Chanel Group Director, Operational Excellence

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

• Serve as a strategic partner to the Head of Client Care and Client Care leadership team.
• Translate strategy into clear priorities, operating plans, and measurable outcomes.
• Partner with Client Care Center leadership to define performance goals, monitor outcomes, identify risks, and drive improvement initiatives.
• Provide strategic operational guidance, workforce planning, analytics, technology enablement, and decision support to leaders responsible for day-to-day service delivery.
• Monitor service, productivity, quality, capacity, efficiency, and client experience.
• Identify operational risks and performance gaps, and lead timely corrective actions.
• Provide senior leadership with visibility into performance, trends, and risks.
• Balance client and advisor experience with operational efficiency and scalability.
• Lead and influence the Client Care technology roadmap and act as business product owner for Client Care platforms and capabilities.
• Define the business vision, priorities, requirements, and expected outcomes for the technology roadmap.
• Establish a disciplined process for evaluating and prioritizing enhancements, automation opportunities, and new capabilities.
• Translate operational needs into clear use cases and business requirements.
• Partner with Technology and cross-functional stakeholders throughout design, delivery, testing, deployment, and adoption.
• Own business readiness, change management, adoption, value realization, and post-implementation performance.
• Maintain a forward-looking view of contact center technology, AI, analytics, automation, and workforce solutions.
• Own workforce forecasting, capacity planning, staffing strategy, and scenario modeling.
• Translate demand forecasts and service expectations into actionable resourcing plans.
• Monitor productivity, staffing, utilization, and capacity performance.
• Build scalable workforce capabilities to support Client Care’s continued growth and internalization.
• Lead Client Care analytics, reporting, and performance measurement.
• Establish consistent KPI definitions, reporting standards, and data governance.
• Advance analytics from recurring reporting toward diagnostic, predictive, and forward-looking insights.
• Translate insights into clear recommendations and operational actions.
• Oversee scalable dashboards and self-service reporting capabilities.
• Define the strategic direction for the responsible use of AI and automation within Client Care.
• Prioritize opportunities that improve service, quality, efficiency, advisor enablement, and decision-making.
• Establish success measures for pilots and implementations, including adoption, scalability, and business value.
• Lead continuous improvement across processes, data, and technology.
• Address recurring operational challenges through structured analysis and sustainable solutions.
• Own the governance and performance management framework for Client Care vendors.
• Establish service expectations, KPIs, reporting requirements, and review cadences.
• Ensure vendor reporting is accurate, transparent, and aligned with Client Care priorities.
• Lead performance reviews focused on service, quality, productivity, staffing, risk, and improvement.
• Partner with Indirect Procurement, Finance, Legal, and Technology on vendor strategy and requirements.

Qualifications

• Bachelor’s degree or equivalent professional experience; an advanced degree is a plus.
• Experience in operational excellence, Client Care, contact center operations, transformation, or business product ownership.
• Demonstrated accountability for operational performance.
• Experience developing technology roadmaps and establishing business product priorities.
• Experience with workforce planning, forecasting, capacity management, performance governance, and vendor management.
• Experience leading analytics, reporting, automation, or AI-enabled capabilities.
• Proven ability to influence across business, technology, and senior leadership teams.
• Exceptional communication, organization, and stakeholder management skills.
• Experience with Salesforce, Power BI, workforce management platforms, or contact center technologies is a plus.
• Hybrid working model with three days onsite each week; travel to boutiques, partner locations, or contact center sites as required.

Skills

Education

Bachelor’s degree or equivalent professional experience; an advanced degree is a plus.

Compensation

The base compensation for this position ranges from USD 138,700 to USD 160,000 per annum.

Benefits

Dedicated paid time off for wellbeing, including a two-week August office closure; wellbeing fund; parental leave, fertility support, MilkStork, and Care.com Membership; paid vacation, holidays, sick leave, and volunteer days; 401(k) and other incentives; medical, dental, and vision coverage; MDLIVE virtual care; One Medical; Health Care and Dependent Care Flexible Spending Accounts; Health Savings Account; Employee Assistance Program; life insurance; Accidental Death & Dismemberment; short- and long-term disability; Health Advocate; international business travel accident and medical coverage; commuter transit and parking; annual time off for volunteering through CHANEL Community; matching donations to select charitable organizations; and career development programs, coaching, and online and live classes.

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.