About the role

JOB mission:

CHANEL is committed to nurturing long-term client relationships, building lasting emotional connections, and ensuring every client feels valued beyond the transaction.

As Retail Service Program Manager, you will develop and implement service strategies that elevate client satisfaction and strengthen brand equity. Working closely with your line manager, you will drive retail service transformation through innovative cross-touchpoint initiatives, reshape team mindsets, and optimize the full client journey while embedding sustainable premium service solutions aligned with our luxury brand positioning.

You will ensure retail service standards are aligned with CHANEL’s global strategy, partner with cross-functional teams to deliver seamless, personalized, respectful, and value-driven client experiences, and upskill retail teams to strengthen premium service awareness and professional capabilities.

Key Responsibility:

CHANEL & moi Localization & Implementation

Collaborate with global and regional teams to develop the CHANEL & moi China strategic roadmap, ensure local execution is aligned with global service strategies, and drive continuous retail service excellence across all boutiques.
Lead closed-loop governance across the full lifecycle, from service initiative launch and on-site implementation to post-launch performance tracking and results review.
Design and implement internal recognition programs to motivate boutique teams, support team lead management, and organize nationwide service activation initiatives to drive the success of CHANEL & moi.
Act as an internal service ambassador to strengthen service culture, engage and influence key stakeholders, and build a community of service advocates.

VOC (Voice of Client) Program End-to-End Management

Own VOC program strategic planning and build a customer insight research framework aligned with local service enhancement objectives.

Manage the end-to-end execution of multi-dimensional surveys, including CSS surveys, CHANEL & moi surveys, non-purchaser surveys, and staff in-store purchaser surveys.
Oversee the VOC dashboard to ensure data integrity, consistency, and real-time visibility.
Deliver regular VOC analysis reports, facilitate cross-regional insight-sharing sessions, and translate client feedback into actionable service optimization solutions to address operational and experience gaps.

After-Sales Operational Excellence

Conduct regular boutique after-sales service diagnostics, identify operational bottlenecks and experience gaps, and leverage insights from VOC and CHANEL & moi reports.
Optimize end-to-end after-sales workflows and client service processes to improve service efficiency and client satisfaction.
Build performance tracking mechanisms, monitor core service KPIs, and drive continuous improvement of after-sales operational capabilities.

what you can bring to the team

Key Requirements & Competencies

Solid experience in program management is essential.
Genuine passion for delivering world-class client service.
Strong analytical and communication skills, with the ability to engage stakeholders at all levels.
Ability to resolve complex issues within the relevant functional area and/or area of expertise.
Proven leadership skills, including the ability to motivate cross-functional teams to achieve project goals.
Strong business and financial acumen.
Natural ability to build trusted relationships with peers and external stakeholders.
Ability to define priorities and execute effective approaches to achieve objectives.
Demonstrates strong executive presence, structured thinking, and sound judgment.

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Skills & Tags

Aplyr's read

Chanel embodies luxury and timeless elegance, attracting creative professionals passionate about high fashion and innovative beauty solutions.
Synthesized from recent postings & public sources

What's promising

•Chanel offers a prestigious brand reputation, attracting top talent in fashion and beauty.
•The company provides opportunities in diverse roles, from creative to technical positions.
•Chanel's global presence allows for career growth and international exposure.

What to watch

•High competition for roles may limit opportunities for advancement.
•The luxury industry is susceptible to economic downturns impacting job stability.
•Limited public information about work-life balance and company culture.

Why Chanel

•Chanel's legacy of innovation in fashion and beauty sets it apart.
•The brand's commitment to craftsmanship ensures high-quality products.
•Chanel's influence in the luxury market offers unique career experiences.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Chanel

Chanel

chanel.com

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Chanel is a French luxury fashion house known for its haute couture, ready-to-wear clothes, luxury goods, and fashion accessories. Founded by Coco Chanel, the brand is synonymous with elegance and timeless style.