Client & Retail Program Manager

Overview

This position is dedicated to enhancing client and retail experiences in boutiques through key fashion initiatives aligned with our 2030 ambition. It plays a pivotal role at the crossroads of Client and Retail functions, aiming to elevate service quality, simplify processes, and boost brand engagement by driving fashion projects to stable business-as-usual operations while continuously optimizing tools and systems for future demands.

Key Responsibilities

• Lead the rollout and adoption of new digital retail and client platforms in boutiques, collaborating with Digital Solutions teams.
• Serve as a liaison among Global, Regional, Market teams, and technical stakeholders ensuring seamless communication and coordination.
• Standardize and improve transactional workflows using digital platforms, monitor performance, collect user feedback, and enhance user journeys.
• Coordinate training sessions, create documentation, and manage change to integrate new solutions into daily operations.
• Drive consistent, high-quality aftersales and client services through the Chanel et Moi program by developing and executing a multi-year regional roadmap.
• Facilitate new service capabilities and manage transitions when launching new initiatives.
• Ensure effective deployment and day-to-day use of the fashion associate digital app for clienteling and sales support, including ongoing performance monitoring and training.
• Analyze client feedback and metrics to identify trends and opportunities and support implementation of service improvements.
• Maintain thorough service recovery and follow-up processes to address client concerns proactively.
• Manage alternative distribution and resellers by assessing diversion impacts, coordinating validation requests, and delivering regular reports to regional leadership for brand protection.

Desired Profile

You thrive in fast-paced, collaborative environments, navigating complexity to establish clarity and momentum. You possess strong relationship-building capabilities and take full ownership of initiatives, balancing big-picture thinking with detailed execution. Adaptability, continuous learning, and a proactive problem-solving mindset define your work style.

Qualifications & Experience

• Degrees or backgrounds are flexible; business, marketing, or digital disciplines are advantageous but not mandatory.
• Experience in program or transformation management with an interest in retail operations, client services, and digital platforms.
• Minimum five years in retail, client-facing, or administrative roles with project management exposure; familiarity with boutique operations and customer service processes is beneficial.
• Strong communication, collaboration, and organizational skills, alongside comfort learning new systems and working within ambiguity.

What We Offer

• Opportunity to grow within a prestigious luxury brand that values innovation and excellence.
• Exposure to diverse teams and complex business projects enhancing strategic, leadership, and problem-solving skills.
• An inclusive culture complemented by competitive benefits and wellness programs.

Our Commitment to Inclusion

We foster an inclusive environment that encourages individual uniqueness and collective progress, welcoming applications from diverse candidates who can bring new perspectives to our team.