Client & Retail Program Manager

Benefits

Additional Information

This role supports the enablement of elevated client experience and innovation in our boutiques through key fashion projects that will support us to leap forward in 2030. It is a unique role that sits at the intersection of Client and Retail, acting as a catalyst to unlock and elevate both retail and client experience while also supporting simplification efforts. The fashion projects that fall within this scope will also support elevating brand equity and driving client engagement. The objective of this role is to drive key fashion projects to ensure they reach stable business-as-usual standards while also evolving and optimising the tools to meet the demands of the future allowing this function to remain dynamic and in-touch with the expectations of our teams and clients This role will serve as the single point of contact for client x retail fashion projects in the region, providing clarity, simplicity, transparency and efficiency for all parties. What impact you can create at Chanel: Retail & Client Digital Transformation Ensure the successful rollout and ongoing adoption of the new retail and client digital platforms across boutiques. Act as a key liaison between Global, Regional , market teams and technical stakeholders. Ensure all transaction processes are efficiently supported, standardized, and continuously improved leveraging the platform. Monitor platform performance, user feedback, and service KPIs to support adoption and evolution of user journeys. Support any training, documentation, and change management needs to embed these solutions effectively into daily operations. Collaborate with internal teams to ensure alignment with customer experience, operational, and compliance requirements. Client Experience & Aftersales Excellence A key focus will be strengthening the region's approach to aftersales and client experience. Ensure consistent and elevated aftersales physical and digital experience and client services, with efficient pathways and quality repairs. Shape & implement a multi-year roadmap, working closely with global, regional and market stakeholders. Supporting new service capabilities and effective change management as new initiatives are introduced. Retail Operations & Clienteling Enablement Ensure effective deployment, adoption, and day-to-day usage of the fashion associate digital app across boutiques. Act as a key point of contact between retail teams and digital/IT stakeholders Support fashion associates in using the app for clienteling, customer engagement, and in-store sales activities. Monitor app usage, performance, and user feedback to identify enhancement opportunities. Coordinate training, user guides, and ongoing support to drive consistent and confident usage. Ensure training and process documentation are up to date. Ensure the app aligns with retail processes, client experience standards, and data governance requirements. Voice of Client & Continuous Improvement Monitor customer service survey results and key satisfaction metrics on a regular basis Analyze client feedback to identify trends, strengths, and improvement areas across retail and client service teams Partner with retail, client, and management teams to translate insights into actionable improvements Ensure timely follow-up on client feedback, including service recovery where required Support the enhancement of survey design, deployment, and reporting to maximize insight quality Continue to evolve questions to include Chanel et moi as we amplify the program in the region Explore opportunities to capture voice of non-purchasers Track the effectiveness of improvement actions and report on progress and outcomes Alternative Distribution / Resellers A dedicated stream to build understanding of the impact of diversion and resale markets for Fashion in SEAA as well as developing action plan for our market to address them. Critical for brand protection and buiding brand equity. Serve as the Single Point of Contact for all incoming requests and cascades and a steward for validation / requests; for both Global and Market. Review of internal global scoring cards process from region to market and formalize as needed Ensure review of the flags are done regularly and stays consistent across markets Seek to understand the "gap" that resellers are filling to propose services that could be offered by Top Clients team Support roll-out and understanding of Global Reseller Training Regular Alternative Distribution reporting to regional leadership with key action plans. You are energised by: Working in a fast-paced, collaborative environment where ideas are shared openly and teamwork drives success. Navigating complexity and ambiguity, creating clarity, structure, and momentum for cross-functional teams and initiatives. Building strong relationships across diverse stakeholders and aligning people around shared goals and outcomes. Taking ownership of initiatives from concept to execution and delivering tangible impact. Balanci

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