Chanel Counter Manager

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Lead, coach and develop the counter team to deliver outstanding client service and commercial performance; foster a high-performing culture of accountability, collaboration, confidence and continuous learning.
• Conduct regular one-to-one coaching, performance conversations and structured feedback; support onboarding and development, build team knowledge of CHANEL, its products, services and client-experience expectations, and lead by example through a visible floor presence.
• Develop team capability in CHANEL storytelling, personalised consultation, service rituals, clienteling and seamless client handovers.
• Drive counter sales targets and KPIs, including conversion, average basket size, units per transaction, client recruitment and retention; monitor daily performance, identify opportunities and implement actions to optimise results.
• Ensure the team introduces relevant CHANEL categories, products, services and gifting opportunities; drive clienteling and long-term relationships, repeat business, appointments, events and tailored outreach.
• Drive Beauty Lounge occupancy and conversion for paid and complimentary experiences through consultation and recommendation; use client insights, feedback and travel patterns to guide top-client outreach and engagement.
• Champion a personalised, consistent CHANEL experience and a seamless counter and Beauty Lounge journey from welcome through consultation, service, purchase, gifting, farewell and follow-up.
• Personally host top clients, VIPs and appointment guests with tailored experiences and discreet, thoughtful service; lead one-to-one consultations, private appointments, events and follow-up communications.
• Ensure the team knows CHANEL products, inspiration and available services, including complimentary and paid services where applicable; facilitate smooth handovers among Concierges, Lounge Specialists and Beauty Advisors, ensuring client needs and preferences are understood.
• Resolve complex client situations with discretion, empathy, confidence and a solution-oriented approach; foster a client-centric mindset that anticipates needs and creates memorable moments in a fast-paced travel-retail environment.
• Manage daily floor operations, including shift planning, team deployment, break coverage and peak-period staffing; monitor client flow, appointments and service capacity and adjust deployment to protect service quality and business performance.
• Maintain counter presentation, merchandising, housekeeping, grooming and brand-compliance standards.
• Oversee stock availability, replenishment, inventory accuracy, and appropriate control of testers and point-of-sale materials.
• Ensure the Beauty Lounge and service areas are prepared, appropriately staffed and maintained for a premium, efficient and hygienic client experience.
• Ensure operations comply with CHANEL policies, local regulations, airport requirements, and health and safety standards; communicate operational priorities and business updates clearly to align and prepare the team.
• Build partnerships with the Travel Retail management team, airport retailer, store teams and internal stakeholders; collaborate on product launches, animations, events, training initiatives and commercial priorities.
• Share market observations, client feedback and business insights to identify continuous-improvement opportunities; partner with relevant teams to deliver elevated client moments for VIPs, appointments and key events.

Qualifications

• Proven experience in a management role within luxury retail, beauty, hospitality or travel retail.
• Demonstrated success leading a client-facing team and delivering sales targets and KPIs.
• Strong understanding of clienteling, relationship building and personalised service in a luxury environment.
• Excellent communication, coaching and interpersonal skills.
• Strong business acumen and ability to interpret performance data and translate insights into action.
• Confidence in CHANEL product storytelling, beauty consultation and relevant service rituals.
• Professional fluency in English.
• Flexibility to work shifts, weekends, public holidays and peak travel periods in accordance with airport trading hours.

Skills

Experience

Proven management experience in luxury retail, beauty, hospitality or travel retail.

Benefits

Opportunity to work with a well-known global luxury brand with a wealth of heritage; empowerment to take ownership of impact within the brand.

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.