Client & Retail Program Manager

This role supports the enablement of elevated client experience and innovation in our boutiques through key fashion projects that will support us to leap forward in 2030. It is a unique role that sits at the intersection of Client and Retail, acting as a catalyst to unlock and elevate both retail and client experience while also supporting simplification efforts. The fashion projects that fall within this scope will also support elevating brand equity and driving client engagement. The objective of this role is to drive key fashion projects to ensure they reach stable business-as-usual standards while also evolving and optimising the tools to meet the demands of the future allowing this function to remain dynamic and in-touch with the expectations of our teams and clients This role will serve as the single point of contact for client x retail fashion projects in the region, providing clarity, simplicity, transparency and efficiency for all parties

What impact you can create at Chanel

For 2026, the following key projects have been identified as priorities for Fashion Retail and Client:

ORION

Orion is a new in-boutique Global POS and back-end reporting tool beginning its launch in SEAA in Q3 of 2027.

• Ensure the successful rollout and ongoing adoption of the new POS platform and back-end reporting across boutiques
• Act as a key liaison between Global, Retail teams, Divisional partners, North Asia partners, and technical stakeholders
• Ensure all transaction processes are efficiently supported, standardized, and continuously improved leveraging the platform
• Monitor platform performance, user feedback, and service KPIs to support adoption and evolution of user journeys
• Support any training, documentation, and change management needs related to the new POS and reporting usage in boutiques in partnership with the Markets
• Collaborate with internal teams to ensure alignment with customer experience, operational, and compliance requirements

Fashion App / INChanel

A suite of digital services that allows targeted clients to browse products, manage their account, and engage with personalized services and communications anytime, anywhere.

• Serve as the Single Point of Contact with global in 2026 to build the foundational set up of INCHANEL readiness, to prepare for a 2027 rollout.
• Oversee the phased rollout of INCHANEL in SEAA across 2027, working closely with markets to drive adoption and ownership.
• Support the day-to-day operation of InChanel
• Monitor basic app performance indicators and assist with reporting
• Collect and consolidate client feedback and app-related inquiries
• Support content updates, feature rollouts, and in-app communications
• Assist in testing new features and updates before release
• Escalate technical issues and client-reported bugs to relevant teams
• Monitor key metrics to measure client engagement such as visits, cross shop and yearly spend

The following projects will continue to be core areas of focus for this role in the years to come:

CHANEL ET MOI

CHANEL is committed to preserve and safeguard the incomparable quality of each creation. With that, the Chanel & Moi program was created, which reveals a series of aftersales initiatives and services, to demonstrate our lifetime engagement with clients. SEAA is nascent in our understanding and adoption of CHANEL et Moi, which is increasingly positioned centrally by Global in the client proposition.

• Leveraging a baseline of current state and work with regional, market, and global leads to build a 3 year CHANEL et Moi strategy for SEAA
• Once aligned, support the orchestration of local strategy and roadmap of the Chanel & Moi program by partnering with different métiers within the House
• Ensure consistent and elevated aftersales physical and digital experience and client services, with efficient pathways and quality repairs
• Support the set-up of two Chanel & Moi Les Atelier in