Job Description

Why This Mission

To protect and elevate CHANEL’s brand prestige by setting the strategic and operational foundation for best‑in‑class after‑sales excellence within Les Ateliers CHANEL & Moi, ensuring consistency, reliability, and long‑term client trust across all touchpoints.

Impact You CreateInthe Role:

Reporting to the Head of Les Ateliers, you act as a strategic advocate of the Chanel & Moicommitment. You bring strong operational leadership, analytical insight, and a collaborative mindset to drive alignment, uphold governance, and continuously raise standards—ensuring CHANEL’s vision of service distinction is consistently delivered and future‑ready.

As Operation Supervisor, you translate CHANEL’s service vision into robust operational standards and scalable practices. Through strong governance, cross‑functional collaboration, and data‑led decision‑making, youoptimizeafter‑sales processes, enable seamless client journeys, and support the sustainable growth of Les Ateliers—positioning Singapore as a regional hub of service excellence for SEAA and beyond.

Ultimate Service

• Ensure the team fully understands and consistently executes the vision, strategy, and service standards of Les Ateliers CHANEL & Moi

• Lead the triage, prioritization, and execution of all after‑sales service requests (under and outside warranty), ensuringtimelyprogress tracking, quality outcomes, and smooth client collection.

• Set the standard for hospitality and client service through expert guidance, attentive listening, and refined storytelling that reflects CHANEL’scraftsmanshipand heritage.

• Conduct quality spot checks and ensureaccuratedocumentation, accountability, and traceability for all repaired items.

• Manage service issues and client complaints with professionalism and discretion, transforming challenges into opportunities to reinforce trust and loyalty.

• Activelyidentifyservice gaps and improvement opportunities, proposing and supporting the rollout of initiatives that enhance the Chanel & Moiafter‑sales experience and relational promise.

Ultimate Space & People

• Oversee the upkeep, organization, and functionality of the facility, ensuring CHANEL standards across cleanliness, digital systems, POS tools, packaging, and client amenities.

• Plan and manage duty rosters, station coverage, and leave scheduling to ensureoptimalstaffing and smooth daily operations.

• Support onboarding, training, coaching, and performance development of team members, fostering collaboration, accountability, and a high‑performing Les Ateliers culture.

• Drive seamless collaboration across artisans, QC, coordinators, after‑sales, alteration hubs, and boutiques to ensure aligned and efficient workflows.

• Monitor daily repair flows, client appointments, and operational KPIs, promptly addressing risks tomaintainservice excellence and performance targets.

• Gather client insights and operational feedback, continuously refiningSOPsand client journeys to improve efficiency and service quality.

Advocate Chanel & Moi

• Champion the Chanel & Moiphilosophy and service standards, embedding a strong culture of after‑sales excellence within the team.

• Encourage active participation in service initiatives and reinforce CHANEL values in daily operations and decision‑making.

• Identifyand maximize opportunities to visibly demonstrate CHANEL’s commitment to care throughout the after‑sales journey.

• Act as a key advocate to the wider retail network, aligning teams around the delivery of consistent, elevated luxury after‑sales experiences.

Governance & Operation

• Ensure full compliance with CHANEL policies, governance frameworks, and applicable legal and industry standards.

• Lead workplace health and safety oversight, including risk assessments, safety protocols, and acting as the primary WHS contact.

• Oversee inventory management, proper storage, usage tracking, and loss prevention for parts, tools, and supplies.

• Assess and document repair feasibility and authorization in line with brand and quality guidelines.

• Maintain and update operational tracking tools and dashboards, providing regular performance insights and trend analysis (weekly, monthly, YTD).

• Supervise operational processes including stock takes, repair audits, spare part orders, and issue resolution in collaboration with internal teams and external partners.

What Energizes You

You are energized by shaping systems that endure, leading through complexity, and aligning diverse stakeholders behind a shared vision of excellence. You thrive at the intersection of strategy and execution, where operational rigor directly enhances the client experience and strengthens the brand.

What YouWillBring

• Bachelor’s degreewith a good problem solving & learning mindset

• Ability to clearly articulate vision and translate strategy into effective, scalable execution.

• Proventrack recordof building, developing, and empoweringhigh‑performingteams and a culture of service excellence.

• Strong communicationand interpersonal skills to engage and align diverse stakeholders across functions andclient‑facingenvironments.

• Strong planning, project management, anddata‑drivendecision‑makingtoidentifyrisks, drive improvement, and deliver results at scale.

• Client‑Centricityto balance service excellence with operational discipline.

• Deep understanding of governance, compliance, and SOPs, with the agility to lead change and support sustainable growth.

At Chanel, we are 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.