and comprehensive reporting
• Generate and submit weekly Voice of Client (VOC) reports to management
• Maintain close collaboration with the Client Experience Host (where applicable) and support queue management during peak periods
• Manage all client stock movements, including returns, loans, reservations, remote sales, stock investigations, serial number tracking, and personal shopping activities
• Maintain a high level of collaboration across the boutique and between boutiques, serving as the connective tissue for all client services operations
• Coordinate with Aftersales, Cashiers, Stock teams, tailors, and IT departments whilst liaising with Head Office Operations teams during monthly operational calls
• Generate reports and analysis on client services performance and Power BI metrics for management review
• Operate Salesforce technology to address all client queries originating from the Client Care Centre
• Develop and maintain key stakeholder relationships to support day-to-day client services operations
• Provide administrative support to the Operations Manager, including management of POS stationery, packaging, Chanel & Moi services, equipment, and uniform supplies
• Serve as the key contact for all delivery and courier services used within the boutique (DHL, DPD, YOLK)
• Demonstrate comprehensive understanding of stock movement procedures, international shipping, VAT, and tax implications for clients
• Lead the successful implementation of new client service projects and pilots (including Pioneer and My360 updates)
• Function as a designated IT superuser for the boutique, ensuring efficient and proficient client service delivery through technical support
• Support the Operations Manager in embedding sustainability into all day-to-day operational decisions

Qualifications

• Calm and professional demeanour with strong problem-solving abilities and the capacity to work efficiently and accurately under pressure
• Demonstrated proficiency with Salesforce and courier/delivery booking software
• Proven ability to manage online appointment bookings and boutique appointments with rigorous follow-up protocols
• Advanced IT competency with the capacity to lead the team in adopting new digital tools and projects
• Exceptional client service skills combined with a commitment to achieving optimal outcomes
• Strong diplomatic abilities and effective negotiation skills
• Demonstrated coaching and one-to-one training capabilities
• Ability to establish and nurture exceptional professional relationships with peers and clients
• Well-versed in meeting the exacting requirements of discerning clientele
• Outstanding interpersonal and communication skills at all organisational levels
• Meticulous attention to detail coupled with an organised and methodical approach
• Excellent written and oral communication proficiency
• Exceptional multi-tasking capabilities
• Ability to thrive in and adapt to a fluid, dynamic environment

Skills

Experience

Experience in a client-facing operations or administrative role within a luxury retail or service environment is strongly preferred. Candidates should demonstrate a track record of successfully managing complex client interactions, coordinating multiple operational priorities, and thriving within fast-paced, detail-oriented settings. Prior experience with CRM systems, appointment management, and logistics coordination is advantageous.

Education

Secondary education or equivalent qualification is required. Additional qualifications in business administration, customer service certification, or related fields are beneficial but not essential.

Workplace

Benefits

Private Medical Insurance covering pre-existing medical conditions with the ability to add family members; Online GP App with 24/7 appointments available within 24 hours; Cycle Scheme participation for tax-exempt bike and/or accessories; Pension; Life Assurance; Retail Discounts across multiple retailers including supermarkets, gyms, and leisure activities; Employee Assistance Programmes and support lines; Arts & Culture ticket discounts across major London attractions; Chanel product discounts and employee-only sales; Service Awards Programme offering Chanel products, retail vouchers, and additional holidays at service milestones.

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.