Context :

• CHANEL’s long term objective is to grow qualitatively, building the long-term value of the brand for clients of today and tomorrow & ensuring top Fashion Luxury leadership.
• Business complexity has increased and there has been a strong localization of the business in recent years.
• Clients have become younger and more sophisticated with strong expectations in terms of product availability, services, and brand values. Topics around Compliance, Occupational Health & Safety and Sustainability are also becoming very important to our clients.
• The Fashion Business Model focuses the client activities around the Boutique with the Fashion Advisors at the centre of client relationship. It is therefore imperative that all Fashion Advisors and Boutique staff are well trained to be the “front face of CHANEL” and Boutique operations and processes support an industry-leading client experience.

Brand Vision: The ultimate house of luxury defining style and creating desire now and forever.

Boutique Mission: Engage the consumer of today and tomorrow to the brand in an omnichannel environment with the objective of converting them as Brand Advocates, by providing unsurpassed service to all customers (internal and external) and ensuring high image standards in the boutiques at all times while being committed to the employee’s personal and professional development and growth.

Job Purpose: As the Fashion Business scales in size and sophistication, the Boutique Operations Manager we play an important leadership role within the boutique to ensure that operations and processes are compliant and effective to support an industry-leading client and employee experience.

Key Responsibilities:

Upholding of Brand Image through robust Boutique SOP

Boutique SOPs may include General & VM Housekeeping, Boutique Maintenance, Staff Grooming, Asset Protection, Occupational Health & Safety, and others as necessary to achieve business objectives.

• Ensures that Boutique SOPs are rigorously followed and implemented, emphasizing where relevant to the teams the importance of compliance to internal standards & external regulations in upholding the Brand Image.
• Works 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

• Leads Stock Team, CASS, Boutique Assistants, Alteration (where applicable) and Cashiers to ensure all operational procedures regarding sales, discounts, transfers, stock adjustments, after-sales service and all other policies are followed.
• (where applicable) Manages Team Roster, Vendor relationship, Boutique Procurement matters.
• Ensures the team accurately completes daily sales and appropriate paperwork.
• Attends to all day-to-day operational issues promptly and astutely.
• When SOP with regards to Operations or Processes are unclear, works with relevant stakeholders and supports Team in understanding a situation and making a decision with both the Client and the Brand in mind.

Operations Optimization and Improvements

• 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.

Project Management and Implementation at the BTQ level

• 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 at the boutique level.

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.

Work Experience

• At least 5 years of retail operation experience, 3 years in team management.
• Previous working experience in fashion or luxury industry is a plus.