Chanel Head of Program, Boutique Experience Solutions

Hong Kong • China

Friday, November 28, 2025

Chanel, a paragon of luxury and elegance, is renowned for its timeless style and innovative spirit. As part of the global luxury conglomerate, Chanel offers unparalleled opportunities for career advancement and personal growth. The brand is committed to maintaining its storied heritage while embracing modernity, particularly in the dynamic markets of North Asia and SEAA.

1. Take full ownership of digital products related to the boutique experience, ensuring alignment with quality standards, KPIs, and business goals.
2. Drive the implementation of boutique experience digital solutions for North Asia & SEAA, focusing on the clienteling tool iCoco.
3. Develop efficient digital solutions that integrate seamlessly with other digital touchpoints and internal applications.
4. Ensure operational excellence within the digital delivery team, maintaining and enhancing applications to meet service levels.
5. Create and maintain comprehensive program documentation, including plans, reports, and records.
6. Define the scope, objectives, and deliverables of the program in collaboration with senior management and stakeholders.
7. Oversee multiple projects, ensuring timely completion within scope and budget.
8. Allocate resources effectively across projects and manage all program resources.
9. Identify potential risks and develop mitigation strategies.
10. Partner with the Portfolio Management team to manage the program budget.
11. Maintain regular communication with stakeholders to update on program status, issues, and changes.
12. Create scalable solutions and services that can be utilized across all markets.
13. Ensure solutions are supported according to agreed SLAs.
14. Monitor and evaluate the performance of projects and the program, making necessary adjustments.
15. Monitor and enhance core KPIs to ensure alignment with strategic objectives.

1. 10+ years of progressive experience in luxury retail, hospitality, or digital experience, with at least 3 years in a leadership role.
2. Demonstrated success in managing high-impact programs and leading teams within a boutique or luxury environment.

1. Strong project management skills and attention to detail.
2. Excellent communication, interpersonal, and stakeholder management skills.
3. Experience with digital clienteling tools, CRM systems, and omnichannel service platforms.
4. Proficiency in customer data analytics (Google Analytics, Tableau, etc.).
5. Ability to evaluate and implement emerging technologies.
6. Skilled in project management software (JIRA, Trello, Monday.com).
7. Understanding of data privacy and cybersecurity best practices.

A track record of distinguished leadership in digital transformations, preferably within the luxury sector, showcasing the ability to deliver solutions driving client experiences into realms of unprecedented engagement and loyalty.

Chanel offers a supportive and inclusive culture that nurtures personal growth and collective progress, valuing the uniqueness of each individual to enhance team diversity and effectiveness.

Chanel fosters an inclusive culture that emphasizes personal growth and collective progress. The brand values diversity, complementarity, and the effectiveness of its teams, encouraging applications from individuals who can bring unique perspectives and experiences.