Sr. Group Director, Retail Enablement & Client Development

Sr. Group Director, Retail Enablement & Client Development

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 Job

CHANEL is looking for a Sr. Group Director, Retail Enablement & Client Development to join our Fragrance & Beauty Retail Excellence team in New York. This senior leadership role is responsible for building the capabilities and connections that turn Retail strategy into action across Owned, Lease and Multi-Brand Retail.

The role brings teams and capabilities together with an enterprise mindset to strengthen the client experience and enable the business. This leader will keep the client and retail teams at the center of decisions, translating insight and business needs into clear priorities, scalable ways of working and measurable outcomes.

The Sr. Group Director will shape the F&B clienteling and omni agenda, influence cross-functional roadmaps and investment priorities, and drive alignment with the teams accountable for technology delivery. The ideal candidate combines a strong retail and client-centric mindset with strategic judgment, innovation, financial acumen and the ability to create momentum through influence and shared accountability.

What impact you can create at CHANEL:

Shape the Retail client-development, clienteling and omni agenda across Owned, Lease and Multi-Brand Retail

Champion an elevated and consistent client experience, with a focus on luxury service, personalization, brand standards and lasting client relationships

Translate client insight, field feedback and commercial priorities into a clear Retail point of view, business requirements and activation needs

Influence cross-functional roadmaps, investment priorities and sequencing so Retail and client needs are represented in enterprise decisions

Build the business case for priority omni, client and Retail capabilities, defining the business value, field outcome and measures of success

Drive Retail readiness and adoption for agreed capabilities by aligning owners across process, communication, education and change management

Build a practical innovation agenda focused on improving the client and advisor experience, simplifying work and creating measurable business value

Create a disciplined test-and-learn approach with clear hypotheses, owners, success measures and criteria for scaling, adapting or stopping initiatives

Integrate workforce, financial, process and technology choices to improve productivity, resource allocation and execution

Lead workforce and capacity planning, staffing models, productivity analysis and resource-allocation recommendations across Retail

Strengthen financial planning, controllable-expense visibility, profitability discussions and ongoing budget governance

Drive market process improvement and establish consistent, scalable ways of working across distribution models

Guide the Retail point of view for client and Retail tools, including business requirements, prioritization, adoption, user experience and data governance

Act as a senior connector across Retail, DCX, Marketing, Education, Commercial Development, Finance, Planning and Technology

Establish clear ownership, governance, decision points and accountability across the Retail Enablement portfolio

Develop a high-performing leadership team that operates with strong judgment, ownership, innovation and client focus

You are energized by…

Keeping the client and Retail teams at the center of business decisions

Shaping client-development and omni strategies that improve the end-to-end client experience

Identifying white space and turning new ideas into practical, testable solutions

Influencing senior, cross-functional partners and aligning teams around shared outcomes

Connecting the dots across client insight, people, process, finance and technology

Building clear business cases and helping leaders make informed investment choices

Navigating complexity and balancing the different needs of Owned, Lease and Multi-Brand Retail

Creating structure, accountability and scalable ways of working in evolving environments

Coaching senior talent and creating impact through others

Balancing near-term business needs with longer-term capability building

What you will bring to the team...

A distinctly retail and client-centric mindset, with a strong understanding of how service, clienteling, people, process and technology shape the client experience

Experience shaping or enabling client-development, CRM, loyalty, omni or relationship-based selling strategies

A passion for luxury Retail and a commitment to elevated service, personalization, brand integrity and excellence at every point of sale

Senior leadership experience in complex Retail environments, ideally spanning owned Retail and wholesale or partner-led distribution

A track record of identifying opportunities, building business cases and influencing investment or enterprise priorities without relying on direct authority

Experience leading innovation, transformation, process improvement or technology-enabled change from opportunity definition through adoption and value realization

Strategic and commercial judgment with strong financial acumen

Ability to translate ambiguity and complex business needs into clear priorities, decisions and operating mechanisms

Strong communication and executive presence, with the ability to align senior cross-functional stakeholders around a shared outcome

Data-driven decision making, disciplined prioritization and a practical test-and-learn mindset

Ability to lead through influence and shared accountability without personally executing every initiative

Proven ability to lead senior talent, delegate effectively and scale impact through others

Position Logistics:

15+ years of overall professional experience, including significant leadership experience in Retail, client development, Retail operations, strategy, business transformation or a related field

Demonstrated experience working across multiple Retail environments or distribution models

Experience partnering across Retail, Client Experience or CRM, Marketing, Education, Finance, Planning, Commercial Development and Technology

Luxury, beauty or another high-touch client-service environment strongly preferred

Bachelor’s degree required; advanced degree a plus

Hybrid role based out of our New York City corporate offices, with the ability to visit points of distribution and travel as business needs require

What skills you will learn?

Deepen enterprise leadership experience across Owned, Lease and Multi-Brand Retail

Build greater expertise in shaping luxury client-development and omni enablement strategies

Expand the ability to influence investment and roadmaps across a complex, cross-functional organization

Develop broader experience connecting workforce, financial, process and technology decisions to client and business outcomes

Advance innovation leadership through disciplined test-and-learn methods and scaled capability building

Compensation:

The anticipated base salary range for this position is 170,000 through 206,000. 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 (Please select appropriate time off for your role: 2-week August Office Closure OR Wellbeing Days in Retail) and a Wellbeing fund

Family and care giving benefits (inclusi