Why This Mission

Building the Operational Foundation That Enables Our Boutiques to Excel

This role exists to strengthen the operational foundations across our HK/MO boutique network, so that every boutique runs with consistency, confidence, and the discipline expected of a global luxury Maison.

• Support the implementation and consistent application of operational standards and ways of working that enable boutique teams to perform at their best, every day and across every business moment
• Coordinate and support the successful delivery of retail operations initiatives at market level ensuring new systems, processes, and ways of working are landed with clarity, readiness, and lasting adoption
• Monitor and safeguard the integrity of inventory and BOH operations across the boutique network, building the behind-the-scenes excellence that directly shapes the client experience out front
• Contribute to the operational capability of boutique teams not as a separate agenda, but as a natural and deliberate expression of how this role leads every day

Ultimately, this role connects operational strategy to daily boutique reality, translating direction into disciplined execution and timely follow-up to support a seamless operating environment and consistently elevated CHANEL experience across HK/MO

Impact You Can Create In The Role

Reporting to the Retail Operations & Projects Manager, the Retail Operations Assistant Manager supports the delivery of the retail operations agenda across four key pillars:

Boutique Operational Standards & Excellence

• Support the development, maintenance, and communication of operational SOPs and standards across the HK/MO market, ensuring alignment with global Maison requirements and local operational needs
• Identify and report process inefficiencies; support the implementation of agreed improvements across boutiques
• Maintain operational frameworks, tools and reference materials that enable boutique teams to perform effectively and consistently across all business moments
• Partner with Boutique Operations Managers to ensure operational standards and ways of working are consistently understood and applied across the boutique network
• Coordinate readiness activities and follow-up to ensure boutique teams are operationally equipped and prepared ahead of new initiatives, seasonal peaks, and key business activations
• Collaborate with the Retail Operations & Projects Manager to align operational standards with broader function strategy and company policy
• Escalate material operational risks, non-compliance, and recurring issues promptly, with clear supporting information and recommended next steps

Retail Operations Initiatives & Change Delivery

• Support and coordinate market-level delivery of retail operations initiatives across the HK/MO market in alignment with business priorities
• Prepare and maintain local delivery plans, translating requirements into clear operational actions, timelines, and readiness criteria
• Coordinate cross-functional stakeholder and boutique teams throughout each initiative, ensuring all deliverables are tracked, teams are prepared, and issues are surfaced early
• Partner with Boutique Operations Managers to ensure initiatives are effectively implemented and operationally embedded within each boutique

• Support post-launch reviews , consolidate feedback, and track corrective actions where adoption or execution gaps are identified

• Maintain accurate and up-to-date initiative documentation across assigned workstreams, ensuring full visibility of progress , dependencies, and risks

Inventory & BOH Operations

• Support the implementation and ongoing monitoring of inventory management standards and controls across all boutiques, ensuring alignment with company policy, SOP governance, and the operational expectations of a global luxury Maison
• Monitor BOH operational practices and support the best practices in stock organization, product handling, replenishment, and security protocols
• Partner with Boutique Operations Managers to ensure inventory processes are consistently applied and maintained to the required standard within each boutique
• Collaborate with BTQ, logistics, merchandising, and finance to coordinate operational follow-up and resolve routine execution issues across the HK/MO market
• Monitor stock accuracy and integrity, support investigation of discrepancies, and escalate significant or unresolved issues with appropriate rigor and accountability

• Support continuous improvement of inventory and BOH processes by identifying inefficiencies, proposing practical solutions, and following through on agreed actions

People & Capability

• Support operational capability building across the boutique network through clear guidance, practical knowledge-sharing, and consistent reinforcement of standards
• Identify operational learning needs and share observations with the Retail Operations & Projects Manager and Boutique Operations Managers.

• Provide day-to-day coaching and support to boutique teams on operational processes, tools, and required ways of working

• Foster a culture of operational excellence and continuous learning, where high standards are the norm and teams feel supported to improve
• Contribute to talent development by identifying strong operational practices and potential talent for further development

You Are Energized By

• Bringing structure, clarity, and consistency to operational activities across boutiques.

• Being present on the ground, close to boutique reality, and using that proximity to identify issues and support practical improvements
• Building trust across diverse stakeholder groups, from office functions to boutique floor teams, through consistent follow-through and genuine engagement

• Supporting teams through change by making requirements clear, practical, and manageable
• Working in a collaborative, matrixed environment where influence, responsiveness, and attention to detail matter
• Holding yourself and others to high operational standards with a grounded understanding of excellence in a luxury Maison

What You Will Bring

• Minimum 3–5 years of relevant experience in retail operations or a related discipline, preferably including experience in a luxury or premium retail environment.
• Hands-on experience supporting boutique operational standards across a multi-door or a complex retail environment
• Experience coordinating and supporting retail operations initiatives including system implementations, process changes, and operational rollouts
• Ability to work effectively with office functions and frontline boutique teams, supporting readiness and adoption during change
• Strong, hands-on knowledge of BOH operations and inventory management including stock control processes, governance compliance, and operational standards in a luxury context

• Demonstrated ability to analyze operational issues, organize follow-up actions, and escalate risks appropriately

• A clear and collaborative communicator, credible in both stakeholder discussion and a boutique floor briefing
• Fluent in English and Cantonese; Mandarin is an advantage

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth and contributes to collective progress. We believe the uniqueness of each individual enhances 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.