Chanel Digital Services, Retail & CRM IT Business Analyst

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

• Ensure availability, performance, and quality of e-commerce, boutique POS, digital applications, CRM platforms, and related services across the Swiss Markets region
• Coordinate run activities, incident management, and root cause analyses with global, regional, and local IT teams
• Monitor recurring issues and contribute to preventive and corrective action plans
• Co-lead testing activities in close collaboration with Digital and Division teams, with shared responsibility for quality and readiness
• Define, plan, and coordinate testing activities (SIT, UAT, regression, non-regression) for run topics and projects
• Ensure proper coverage of functional, integration, and end-to-end tests alongside Digital and Division teams
• Collaborate on validation of fixes, enhancements, and releases prior to production deployment
• Contribute to continuous improvement of testing processes, documentation, and ways of working
• Lead or contribute to small and medium-scale projects and functional evolutions related to e-commerce, Retail, Digital, and CRM
• Coordinate e-commerce migration rollout with Digital team, Global Data Services (GDS), and local market teams
• Ensure quality, operational readiness, IT coherence, and smooth handover from project to run
• Participate in roadmap planning while accounting for operational constraints and dependencies
• Define and implement interfaces between various solutions in collaboration with suppliers and internal/external partners
• Carry out testing of solutions, upgrades, bug fixes, and interface testing
• Implement specific platforms (cash registers, mobility, electronic banking) according to business needs in collaboration with European IT teams
• Contribute to monitoring and coordination of systems and technology aspects for boutique openings, renovations, and relocations
• Act as key interface between Business, Markets, Global IT, European IT, and external partners
• Organize and animate operational follow-ups, workshops, and coordination meetings
• Maintain clear documentation and ensure compliance with IT governance, security, and audit standards

Qualifications

• 5 years of higher education in engineering
• Minimum 3 years of successful experience in e-commerce, Retail, and CRM fields
• Experience ideally in Fashion or Luxury goods sector
• Strong e-commerce and CRM technical and functional expertise
• Functional expertise of the e-commerce journey (browsing to order confirmation to reverse logistics)
• Knowledge of OMS & fulfillment flows, payment flows, and release management
• Strong experience in run operations, testing coordination, and incident management
• Proven ability to coordinate multiple stakeholders in international and multicultural contexts
• Excellent communication skills
• Ability to listen and understand business needs and translate them into technical solutions
• Ability to effectively prioritize and execute multiple tasks in fast-paced environments
• Analytical and synthesis skills with technical curiosity
• Autonomy, proactivity, and adaptable nature
• Appetite for working in stimulating and evolving environments
• Responsiveness and pragmatism in implementing solutions
• Team spirit and collaborative mindset

Skills

Experience

Minimum 3 years of hands-on experience in e-commerce, Retail, and CRM environments, ideally within the Fashion or Luxury goods sector. Demonstrated expertise in run operations, testing coordination, quality assurance, and incident management across complex, multi-stakeholder technical landscapes. Proven track record of managing small to medium-scale projects and coordinating international teams across multiple time zones and markets.

Education

5 years of higher education in engineering or equivalent technical discipline.

Workplace

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.