Retail Service Excellence Manager, APAC page is loaded Retail Service Excellence Manager, APAC Apply locations Hong Kong S.A.R. time type Full time posted on Posted 13 Days Ago job requisition id JOBREQ00084659 Job Purpose: The Retail Service Excellence Manager plays an important role in cascading the Client Relational Promise in each market and Boutique Floor to ensure Chanel leadership. Dedicated to Client facing deliverables and performance KPIs, he/she will lead all markets to provide an unsurpassed level of services and the ultimate boutique experience, aligned with our Brand DNA and with high attention to flexibility, adaptability and consistency. Key Responsibilities:Service Roadmap and governance Define the Retail Service Excellence 3Y Roadmap : with a good understanding of the Brand direction, designs the priorities to establish a strong client-centric organization and systematic service action plan and service performance monitoring. Oversee the yearly Strategic Cycle related to Service Excellence in Boutique : Global direction debrief, Regional Plan definition, Local Strategic Plan alignment and guidance. Ensure solid planning and resources as well as sponsorship of key stakeholders. Revamp the governance and the collaboration with markets and with divisional and corporate partners. More specifically Chanel & Moi / after sales program: Retail Project Lead : in alignment with Global Direction, orchestrate the perfect execution in markets Retail Regional Ambassador : advocate Chanel & Moi program in different platforms across Asia (on boarding, stakeholders engagement,..) Service Performance and continuous improvement Owns the Retail Service KPIs ecosystem : formulate and analyze the relevant retail metrics, including Client Satisfaction Survey. Engage and stimulate local markets to consolidate insights and action plan, in partnership with Client and Learning team Service Culture and Community Establish and drive a Monthly Service Excellence community across markets. Optimize communication and sharing, qualitative insights collection, and best practices roll out across markets. Requirements:Work Experience10 yearsExperience in Retail, Hospitality, Client Services, AirlinesProject ManagementIncluding Presentation to key stakeholders (local, regional, global)Required CompetenciesClient-centric mindsetService excellenceDetail-minded, well-organizedNumerical and Analytical skillsInfluential Leadership and solid communication skillsPresentation, powerpoint/design skillsSelf-motivated, proactiveAt 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 Similar Jobs (1) Retail Operations & Project Manager, APAC locations Hong Kong S.A.R. time type Full time posted on Posted 2 Days Ago About Us CHANEL is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people's humanity and uniqueness so that they are free to bring their full selves to work and to their life's calling. Inspired by our founder, Gabrielle Chanel, who constantly pushed boundaries in her personal and professional life, there is no one way forward at CHANEL. We offer a unique work environment where you are encouraged to better understand the brand, the business, and your motivations, so that together we can unlock the possibilities of your growth. At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful, and caring in inspiring our people; fostering environments that reflect our strong values; encouraging and enabling inclusion; and investing in work and workplaces that foster collaboration and well-being. This is critical for the long-term success of our business.
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