Chanel Client Services Co-Ordinator, Selfridges
Chanel
London
Client Services Co-ordinator Location: CHANEL Selfridges Contract: Permanent, Full-time Our boutiques are at the heart of our business, and delivering an exceptional client experience remains our priority. Acting as a key link across all areas of the boutique, the Client Services Co-ordinator role works in partnership with boutique teams, external partners, and clients to deliver a seamless and elevated client experience. Operational at its core, Client Services supports all aspects of boutique activity, delivering impactful touchpoints across communication, logistics , and day-to-day operations. The role plays a vital part in facilitating smooth interactions and ensuring the highest standards of service throughout the client journey. The role reports into the O perations Manager WHAT IMPACT CAN YOU CREATE AT CHANEL CLIENT RELATIONS
- Contact - Be the first point of contact for the boutique from the Client Care Centre , Personal shopping , other boutiques , and any external partners.
- Create an efficient synergy between the boutique and the CCC to ensure a seamless journey for the client before and after the boutique visit.
- Client Communication - Provide solutions and be able to ensure th e client experience is at the highest levels by rapid decision making on client requests , responding to client complaints , including aftersales if appropriate and timely client communication on all client services .
- To prioritise tasks, especially those relating to client enquiries, effectively and efficiently.
- Online Appointment Booking - To introduce and manage the o nline appointment booking system for the boutique , including the management of the booking tool, the communication with all relevant team members, and the reporting.
- VOC - Reports all the weekly VOC reports to Management
- Client Experience Team - Close working relationship with the Client Experience Host (if applicable) and support with the queue management at key peak periods .
- Client Stock Management - Core responsibility for all client stock movement (returns, loans, reservations, remote sales, stock investigations, serial numbers, personal shopping ( if applicable )
- Collaboration - Maintain a high level of collaboration across the boutique and between boutiques being the glue to client services. To include Aftersales, Cashiers, and Stock teams , ta i lors and IT. Liaise with Operations Team in HO and during monthly Ops call.
- Reporting - R eports and analysi s on client services and power BI to Management.
- Salesforce technology - Use of salesforce technology to answer all client queries from CCC
- Develop key relationships with stakeholders to support the day-to-day operations of client services and all that it entails.
- Admin support - for the Operations Manager including - POS stationary , Packaging, Chanel & moi services and equipment and uniform.
- Client Services - Key contact for all delivery and courier services used for client services within the boutique (DHL, DPD) and YOLK (local courier service).
- Stock movement and Export Shipping - Complete understanding of all stock movement procedures and shipping, VAT, and tax implications for clients.
- Project Support - Responsible for the successful implementation of all new client service projects/pilots introduced into the boutique ( updates on Pioneer, My360)
- Tech nical Support - You will be a designated superuser for all IT within the boutique. Your experience will enable efficient client service delivery in a timely and proficient manner.
- Sustainability - Support the Operations Manager with having Sustainability at the forefront of all day-to-day decisions.
- Being highly organised, rigorous, and reliable.
- An ability to organise workload autonomously , multi-task and anticipate scenarios.
- Creating a seamless experience for the clients in terms of the service levels offered, using excellent communication skills, both verbal and written.
- Working collaboratively with multiple peers and partners and enjoy forming these critical relationships.
- Training and coaching the team of FAs across all digital tools and compliance for client services.
- A calm and professional approach with an ability to problem solve and work efficiently and accurately under pressure.
- A good working knowledge of Salesforce and any software necessary for courier and delivery bookings.
- An ability to manage online appointment bookings and boutique appointments and the rigour to follow up and ensure success.
- Strong IT skills and leading by example for the team in all new digital projects.
- Excellent client service skills and a desire to reach the best conclusion.
- Great diplomacy and good negotiation skills
- Coaching and one to one training skills
- The ability to f orm exceptional and lasting professional relationships with peers and clients.
- Well versed in meeting the requirements of discerning clients.
- Outstanding interpersonal skills.
- Confident and effective communicat ion at all levels.
- Meticulous attention to detail.
- Organised and methodical.
- Excellent level of written and oral communication.
- Strong multi-tasking skills
- Ability to adapt to a fluid environment
- The opportunity to be a part of a pivotal, newly created link role that will be the connection between the boutique s , the client , and the Client Care Centre as well as external partners
- The ability to reach a huge number of colleagues and to develop influential partnerships across the retail network.
- Delivery of excellence in an environment that places the long-term success of CHANEL at its forefront
- An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL
- An environment to express both your curiosity and capability, with the aim of creating sustainable long term personal and professional growth
- Our employee benefits have been created to support you across your professional and personal life by offering you:
- Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories
- Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100s more.
- Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
- Platforms: Multiple Platforms to support across Wellbeing
- Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales
- Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
Posted 2026-09-18
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