Chanel Digital Solution Analyst
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- E-Commerce, Digital & Data Analytics
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Aug 26, 2026
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.
Chanel Hong Kong seeks Digital Solution Analyst with 5+ years experience in CRM, clienteling and digital transformation within luxury retail.
Role & Responsibilities
- Lead discovery workshops with Retail, Client Care, Marketing, CRM and Digital teams to map current and target client journeys across boutique clienteling, appointment booking, campaign activation, post-purchase follow-up and VIC services
- Translate business needs into structured functional specifications, user stories, process flows, business rules, data requirements and acceptance criteria with clear traceability to agreed journeys and use cases
- Partner with Solution Architecture and Integration teams to design CRM and messaging-based solutions across WhatsApp and WeChat/WeCom, including API integrations with Salesforce, Xstore, iCoco, Chanel.com and other regional or global platforms
- Own day-to-day delivery coordination for assigned initiatives by managing milestones, dependencies, risks, scope changes, vendors and cross-functional deliverables while supporting budget and resource planning
- Prepare functional specification documents, data maps, integration requirements, decision matrices and RFP materials to enable effective development, vendor evaluation and informed decision-making
- Design and coordinate SIT and UAT, manage defect triage and release validation, and support cutover, go-live and hypercare activities to ensure quality and business readiness
- Drive adoption through development of stakeholder communications, training materials, user guides and FAQs for boutique and back-office teams, leveraging feedback and adoption insights to guide continuous improvement
- Help shape journeys for Chinese travelling clients and ensure local solutions reflect Hong Kong and Macau client behaviours, data privacy expectations and global standards
Qualifications
- Minimum 5 years of experience in business analysis, digital solution delivery or hybrid business analysis and project management roles, ideally within luxury retail, fashion or premium consumer environments
- Proven capability in client journey mapping, requirements elicitation, workshop facilitation and functional specification drafting
- Solid understanding of CRM, clienteling, omnichannel retail and digital client engagement, with experience in WhatsApp Business Platform, WeChat or WeCom as a strong advantage
- Conceptual knowledge of API integrations, system architecture and data flows with ability to collaborate effectively with architects, developers and system integrators
- Hands-on experience in SIT, UAT, defect management, vendor coordination and project delivery, including timelines, dependencies and risk management
- Familiarity with Salesforce, JIRA, Confluence, Miro or comparable platforms
- Excellent stakeholder management and communication skills with a structured, collaborative and solution-oriented approach
- Fluency in English and Cantonese and/or Mandarin
Skills
Experience
At least 5 years of experience in business analysis, digital solution delivery or a hybrid business analysis and project management role, ideally within luxury retail, fashion or premium consumer environments. Proven track record in leading discovery workshops, translating business needs into technical specifications, managing complex integrations, coordinating testing phases and driving user adoption across international teams.
Education
Not specified in source material.
Workplace
This position is based in Hong Kong, Hong Kong.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Chanel, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Business Analyst, Digital Solutions», «Digital Solutions Delivery Consultant», «CRM and Clienteling Solutions Analyst», «Digital Transformation Business Analyst», «Technology Solutions Consultant», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.