POSITION TITLE: Operations Manager

DIVISION / DEPARTEMENT: Fashion / Retail

REPORTING TO: Boutique Director

LOCATION: Guadalajara

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.

ABOUT THE ROLE

The Boutique Operations Manager ensures that the boutique team is equipped with the data, product and tools to constantly delight clients. Responsible for ensuring the boutique environment,

product availability, personnel and processes uphold CHANEL’s leading luxury stance, you drive the efficiency of the boutique, overseeing the back-office teams.

WHAT IMPACT YOU CAN CREATE AT CHANEL

Reporting to the Boutique Director, you are key in supervising all boutique operations to ensure performance and productivity. Directly Managing the Back of House team (back-office), you guarantee the right support to the sales activity to enable the ultimate client experience. Your analytical skills and pragmatic approach to business enable you to formulate tactic and strategic recommendations to collectively reach the boutique objectives.

You create a significant impact by:

Motivating the back-office teams to create the conditions that promote an expectation-exceeding client journey:

• Conveying the House Strategy to the relevant teams, ensuring objectives are understood and executed effectively
• Managing the back-office team in terms of recruitment, leadership, and setting and monitoring individual goals of team members, performing PMP (retail title for Year End Retrospective) and providing regular follow-up through one-to-one conversations
• Identifying development areas of team members and formulating action plans, including training programmes, to enhance skills and performance
• Enthusing the team with positive leadership and encouraging collaboration and knowledge sharing with complementary functions in the boutique
• Supporting and encouraging Chanel Vital Behaviours across the team
• Supervising the management, organisation and optimisation of after-sales activity in boutiques

Enabling retail teams to reach and exceed sales objectives by ensuring effective and responsive stock management:

• Supervising the organisation and optimisation of inventory to ensure product availability
• Staying alert to out-of-stock or over-stock situations and proposing corrective actions; managing stock transfers
• Ensuring the absence of inventory discrepancies
• Overseeing the organisation of stock-taking
• Managing the After-Sales activities, including Alterations

Ensuring the financial health of the boutique by optimizing running procedures:

• Supervising cash management within the boutique
• Building the working schedule in collaboration with the management team for optimal floor coverage and sales support
• Overseeing all maintenance, IT, security, catering and administrative functions for the boutique, both internally and externally
• Ensuring the boutique reflects CHANEL’s standards of luxury to support the client experience on the floor, and that the back-office offers an efficient and nurturing environment for staff
• Provisioning the boutique with required supplies
• Ensuring all cash, inventory and security procedures comply with regulations
• Taking a leadership role of expertise over all processes and procedures and supporting the team in the adoption of new procedures
• Reporting on stock performance to the Boutique Manager to optimise Buying Sessions
• Reporting on stock flow to the Sales Manager to optimise sales performance
• Monitoring retail indicators such as turnover, sell-through, boutique traffic and proposing corrective actions where required
• Monitoring the operational costs of the Boutique

Driving future growth for the Boutique by embracing innovation and continual improvements to operational efficiency:

• Contributing to projects to implement new tools & services in the Boutique in order to continuously improve the client experience and operational efficiency

YOU ARE ENERGISED BY:

• The history and heritage of The House of CHANEL
• People leadership and development
• Utilizing your organizational and attention to detail skills within multi-task projects in a dynamic, fast paced environment
• Fostering a meaningful client experience centered around inclusion and connection
• Being comfortable in the middle of complexity and ambiguity
• Multi-tasking within projects in a dynamic, fast paced environment
• Creativity and innovation by testing, learning and taking new risk

• Proactive and collaborative problem solving to deliver best possible outcomes for all stakeholders

WHAT YOU WILL BRING TO THE TEAM:

• Ability to thrive in a team environment and work collaboratively
• Understanding of, and passion for client experience
• Detailed oriented and excellent organizational skills
• Excellent communication skills
• Passion for the House of CHANEL, its history, product offerings, and commitment to social and cultural initiatives
• Curiosity and desire to learn and grow professionally within the world of CHANEL

YOUR QUALIFICATIONS:

• You have at least 6 years of documented experience in retail operation
• You have at least 4 years in team management experience
• As a people manager, you are engaging and communicative, performance minded and decisive strive for continuous improvement. You combine empathy, social mobility with a strong focus on achieving results.
• You are a self-driven, positive and independent person
• You are trustworthy with a high degree of integrity and ethics
• You are decisive and performance oriented
• You are detailed oriented and you have excellent organizational skills
• You have a passion for client experience, luxury and beauty
• Advance proficiency in Microsoft Office applications
• Fluent Spanish and Advanced English proficiency are required. Proficiency in additional languages is considered an asset.