Reference code: JR133636
Since its creation in 1952 by Gaby Aghion, Parisian Maison, Chloé, has championed a vision of liberated and free femininity. Driven by a desire to challenge the rigid codes and silhouettes of 1950s haute couture, Gaby Aghion defined an elevated, accessible and vibrant perspective on fashion. One that could accompany women in their newly freer daily lives, allowing for freedom of movement.
From its beginnings, Chloé has distinguished itself through a culture of collaboration, consistently showcasing new talents including Karl Lagerfeld, Stella McCartney, Phoebe Philo, and Clare Waight Keller. At the heart of this collaborative creativity is a desire to bring together the Maison values and savoir-faire, to cultivate a Youthful Spirit and a sense of Freedom, Optimism, Collective and Authenticity. To this day, these are our core values which inspire every member of the Chloé Maison.
Under the current creative direction of Chemena Kamali, the Maison is writing a new chapter in its history. True to Gaby Aghion's legacy, we place our clients at the heart of everything we undertake, whether through the quality of our creations or the attention paid to their experience with the Maison, which aims to be unique and memorable.
Head of Digital Stylist
The Head of Digital Stylist will be part of the E-commerce Team, leading the strategy and execution of clienteling initiatives for our top online clients. The role focuses on developing high-value client relationships, growing the VIC portfolio, designing customer journeys across the E-commerce platform, and driving long-term loyalty and sales. Working closely with the Client team, this position combines strategic CRM planning, hands-on clienteling and team management.
1. CRM strategy
Objective: Develop and execute the CRM strategy for top clients to strengthen loyalty, increase client lifetime value, and grow the VIC segment.
Responsibilities:
- Define and implement the annual CRM and clienteling strategy aligned with business objectives.
- Build the yearly clienteling calendar, including campaigns, gifting, events, and key client touchpoints.
- Develop client segmentation strategies and identify growth opportunities within the VIC portfolio.
- Partner with the Central Client Team to ensure alignment across markets.
- Manage the annual clienteling budget and gifting strategy.
- Analyze client behavior and CRM performance to optimize engagement and retention.
- Introduce innovative clienteling initiatives and monitor luxury market best practices.
2. Online stylist & personal clienteling
Objective: Drive sales and client loyalty through personalized digital clienteling and premium one-to-one client experiences.
Responsibilities:
- Manage and develop a portfolio of top online clients through personalized communication.
- Recruit and nurture new VIC clients.
- Deliver tailored product recommendations based on client preferences and purchase history.
- Share styling advice, exclusive content, and alternative product solutions.
- Execute clienteling campaigns for launches, birthdays, anniversaries, thank-you messages, and exclusive invitations.
- Invite and assist top clients at key brand events, including fashion shows, collection presentations, private dinners, and arrange personalized in-person engagements such as lunches and special invitations.
- Develop new engagement ideas, gifting initiatives, and personalized experiences.
- Maintain accurate CRM records and client profiles.
3. Online Stylist team management
Objective: Lead and develop the Online Stylist to deliver exceptional client experiences and achieve commercial objectives.
Responsibilities:
- Lead onboarding and ongoing training.
- Set objectives, monitor performance, and provide regular coaching.
- Share best practices and innovative clienteling approaches.
- Coordinate client portfolio allocation and daily priorities.
- Ensure consistent luxury service standards and support professional development.
Qualifications:
Minimum of 3 years of relevant experience in retail or online VIC clienteling within a luxury retail environment.
Fluency in English and French (both written and spoken) is required.
Proficiency in using CRM and e-commerce platforms, specifically Salesforce Commerce Cloud and Salesforce Marketing Cloud.
Success Profile:
The ideal candidate is client-focused, commercially driven, and passionate about delivering exceptional luxury experiences. They combine strong analytical and relationship-building skills with a proactive mindset, balancing strategic CRM planning, hands-on clienteling, team leadership, and operational execution to drive client loyalty and business growth.
