Group Director, Top Client Development – Southeast

As the Group Director, Top Client Development for the Southeast region, you will play a key leadership role in managing, strategizing, and enhancing CHANEL's Top Client (VIC) program. This role is a brand ambassador and business leader focused on delivering extraordinary experiences for internal teams and clients. Based in the Southeast (Bal Harbour, FL), you will act as the voice of your region, working closely with the Head of Retail for the Southeast and the Head of VIC & Client Development to set strategic objectives and vision for boutiques to drive focus on client and commercial KPIs. You will oversee the regional Top Client journey, partnering with boutique leaders to empower teams and deepen client relationships through engagement levers and bespoke experiences.

Responsibilities:

• Manage, strategize, evolve, and enhance CHANEL’s Top Client program, engaging with teams at all levels and departments across the organization.
• Directly engage with Top Clients and oversee the execution and hosting of regional Top Client experiences.
• Partner with boutique leaders and regional teams to refine the local Top Client journey and empower teams to deepen relationships via engagement levers.
• Assess business opportunities and risks related to Top Client activity and engagement, strategizing creative solutions.
• Own specific ROI and KPIs of Top Client engagement that highlight contributions to organization goals.
• Glean insights from KPI measurement and analyses to identify risks and opportunities and develop strategic proposals and action plans.
• Oversee the regional budget, managing it in a systematic, organized, and agile way.
• Act as a strong people manager, with a passion for identifying and developing talent while ensuring structural efficiency.
• Identify industry and market trends, maintaining a keen awareness of competitor movements and activities within the Southeast market.
• Encourage individual empowerment and employee development through hands-on visible leadership and a culture of continuous improvement.

Requirements:

• Minimum 10–12 years of relevant experience within a Top Client, CRM, or Luxury Hospitality program.
• Bachelor’s degree required.
• Deep understanding of luxury service, high-end products, and the socio-cultural nuances of the Southeast market.
• Proven history of people management and a passion for team development.
• Strong analytical skills with the ability to assess business opportunities, risks, and ROI/KPI measurements.
• Experience in developing, leading, and hosting high-profile client experiences and events.
• Exceptional communication, negotiation, and stakeholder management skills.
• Ability to travel up to 30–40% (both domestic and international).
• Role requires a consistent in-person presence (minimum three days per week) at the designated regional office or boutique locations.