Chanel Care & Repair Operations Assistant

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

• Manage the Fashion SAV Europe hotline, fielding inquiries from European boutiques regarding complex care and repair cases, quality expertise requests, repairability assessments, product authentication, and procedural clarifications
• Relay global quality alerts to market teams and boutiques with clear reformulation, consolidate boutique feedback on affected products, and ensure proper implementation of corrective actions
• Contribute to the formalization and documentation of care and repair processes in response to recurring issues and boutique requests, ensuring standardized customer service across all European locations
• Maintain and update the care and repair cockpit, provide training to boutique teams on established processes, and monitor compliance with procedures
• Coordinate community engagement initiatives including biweekly care and repair RDV meetings, 'Vis ma Vie' training sessions at repair centers for boutique advisors, and the annual three-day Care & Repair Europe seminar in Paris
• Update community communication tools and ensure timely transmission of all care and repair-related communications to boutique teams
• Assist the supervisor in developing training materials and presentations
• Track service performance through KPI monitoring and analysis, distribute KPIs to European boutiques, and participate in developing corrective action plans

Qualifications

• Recent graduate from an engineering or business school
• Ideally possesses prior professional experience in customer service or after-sales operations
• Strong written and verbal communication in English and French
• Proficiency with Microsoft Office suite and SharePoint
• Excellent analytical capabilities and advanced Excel skills
• Demonstrated collaborative spirit with motivation to advance collective goals

Skills

Experience

Ideally possesses prior professional experience in customer service, after-sales services (SAV), or retail operations within the luxury sector, though recent graduates are encouraged to apply.

Education

Recent graduate from an engineering school or business school (Grande École, Commerce); a foundation in business operations, retail management, or customer experience preferred.

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.