Project Manager, Omnichannel Client Data

Location: London

Time Type: Full time

Job Description

Pioneer Global Project Management Office (PMO) — London, UK

The Pioneer Programme has established a global, three-divisional client data platform that supports international client recognition and contributes to a seamless client experience across the House. Bringing together more than 200 colleagues and external partners, Pioneer connects Business, IT, Legal, Divisions and Regions around a shared client-centric ambition.

As part of the Pioneer Global PMO, you will lead key topics within the omnichannel client data stream. You will help ensure that client journeys remain coherent across regions, touchpoints and platforms—from digital account and login journeys to client engagement, consent and digital touchpoint evolutions.

What impact you create at Chanel

You will help create a consistent, trusted and frictionless client experience across Chanel’s global ecosystem.

• Lead and monitor omnichannel workstreams, ensuring progress is visible, decisions are documented and stakeholders remain aligned.
• Translate complex business, regulatory and client needs into clear scenarios, use cases and end-to-end client journeys that support smooth cross-regional experiences.
• Drive coherence across client touchpoints, including cross-regional login journeys, touchpoint adaptations and UX/UI improvements.
• Partner with Regions, Divisions, Business, IT and Legal teams to gather requirements, identify implications and shape practical, aligned solutions.
• Manage evolutions to the Global Client Preference Centre, including regulatory changes, new-market deployments and new touchpoint integrations.
• Monitor consent-data quality, completeness, KPIs and trends, helping to maintain the reliability of the client data that enables omnichannel experiences.
• Coordinate cross-regional and cross-divisional discussions on topics affecting client engagement, such as global digital account coherence and digital-platform adaptations, including Chanel.com.
• Act as a central point of contact for the Pioneer Community: facilitate key meetings, prepare compelling materials, communicate progress and decisions, and help resolve blockers.
• Coordinate the assessment and communication of client-data incidents, including remediation actions and their potential implications.

You are energised by

• Creating meaningful client experiences and understanding how data, digital touchpoints and service design come together to shape them.
• Working across a broad, international network of stakeholders and bringing diverse perspectives towards a common solution.
• Exploring complex, evolving topics—balancing client expectations, business needs, technology and regulatory considerations.
• Turning ambiguity into structured journeys, scenarios, decisions and achievable delivery plans.
• Taking ownership, collaborating generously and moving seamlessly between strategic thinking and hands-on coordination.

What you will bring

• Several years of experience in digital, omnichannel and/or data-management environments.
• Strong project-management experience across multiple workstreams, working in close partnership with both Business and IT teams.
• The ability to manage a wide range of stakeholders, build trusted relationships and communicate with clarity and influence.
• A client-oriented mindset and a genuine appreciation of the importance of customer experience.
• A proactive, pragmatic and accountable approach, with the flexibility to navigate both strategic and operational priorities.
• Comfort with complex problem-solving, curiosity for different perspectives and the ability to adapt as needs evolve.
• Excellent organisation, attention to detail, time management and the ability to deliver under pressure.
• Strong written and verbal communication skills, including proficiency in PowerPoint, Excel and Word.
• Experience in—or an understanding of—consent management and privacy topics would be an advantage, as would familiarity with luxury retail or a curiosity to immerse yourself in the industry.

What Chanel can offer you

This role offers the opportunity to develop deep expertise at the intersection of client data, omnichannel experience, digital transformation and global project delivery. You will gain exposure to a highly transversal international environment, collaborating with Regions, Divisions, Global Corporate teams, IT, Legal and touchpoint owners while contributing to a programme with House-wide impact.

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.