Job Description

Your role @ CHANEL

CHANEL is a privately-owned company whose values are grounded in creating the conditions for people to perform at their best, feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people’s humanity and uniqueness so that they are free to bring full selves to work and to their life’s calling.

CHANEL & moi Localization & Implementation

• Partner with global and regional teams to develop and execute the CHANEL & moi strategic roadmap, ensuring local relevance and alignment with global service strategies.
• Support end-to-end support for service initiatives, including launch, on-site implementation, post-launch performance tracking, and results review.
• Lead the Les Atelier strategic roadmap, conducting monthly monitoring of service quality, client satisfaction scores, and visit metrics; identify opportunities for improvement and drive enhancement measures.
• Serve as an internal service ambassador, strengthening the service culture, engaging key stakeholders, and building a community of service advocates.

CSS, VOC (Voice of Client), After-Sales & Non-Purchaser Survey Program Management

• Manage end-to-end execution of multi-dimensional surveys—including CSS, CHANEL & moi, non-purchaser, and staff in-boutique purchaser surveys—utilizing various channels and tools (e.g., Kakao, Salesforce Marketing Cloud, BI dashboards).
• Oversee the VOC dashboard to ensure data integrity, consistency, and real-time visibility; deliver monthly analysis reports, facilitate cross-regional insight-sharing sessions, and translate client feedback into actionable service excellence solutions.
• Deliver actionable items for each learnings and co-work with key stakeholders to change the boutique experiences.

After-Sales Operational Excellence

• Conduct regular diagnostics of boutique after-sales services, identify operational bottlenecks and experience gaps, and leverage insights from various survey including after-sales survey.
• Optimize end-to-end after-sales workflows and client service processes to enhance efficiency and client satisfaction collaborating with key stakeholders.
• Build performance tracking mechanisms, monitor core service KPIs, and drive continuous improvement of after-sales operational capabilities.
• Support the launch and implementation of the ACET tool for a seamless after-sales client experience.

Clienteling Support

• Demonstrate a deep understanding and passion for clienteling, infusing best practices across boutique operations.
• Support clienteling training and systematically embed clienteling practices throughout boutique teams, elevating client engagement standards.
• Support and utilize app push settings and digital tools to enable personalized client outreach, ensuring timely and relevant communication.

Key Requirements & Competencies

• Extensive experience in project management both digital and physical, with a track record of successful initiative implementation.
• Excellent analytical skills and proven communication abilities, including experience delivering impactful training/meetings and effectively infusing new practices across boutique teams and diverse stakeholders.
• Systematic knowledge of digital communication tools and platforms, with the ability to leverage technology for enhanced client engagement, internal collaboration, and operational efficiency.
• Proven ability to resolve complex issues within relevant functional areas and areas of expertise by engaging key stakeholders
• Strong business and financial acumen with budget management.

What you can bring to the team…

• Minimum 5-8 years’ experience in relevant client services, retail operations, project management with luxury retail environment
• Proven track record managing end-to-end service initiatives, including survey program management, after-sales operations, and clienteling.
• Strong analytical skills and experience delivering training, leading cross-functional teams, and driving the adoption of new practices across multiple boutiques or regions.
• Demonstrated executive presence, structured thinking, and sound judgment in resolving complex issues and engaging diverse stakeholders.
• Capability to adopt digital tools (including eDM set-up, mms/kakao set up, Salesforce Marketing Cloud modules and other new tools) with openness.
• Fluency in English and Korean

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.