Chanel Head of Omnichannel

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

• Shape the SEAA omnichannel and Distribution & Retail Network Strategy Mid-Term Plan, translating Global FBP ambition into a locally relevant regional roadmap.
• Define each channel’s distinctive and complementary role in strengthening brand equity, client experience and sustainable growth.
• Assess distribution models, identify white spaces and risks, and develop business cases for new channels, services and growth opportunities.
• Align markets and enabling functions around priorities, investment choices and sequencing.
• Establish a regional performance framework covering channel effectiveness, client experience, productivity, execution and investment impact.
• Benchmark performance across markets and channels, challenge gaps and translate insights into action.
• Scale successful practices and reusable capabilities across SEAA while preserving market ownership of commercial decisions and results.
• Improve visibility of channel economics, productivity and benefits realisation to support disciplined investment.
• Identify priority online-to-offline client journeys and establish scalable experience principles connecting boutiques, advisors, digital commerce, remote engagement and services.
• Partner with Client teams on clienteling, targeting and engagement priorities to frame channel activation around the desired experience.
• Work with markets to adapt client journeys to local behaviours, channel ecosystems and operational realities.
• Define adoption and outcome measures and use insights to improve client and business value continuously.
• Define regional standards for retail excellence, service consistency, productivity and process improvement across owned retail, wholesale, e-retail and Travel Retail.
• Strengthen boutique and advisor readiness for omnichannel journeys, digital tools and connected services.
• Build e-retail excellence across digital shelf, content, e-merchandising and online brand presentation with market commercial teams.
• Partner with Global Travel Retail and markets to shape regional priorities, strengthen brand presence and scale best practices.
• Build strategic relationships with regional Travel Retail stakeholders and provide external insight on industry trends, client behaviour and competitive dynamics; partner with Global Travel Retail teams hosting TFWA in Singapore.
• Foster synergies, scale best practices and animate the community across regional and market teams.
• Collaborate with Retail Education, Retail Architecture and Visual Merchandising to embed capabilities and experience standards.
• Establish regional e-commerce growth priorities, benchmark market performance and identify opportunities to scale across SEAA.
• Challenge commercial plans and translate recurring business needs into clear regional priorities.
• Partner with markets and Digital Solutions to strengthen digital products, platforms and e-commerce capabilities, including platform excellence, digital merchandising and conversion performance.
• Contribute to assessing the future operating model while maintaining continuity in current market engagement and ways of working during the assessment phase.
• Lead adoption of the omnichannel operating model and establish clear governance, decision rights and cross-functional ways of working.
• Build market capability through pilots, playbooks, communities of practice and rapid transfer of successful approaches.
• Lead and develop the regional Omnichannel team, establishing clear accountability, collaboration and a disciplined culture of continuous improvement.

Qualifications

• At least 10 years of senior experience across omnichannel, distribution strategy, business development, retail, e-commerce or related commercial leadership roles.
• Deep understanding of luxury beauty retail, distribution models, partner ecosystems, and evolving client and channel dynamics.
• Demonstrated experience shaping regional strategy, building business cases and translating ambition into prioritised roadmaps and measurable outcomes.
• Strong commercial acumen, including channel economics, investment choices, performance management and benefits realisation.
• Experience designing or activating connected online-to-offline journeys, with knowledge of clienteling, CRM, e-retail and digital commerce operating models.
• Strong stakeholder management, influencing and negotiation skills across global, regional, market and frontline stakeholders.
• Cultural sensitivity and strategic agility to navigate SEAA market diversity while building a cohesive regional agenda.
• An inspiring, inclusive leadership approach that develops teams, mobilises communities and drives transformation without relying solely on direct authority.
• Excellent communication skills and the confidence to operate through ambiguity with clarity, accountability and pace.

Skills

Experience

At least 10 years in senior roles across omnichannel, distribution strategy, business development, retail, e-commerce or related commercial leadership.

Benefits

The role offers in-depth exposure to CHANEL’s brand and cultural evolution; close collaboration with market, regional and global leadership; talent development; an inclusive, collaborative culture; and access to resources, support and infrastructure for continued growth.

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.