Job Description

About the role

In the ever-evolving luxury retail environment, customers now expect a seamless integration of traditional elegance with innovative digital engagement. Digital and data are crucial in unlocking growth potential across Southeast Asia and Australia & New Zealand (SEAA). Our Digital Solutions are designed to support the growth of our brand, business, and our people. SEAA is characterized by a rich and diverse blend of cultures and digital expectations, making it essential for this role to support markets in addressing unique nuances while fostering scalability through partnership.

The digital product management domain is focused on the delivery of seamless omnichannel experiences, serving as trusted regional digital partners who combine customer experience principles, technical understanding and data-driven insights to deliver operational excellence and measurable impact in-market.

In SEAA, numerous products (platforms and touchpoints) are utilized across North Asia, South Asia, Australia, and New Zealand. To deliver collectively with speed and agility, we emphasize creating clarity and market relevance.

As Digital Product Operations & Performance Assistant Manager, you will coordinate the operational rollout, new initiatives and drive performance for client-facing and clienteling digital products —including Chanel.com, client registration & account, clienteling apps etc. —across SEAA markets. You will work closely with development teams, regional/ market business teams to ensure smooth launches and sustained platform health, as well as create transparency and actionable insights for ongoing improvement.

What impact you can create at Chanel

Operational Rollout & Release Management

• Coordinate operational rollout and release management for client-facing and clienteling applications across SEAA markets, from testing through deployment.

• Support communication and coordination between global/ regional development teams and markets / divisions

• Coordinate testing activities with quality assurance (QA) and market / division teams to ensure robust testing and deployment

• Maintain rollout trackers, risks and go-live readiness checklists, keeping stakeholders informed and proactively resolving rollout blockers.

• Collaborate with the support team to address escalations, ensuring user issues are resolved promptly and efficiently.

Drive performance and enhancements of existing digital products

• Define and propose the right metrics to track the success of new and existing digital products/ features e.g. adoption, engagement, conversion, user experience KPIs, deployment success, time-to-market and platform health.

• Maintain an understanding of existing tags, events, metrics and dashboards to support data requirements and work with analytics teams to request new tagging, where required

• Regularly review performance data (GA4, PowerBI) and report to stakeholders to create transparency around digital performance across the region

• Investigate issues or opportunities and translate findings into actionable recommendations such as experiments, UX fixes, configuration changes, ideas to drive user adoption/ utilization etc.

• Recommend roadmap enhancements to existing products backed by data and insights, ensuring each change delivers strong commercial and platform benefits.
  

Support new digital product initiatives for SEAA

• Collaborate closely with digital business partners to maintain a transparent, prioritized backlog, ensuring clear visibility and alignment on enhancement initiatives.

• Support the evaluation and prioritization of new digital product opportunities by contributing data, insights, and operational perspectives

• Gather and articulate requirements for the region, collaborating with local business stakeholders to identify unique needs, regulatory considerations, and opportunities for localization.

• Facilitate alignment between regional/ market teams and delivery teams, ensuring clear understanding of requirements, roadmap, timelinedependencies, and readiness criteria.

• Assist in preparing the markets for launch including UAT, change management, coordination for hypercare and feedback collection, setting the stage for a successful operational rollout.

You are Energised by

Creating order from operational complexity - you establish processes and rhythms that keep multiple digital implementations running smoothly, while also diving into the details to untangle interdependencies, resolve blockers, and drive progress

Digging into digital metrics to understand the 'why' behind that tells the story of user behavior and experience quality

A dynamic working environment, working across a broad set of digital tools at different phases of their lifecycle.

Connecting and working with other regions or external partners in agile and dynamic ways to create impact and results.

What You Will Bring

• Experience in digital product operations or project management, ideally within retail, consumer, luxury or e-commerce environments

• Attention to detail and strong project management experience coordinating across diverse teams for multi-market rollouts in complex digital environments. Comfortable managing UAT, go-live readiness and post launch reviews.

• Product and technical literacy, particularly across CRM, clienteling, and e-Commerce – with an understanding of how these systems work together at a high level

• A strong relationship and stakeholder partnership orientation. With the ability to adapt communication styles and formats for global, regional and local market teams

• Familiarity with web/ app analytics tools such as GA4, Power BI, Looker Studio. Ability to build dashboards (PowerBI) is a strong plus.

• Ability to define the right metrics to measure for product success, use data to evaluate outcomes and translate insights into actionable recommendations (experiments, UX fixes, configuration changes, ideas to drive user adoption/ utilization etc.
• Familiarity with agile product development methodologies, and a working understanding of relevant technology stacks and integrations to collaborate effectively with delivery and technology teams.
• Highly resourceful and self-starting; able to locate data or answers across complex or ambiguous environments
• Analytical, curious and structured in approach
• Collaborative, composed and adaptable; thrives in a fast-evolving digital landscape