Chanel Retail Service Program Manager
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jun 25, 2026
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.
Chanel Shanghai: Retail Service Program Manager role developing and implementing service strategies to elevate client satisfaction and strengthen brand equity across boutiques.
Role & Responsibilities
- Develop and implement service strategies that elevate client satisfaction and strengthen brand equity across all retail touchpoints
- Collaborate with global and regional teams to develop the CHANEL & moi China strategic roadmap and ensure local execution is aligned with global service strategies
- Lead closed-loop governance across the full lifecycle of service initiatives, from launch and on-site implementation to post-launch performance tracking and results review
- Design and implement internal recognition programs to motivate boutique teams, support team lead management, and organize nationwide service activation initiatives
- Act as an internal service ambassador to strengthen service culture, engage key stakeholders, and build a community of service advocates
- Own VOC (Voice of Client) program strategic planning and build a customer insight research framework aligned with local service enhancement objectives
- Manage end-to-end execution of multi-dimensional surveys, including CSS surveys, CHANEL & moi surveys, non-purchaser surveys, and staff in-store purchaser surveys
- Oversee the VOC dashboard to ensure data integrity, consistency, and real-time visibility
- Deliver regular VOC analysis reports, facilitate cross-regional insight-sharing sessions, and translate client feedback into actionable service optimization solutions
- Conduct regular boutique after-sales service diagnostics to identify operational bottlenecks and experience gaps
- Optimize end-to-end after-sales workflows and client service processes to improve efficiency and satisfaction
- Build performance tracking mechanisms, monitor core service KPIs, and drive continuous improvement of after-sales operational capabilities
Qualifications
- Solid experience in program management
- Genuine passion for delivering world-class client service
- Strong analytical and communication skills with the ability to engage stakeholders at all levels
- Ability to resolve complex issues within relevant functional areas and areas of expertise
- Proven leadership skills including the ability to motivate cross-functional teams to achieve project goals
- Strong business and financial acumen
- Natural ability to build trusted relationships with peers and external stakeholders
- Demonstrates strong executive presence, structured thinking, and sound judgment
Skills
Experience
Solid program management experience in a retail, luxury retail, or hospitality environment, with demonstrated success in developing and implementing client-centric service strategies and leading cross-functional initiatives.
Education
Bachelor's degree in Business Administration, Management, or related field
Workplace
The role is situated in Shanghai, Shanghai, China.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Chanel, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Service Excellence Manager», «Retail Operations Program Manager», «Client Experience Program Lead», «Boutique Service Strategy Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.