At the Unleash World Conference in Paris, Claire Isnard, Global Chief People & Organization Officer at Chanel, delivered an inspiring session titled “Transforming Culture and Leadership: A People-Centric Approach.” Isnard shared the luxury brand’s journey of cultural transformation and leadership evolution, highlighting Chanel’s efforts to modernise its approach to people while staying true to its heritage. Her session focused on the importance of courageous leadership, inclusivity, and balancing tradition with innovation to maintain Chanel’s allure in an ever-changing global market.
Claire Harrison, Harrisons’ Managing Director attended the session to gain insights into Chanel’s leadership strategy and its focus on culture as a driver of business success.
A Culture of Secrecy and Desirability
Chanel has long been recognised for its exclusivity and desirability, but its internal culture has often remained shrouded in secrecy. Isnard acknowledged this and emphasised the significance of sharing Chanel’s story at Unleash World. “We are known for being secretive, but today, I want to open a window into our approach to people and leadership,” she said.
Isnard’s session provided a rare glimpse into Chanel’s approach to fostering a unique organisational culture while expanding globally. “Our goal is to maintain our unique identity while growing and integrating across new markets,” she explained. “It’s about creating a culture that is distinctly Chanel but open to new ideas and new talent.”
From Teacher to HR Leader: A Journey of Courageous Leadership
Isnard’s journey to becoming Chanel’s Global Chief People & Organization Officer was unconventional. She shared her transition from teaching to consulting and eventually to leading Chanel’s global HR operations. The defining moment came when she accepted the role despite the absence of a global CEO, a decision that required courage and trust. “Leadership requires taking risks and embracing uncertainty,” she said. “But it also requires building trust and connecting with people on an emotional level.”
Isnard’s experience exemplifies Chanel’s approach to courageous leadership, which encourages leaders to take risks, lead with heart, and build trust across teams.
Building a People-Centric Culture
Isnard outlined how Chanel is working to modernise its approach to people-centricity while preserving its heritage. One of her primary tasks was to establish a global HR organisation from scratch. She collaborated with existing HR teams to define a clear vision and roadmap, focusing on creating a sense of belonging and unity across the company.
“It’s not just about building an organisation—it’s about creating a community,” she explained. “It’s about bridging people together, fostering connection, and creating a shared purpose.”
Chanel’s commitment to a people-centric culture extends beyond internal operations. Isnard described how the company’s philosophy of caring for its people is ingrained in every aspect of its business decisions, reinforcing Chanel’s distinctive luxury experience.
Balancing Heritage and Modernity
A recurring theme in Isnard’s presentation was the importance of balancing Chanel’s heritage with modernity. She acknowledged the company’s rich history but emphasised the need to evolve to meet the changing expectations of both clients and employees. “We are a creativity-led organisation,” she said. “But we must balance our iconic elements with the needs of a new generation.”
Chanel’s leadership team is focused on integrating tradition with innovation, ensuring that the company remains relevant in a dynamic market. “It’s about being future-fit while staying true to our identity,” she explained.
Prioritising Leadership Development and Inclusivity
Isnard stressed the importance of inclusivity in leadership development at Chanel. “Diversity is not just a goal—it’s a source of strength,” she noted. Chanel’s leadership programs go beyond technical skills, focusing on embracing diverse perspectives and fostering a culture of trust.
The company is also committed to promoting gender balance, with women making up 78% of its workforce and holding 44% of top executive positions. “We value diverse perspectives and experiences because we believe that inclusion drives creativity and collaboration,” Isnard said.
Emphasising a Human-Centric Approach
Chanel’s philosophy is to put people at the heart of its business decisions. Isnard described how the company aims to “create the space and tools for people to be at their best,” promoting both individual agency and collective effort. This human-centric approach is ingrained in Chanel’s DNA and extends beyond internal operations to how the company interacts with its clients and stakeholders.
“We don’t refer to our workforce as employees—we call them people,” she explained. “It’s a small change in language, but it reflects a deeper commitment to valuing individuals holistically.”
Claire’s Top 5 Takeaways from the Presentation
After attending Isnard’s session, Claire reflected on the key takeaways for businesses aiming to build a people-centric culture and courageous leadership:
- Embrace Courageous Leadership: Encourage leaders to take risks, connect emotionally with their teams, and build trust. Leadership should be rooted in both heart and purpose.
- Prioritise Inclusivity: Diversity is a source of strength. Develop leadership programs that value diverse perspectives and experiences, fostering a sense of belonging within the organisation.
- Balance Heritage and Innovation: Maintain your organisation’s identity while embracing new ideas. This balance will help you stay relevant in a changing market.
- Adopt a People-Centric Approach: Think of your workforce as people, not just employees. Create an environment that promotes both collective effort and individual agency.
- Communicate Openly During Change: When facing leadership transitions or organisational changes, maintain open communication to build trust and alignment.
Leading with Heart and Purpose
Claire Isnard’s presentation at Unleash World highlighted the importance of leading with heart, embracing inclusivity, and balancing heritage with modernity. By prioritising people, fostering courageous leadership, and creating a sense of belonging, Chanel is not only preserving its iconic identity but also positioning itself for continued success in a rapidly changing world.
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Claire Harrison is the Founder and Managing Director of Harrisons, a flourishing HR consulting business that sprouted in 2009 from Claire’s passionate belief that inspiring leaders and superstar employees are the key success factor to any business. With over 20 years’ experience, Claire has worked as a HR Director of multi-national organisations, as a Non-Executive Board Director, and a small business owner. Claire’s corporate career includes working with companies such as BHP, Westpac, Fonterra and Mayne Nickless.
