Balenciaga Assistant Omnichannel and Client Service Manager

Balenciaga is a luxury fashion House known for avant‑garde design and technical innovation. The brand is part of the Kering Group and operates globally across ready‑to‑wear, accessories and experiential formats. As an employer, Balenciaga emphasizes creative excellence, rigorous standards of craftsmanship and cross‑disciplinary collaboration within an international luxury network.

1. Support the execution and continuous enhancement of the omnichannel strategy across Southeast Asia & Oceania, ensuring alignment with global direction.
2. Serve as regional point of contact for omnichannel operations, coordinating closely with stores, the Kering Signature client service hub, e‑commerce partners and internal stakeholders.
3. Drive omnichannel performance by tracking KPIs, analysing data to identify improvement opportunities and translating insights into actions that optimise store sales and client journeys.
4. Provide operational guidance to retail teams on omnichannel processes, order management, inventory movement and system workflows; escalate and coordinate resolution of system issues to minimise disruption.
5. Ensure accuracy and consistency of online product presentation by reviewing assortment, pricing, imagery and user interface across e‑commerce platforms.
6. Lead training initiatives and share best practices with store teams to raise omnichannel capability and adoption.
7. Manage and continuously improve the after‑sales function across the region, overseeing repair processes, quotations, service updates, spare parts workflows and vendor performance to meet brand quality standards.
8. Prepare regular performance reports and insights for regional management, maintain operational documentation and support governance and audit requirements.

1. Minimum 5–8 years' experience in omnichannel operations, retail excellence, client services or retail operations within an international luxury or premium retail environment.
2. Demonstrable knowledge of Southeast Asia & Oceania retail markets and practical experience supporting omnichannel initiatives across multiple territories.
3. Strong analytical aptitude with experience interpreting retail KPIs and converting insights into store‑level and regional actions.
4. Highly organised, detail‑oriented and able to manage multiple projects and stakeholders across markets.
5. Excellent interpersonal, communication and presentation skills with the ability to influence cross‑functional teams.
6. Comfortable working with retail systems and digital tools; proven ability to coordinate testing, user support and training.
7. Fluent written and spoken English.

1. Kering Signature
2. Order management systems (OMS)
3. Customer relationship management (CRM) systems
4. E‑commerce platforms
5. Inventory management workflows
6. Excel
7. Power BI

5–8 years of progressive responsibility in omnichannel retail operations or client services within luxury or premium retail, with hands‑on exposure to after‑sales processes and multi‑market coordination across Southeast Asia and Oceania.

Bachelor's degree or equivalent in Business, Retail Management, Supply Chain, Operations or a related discipline.

Balenciaga fosters a high‑performance, creative environment where craftsmanship and disruptive design intersect with commercial rigor. The House values cross‑disciplinary collaboration, professional development and mobility within the wider Kering Group, supporting employees who deliver excellence in service and retail execution.