Head of Program, Boutique Experience Solutions, North Asia

Your role @ CHANEL

The luxury retail environment is rapidly changing, especially in North Asia, where customers expect a seamless blend of traditional elegance and cutting-edge digital engagement. We face the challenge of integrating digital solutions that not only meet but exceed the sophisticated expectations of our discerning clients. Adapting to the progressive retail landscape without compromising the storied heritage of our brand is paramount.

The Digital Solutions team plays a critical role at Chanel driving the digital transformation for our client and retail experience in the North Asia markets. This team addresses the need to modernize and enhance the luxury client experience, aligning with the digital age's demands and maintaining Chanel's legacy. This position will be at the heart of Chanel's digital transformation and will play a critical role for Chanel North Asia and its 3 Divisions (Fashion, Watches & Fine Jewelry, Fragrance & Beauty Products) to achieve the Digital Roadmap.

Boutique Experience Solutions Overview

The Boutique Experience Solutions team will focus on all digital touchpoints associated with in-boutique client experience. This team will be responsible for ensuring that our advisors have the right tools to best service our clients. At the heart of these interactions will be tools, such as iCoco, that the Boutique Experience Solutions team will own end to end delivery and the continuous maintenance and improvements of the tools.

The impact you can create at CHANEL

The Head of Program, Boutique Experience Solutions is tasked the end to end ownership in delivering Digital Solutions related to the Boutique experience of users and clients. He / She is responsible for overseeing and coordinating multiple related products within the Digital Solutions to ensure they align with business goals and deliver value. He / She is fully accountable for the end-to-end solution delivery and play a role in planning, executing, and finalizing projects according to strict deadlines and within budget

He/She contributes to providing efficient Digital Solutions in a lean manner, seamlessly integrating with back-end systems and digital touchpoints. He/she makes recommendations to management on opportunities for process improvements by utilizing and leveraging applications in this space.

The Delivery of these solutions should be managed in a manner that maximizes efficiency, both in cost and time. The team will also manage the support and stability of digital solutions ensuring tools deliver optimal value for users and clients.

Product Ownership:

• Take full end-to-end ownership of digital products related to the boutique experience, ensuring they meet quality standards, KPIs, and business goals.

• Drive the implementation of boutique experience digital solutions for North Asia based on the defined digital roadmap, with a focus on the existing clienteling tool (iCoco)

• Develop efficient digital solutions that can be managed in a lean manner and seamlessly integrate with other digital touchpoints and internal Chanel applications

• Drive operational excellence within the digital delivery team and ensure proper maintenance and enhancements are delivered across applications to meet established service levels

• Documentation: Create and maintain comprehensive program documentation, including plans, reports, and records.

Solution Delivery and Management:

• Program Planning: Define the scope, objectives, and deliverables of the program in collaboration with senior management and stakeholders

• Project Coordination: Oversee multiple projects, ensuring they are completed on time, within scope, and within budget

• Resource Management: Allocate resources effectively across projects and manage all resources working within the program

• Risk Management: Identify potential risks and develop mitigation strategies to minimize impact on the program

• Budget Management: Partner closely with the Portfolio Management team to develop and manage the program budget, ensuring financial resources are used efficiently

• Stakeholder Communication: Maintain regular communication with stakeholders to provide updates on program status, issues, and changes

Cross-Market Solutions:

• Create scalable solutions, services, and APIs that can be utilized across all markets, partnering closely with Tech, regional, and global counterparts for optimal integration.

• Ensure solutions are supported according to agreed service level agreements (SLAs) that ensure user satisfaction

• Performance Evaluation: Monitor and evaluate the performance of projects and the program as a whole, making adjustments as necessary

Core KPI Management:

• Monitor and enhance the following KPIs (but not limited to these KPIs) to ensure alignment with strategic objectives

  Product KPI Achievement Rate

  Time-to-Market for New Features

  Product Health

  Product Delivery on Schedule

  Deployment Success Rate

You are Energised by

• Driving operational excellence in the delivery of innovative solutions.

• Striving for simplicity and managing ambiguity.

• Building and leading multicultural teams with a shared vision, leveraging collective intelligence to maximise impact.

• Influencing critical topics and facilitating meaningful conversations in a non-hierarchical way.

• Connecting external opportunities, partnerships with tangible internal needs.

What You Will Bring

• A track record of distinguished leadership in digital transformations, preferably within the luxury sector, showcasing your ability to deliver solutions driving client experiences into realms of unprecedented engagement and loyalty.

• Proficiency in working across multiple stakeholders from business, digital, and technology teams to drive overall strategies

• An inspiring leadership approach that fosters innovation, collaboration, and a dedication to excellence among your team.

• The cultural sensitivity and strategic agility required to navigate the diverse and ever-evolving digital landscape of North Asia, honoring each market's uniqueness while pursuing a cohesive regional strategy.

• A pioneering spirit, matched with a profound reverence for the traditions that define Chanel.

• 10+ years of progressive experience in luxury retail, hospitality, or digital experience, with at least 3 years in a leadership role.

• Demonstrated success in managing high-impact programs and leading teams within a boutique or luxury environment.

• Strong project management skills, attention to detail, and a creative mindset.

• Excellent communication, interpersonal, and stakeholder management skills.

• Passion for delivering extraordinary experiences and building meaningful relationships with clients.

• Experience with digital clienteling tools, CRM systems, and omnichannel service platforms.

• Proficiency in customer data analytics (Google Analytics, Tableau, etc.).

• Ability to evaluate and implement emerging technologies to elevate guest experiences.

• Skilled in project management software (JIRA, Trello, )

• Understanding of data privacy and cybersecurity best practices.

At Chanel, we are you focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.