Chanel Fashion Aftersales Business Owner — Boutique/Client Experience Tool
Chanel in Paris seeks a Contract Fashion Aftersales Business Owner to lead the boutique/client experience tool product and drive retail adoption.
Overview
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.
Role & Responsibilities
- 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.
- Gather and translate boutique and aftersales stakeholder requirements into clear user stories and acceptance criteria.
- Coordinate cross-functional delivery with IT, vendors, retail operations and client services to ensure timely releases and quality deployments.
- Lead user acceptance testing, pilot programmes and phased rollouts in boutiques; manage issue resolution and post‑launch stabilisation.
- Design and drive change management, training and adoption activities for boutique teams and aftersales users.
- Define, track and analyse KPIs and operational metrics to measure tool performance and identify opportunities for continuous improvement.
- Oversee data integrity, process compliance and integration requirements between the tool and CRM/POS/back‑office systems.
Qualifications
- Proven product ownership or product management experience in retail technology, aftersales or clienteling environments.
- Demonstrable knowledge of boutique operations, aftersales processes and client experience in a luxury retail context.
- Strong stakeholder management skills with the ability to influence senior retail, operations and IT partners.
- Experience running UAT, pilots and rollouts with boutique or field teams; comfortable managing change and training programmes.
- Analytical mindset with experience defining and reporting operational KPIs.
Skills
Experience
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.
Education
Bachelor’s degree in business, information systems, retail management or equivalent; product owner certification (e.g., CSPO) or comparable training is an advantage.
Workplace
This position is based in Paris, Île-de-France, France. Cerulean lists 3.316 open roles in Paris, including 67 posted recently. The broader Île-de-France area accounts for 3.727 active listings on Cerulean, 101 of which are new. In France as a whole, Cerulean currently features 4.275 open positions, with 127 posted this week.
Culture
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.
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.