Role

As the Boutique Operations Manager, you will play a critical leadership role in ensuring boutique operations, processes, and governance are effective, compliant, and future-ready. You will uphold CHANEL’s brand image by driving operational excellence, embedding robust SOPs, and strengthening compliance across key areas such as client service, Occupational Health & Safety, asset protection, and sustainability. Working closely with boutique and office stakeholders, you will lead operational improvements, support business transformation initiatives, and build high-performing support teams that enable an exceptional client and employee experience while supporting CHANEL’s long-term growth ambitions.

You are energised by:

Driving Operational Excellence Through Governance & SOPs

• Upholding Chanel’s brand image and operational excellence by ensuring boutique SOPS are consistently implemented and adhered to, promotion compliance with internal standards
• Working with stakeholders in formulating and updating Boutique (and Market) SOPs that are pragmatic and applicable for day-to-day operations.

• Regularly plans and implement briefings to the boutique staff on Boutique Operations topics

Effective Leadership and Management of Boutique Operations

• Leading and empowering boutique support teams to deliver operational excellence, ensuring policies, procedures, and controls are consistently executed across sales, stock management, after-sales service, and boutique operations.
• Managing team rosters, vendor relationships, and boutique procurement activities to ensure smooth and efficient boutique operations.
• Collaborating with stakeholders to provide clarity on operational processes and support sound decision-making that balances client needs with brand priorities.

Operations Optimization, Improvement and Project Management

• Builds the culture of operations excellence, optimization, and improvement in the boutique.
• Devotes time with relevant stakeholders on emerging and “tomorrow” topics like (but not limited to) Omnichannel processes, Occupational Health and Safety, Risk Management and Sustainability.
• Constantly looks out for the operational best practices from outside the boutique and applies them based on boutique specifications.
• Systematically improves operational efficiency in the boutique, including product flow, inventory management, process re-design, etc.
• Leads boutique level projects to elevate operational efficiency, client and employee experience
• Works closely with Office Retail Operations Team to implement relevant operations projects and tools.

Team Management and Development

• Motivates and inspires the Boutique Support Team in setting the highest standard for client and employee experience.
• Supports team members to achieve “them at their best” through regular development and performance conversations.
• Works with L&D stakeholders on team members’ learning and development plans.

What you will bring

• At least 5 years of retail operation experience, 3 years in team management.
• Previous working experience in fashion or luxury industry is a plus
• A strategic and results-driven mindset, with the ability to translate vision into actionable plans.
• Strong business acumen and a deep understanding of brand and operational priorities.
• Excellent communication and stakeholder management skills, fostering collaboration and alignment across teams.
• The ability to build partnerships and drive business outcomes through influence and teamwork.

What CHANEL can offer you

You will have the opportunity to lead impactful projects, drive business transformation initiatives, and influence how client and employee experiences evolve within an increasingly sophisticated retail environment. Working alongside cross-functional stakeholders, you will deepen your expertise in luxury retail operations, project leadership, change management, compliance, sustainability, and omnichannel excellence, while contributing to CHANEL’s ambition to remain the ultimate house of luxury for clients today and tomorrow.

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.