Chanel Head of Retail Excellence

Chanel is a privately held global maison renowned for haute couture, ready-to-wear, accessories, beauty and fragrance. As an employer, Chanel emphasizes craftsmanship, creative excellence and rigorous standards across its maisons and boutiques worldwide, offering a highly curated retail environment and global career pathways within the luxury sector.

1. Define and deploy the regional retail excellence strategy across WFJ, SEAA and Singapore, ensuring consistent execution of Chanel’s brand standards in-store.
2. Set and maintain operational, service and visual merchandising standards; lead periodic store audits, mystery shopping and compliance reviews.
3. Design and deliver capability-building programmes for store leadership and sales teams, including onboarding, product training and continuous learning curricula.
4. Partner with regional leadership, merchandising, marketing, visual merchandising and HR to coordinate rollouts, boutique concept changes and seasonal activations.
5. Establish and monitor KPIs for retail performance, clienteling, conversion and average transaction value; translate data into targeted improvement plans.
6. Lead cross-market projects and change initiatives to elevate client experience, operational efficiency and retail governance.
7. Coach and mentor store managers and regional trainers; identify talent and succession opportunities to strengthen the retail organization.

1. Proven leadership in luxury retail with responsibility for multi-market retail standards or operations.
2. Demonstrable experience designing and delivering retail training programmes and capability frameworks.
3. Strong commercial acumen with a track record of improving store KPIs and client experience metrics.
4. Excellent stakeholder management and cross-functional collaboration skills at regional and HQ levels.
5. Fluent business communication in English; cultural sensitivity across diverse APAC markets.

1. Retail operations management
2. Visual merchandising standards
3. Customer experience design
4. Retail training & learning programme development
5. KPI definition and retail performance analysis
6. Project and change management
7. Stakeholder engagement and influencing
8. Audit, compliance and mystery shopping methodologies

Typically 8+ years of progressive experience in luxury retail, including several years leading retail excellence, store operations or regional projects across multiple markets.

Bachelor’s degree in Business, Retail Management, Marketing or a related discipline, or equivalent professional experience.

Chanel’s workplace blends heritage craftsmanship with contemporary creativity and exacting quality standards. Employees operate within a highly collaborative, fast-paced environment where attention to detail, service excellence and discretion are valued.