Chanel Fashion Aftersales Business Owner — Boutique/Client Experience Tool

Chanel is a privately held global luxury house renowned for its couture, ready-to-wear, accessories, fragrance and beauty lines. The brand is defined by meticulous craftsmanship, creative leadership and a client-centric retail network; as an employer it emphasizes excellence, discretion and long-term investment in talent across creative, retail and digital functions.

1. Act as the single business owner for the boutique/client experience tool: define and prioritise the product roadmap in alignment with aftersales and retail objectives.
2. Gather and translate boutique and aftersales stakeholder requirements into clear user stories and acceptance criteria.
3. Coordinate cross-functional delivery with IT, vendors, retail operations and client services to ensure timely releases and quality deployments.
4. Lead user acceptance testing, pilot programmes and phased rollouts in boutiques; manage issue resolution and post‑launch stabilisation.
5. Design and drive change management, training and adoption activities for boutique teams and aftersales users.
6. Define, track and analyse KPIs and operational metrics to measure tool performance and identify opportunities for continuous improvement.
7. Oversee data integrity, process compliance and integration requirements between the tool and CRM/POS/back‑office systems.

1. Proven product ownership or product management experience in retail technology, aftersales or clienteling environments.
2. Demonstrable knowledge of boutique operations, aftersales processes and client experience in a luxury retail context.
3. Strong stakeholder management skills with the ability to influence senior retail, operations and IT partners.
4. Experience running UAT, pilots and rollouts with boutique or field teams; comfortable managing change and training programmes.
5. Analytical mindset with experience defining and reporting operational KPIs.

1. Product ownership and backlog prioritisation
2. Stakeholder engagement and cross‑functional coordination
3. User acceptance testing (UAT) and pilot management
4. Change management and end‑user training
5. KPI definition, operational reporting and continuous improvement
6. Requirements specification and user story writing
7. Vendor coordination and basic project governance

Typically 5+ years of professional experience with at least 2–3 years in product ownership, retail systems or aftersales functions; prior exposure to luxury retail or clienteling programmes strongly preferred.

Bachelor’s degree in business, information systems, retail management or equivalent; product owner certification (e.g., CSPO) or comparable training is an advantage.

Chanel fosters a culture of creative excellence, discretion and rigorous attention to detail. The workplace values long-term craftsmanship, collaborative problem-solving across functions and a relentless focus on elevated client experiences.