• Job Description

  Req#: JOBREQ00083770

  In a context of strong acceleration of our retail ambition & development of an omnichannel approach to our F&B business in Europe, the quality of execution of direct to consumer operations is necessary to deliver a seamless experience in all touchpoints. Professionalizing and standardizing our operating processes in-store becomes crucial to sustain a growing business and number of points of sale. The retail operations manager will provide the right tools, processes, guidance & support to all European markets to enhance the operational efficiency and organization of in-store teams and ensure a smooth interconnection with digital touchpoints. He/She will lead transformation projects in close collaboration with markets, division and regional partners (especially IT, retail development, CRM, digital, marketing & finance teams as well as Fashion & WFJ counterparts). He/She will be the business owner in all IT projects to represent retail needs. He/she will ensure perfect knowledge of all in-store tools & processes through communication, training, coaching. He/she will be in constant relationship with markets to provide daily operational support and concrete solutions to enhance local operations.

  What impact you can create at Chanel

  Guarantee the efficiency of retail operations :

  Customer experience :

  • Equip Beauty advisors with the right tools to gain efficiency in the selling ceremony (ex :MyBTQApp features like mobile payment, catalog & stock visibility…). Act as F&B Business owner in the project, bringing forward users’ needs in terms of improvements & new features.
  • Express retail teams business needs as Regional business lead in the projects of replacement of retail IT systems (back-office management & cash desk)
  • Ensure smooth integration of digital tools in-store to guarantee a seamless and enriched customer experience in close collaboration with Marketing & Digital teams
  • Support digital teams on back office processes to ensure smooth retail execution of omnichannel experiences (click&deliver, click&collect, on-line appointment…)

  Back office operations :

  • Optimize point of sales supply processes for all product categories and ensure the right level of stock at all time (F&B, Fashion, Books, promotional material, uniforms, samples...)
  • Improve stock management processes to gain efficiency (ex : samples & packaging stock management, transfers procedures, obsolete returns procedures...)
  • Define, communicate & ensure adoption of retail procedures in collaboration with finance team & CRM teams (anti-traffic, stock, cash-desk…)

  Sustainability :

  • Drive initiatives towards a greener points of sale by new projects implementation & points of sale teams engagement in coordination with all departments
  • Animate retail teams around our Retail Label and enrich the initiative with new ambitious ideas
  • Organize in coordination with supply performance & marketing team all initiatives around circularity @ POS (refill, empty products collection, obsolescence management, SPM recycling…) ensuring strong adoption by retail teams

  Support business development :

  Boutique opening :

  • Participate to boutique opening project groups, providing guidance on operations-related topics and coordinating operations tasks with the rest of the Operations teams.
  • Train boutique staff on Operations procedures and tools
  • Update and enrich opening procedures with best practices

  Performance follow-up and action plan :

  • Implement the right tools to collect the necessary data (traffic counting solution, Services registration, MyBTQApp…)
  • Provide KPI & reports to monitor and drive store performance (ex : press-button PowerBI reports, ad hoc analysis…)
  • Monitor performance indicators (sales, stocks) and propose action plans on Operations-related indicators

  You are energised by

  What you will bring

  • Extensive project management skills at international level (at least 7 years experience), organizational, transformational
  • Deep knowledge of the retail environment & dynamics
  • Strong collaboration skills with various stakeholders
  • Strong listening & analytical skills to identify needs
  • Ability to translate business needs into systems and processes with pragmatism
  • Profound interest for IT & digital tools
  • Strong interest for customer behavior and expectations
  • Strong communication & redactional skills.

  What Chanel can offer you

  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 company

  Enter the world of CHANEL and discover the latest in Fashion & Accessories, Eyewear, Fragrance, Skincare & Makeup, Fine Jewellery & Watches.

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