Chanel Senior Manager, Retail Excellence
- Employment
- Full-Time
- Seniority
- Senior
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 26, 2026
About Chanel
Chanel is a privately owned global maison renowned for haute couture, ready-to-wear, leather goods, fragrance and beauty. As an employer, Chanel combines deep respect for artisanal craftsmanship and heritage with high standards of client service and creative innovation across an international retail network.
Chanel seeks Senior Manager, Retail Excellence in Hong Kong SAR to lead boutique operations, client experience, and team development across the region.
Role & Responsibilities
- Lead retail operational excellence initiatives to improve both front-of-house and back-of-house support across all HKMO Fashion boutiques
- Elevate in-boutique client experience by ensuring flawless sales-floor execution, reinforcing service rituals, and delivering seamless, personalized luxury interactions
- Direct rostering and point-of-sale (POS) projects; conceptualize and pilot retail and floor-excellence innovations to drive operational improvements
- Drive a strong clienteling culture by supporting teams to build, retain, and develop local clients while ensuring consistent follow-up and personalization across touchpoints
- Partner with boutique heads of business (HOBs) and finance stakeholders to monitor key performance indicators, support sales growth, and identify conversion and productivity opportunities
- Collaborate with the merchandising team to sharpen focus on product opportunities and potential wins
- Take full responsibility for retail leadership and competencies development initiatives in partnership with HR and People Experience & Learning teams
- Identify and align clear learning journeys by role; actively engage in One House talent development opportunities
- Map and improve employee experience across recruitment, compensation, learning & development, and working tools
- Implement initiatives to enhance employee engagement survey (Chanel Voices) results in collaboration with regional teams and HOBs
- Act as a senior mentor to retail support and services teams, driving continuous process improvement across the retail corporate support structure
- Serve as a reference for product knowledge and storytelling, ensuring teams represent collections, craftsmanship, and brand heritage with confidence
Qualifications
- Strong understanding of retail dynamics, people management, and market conditions
- Exceptional strategic thinking, visionary mindset, and passion for luxury retail
- Strong analytical and data-driven decision-making capabilities
- Proven transformative leadership with a performance-oriented mindset
- Multi-cultural sensitivity and ability to adapt frameworks to local market realities
- Experience leading and collaborating with diverse, matrixed teams at multiple organizational levels
- Demonstrated ability to work in highly collaborative, complex environments with ambiguity
- Proficiency in facilitating meaningful conversations and influencing critical topics in a non-hierarchical manner
Skills
Experience
Minimum 7–10 years of progressive experience in luxury retail operations or fashion retail management, with proven track record leading teams, implementing operational excellence initiatives, and driving measurable business results in a multi-market or regional context. Direct experience managing boutique or store networks, designing and executing retail strategies, and developing retail talent is essential.
Education
Bachelor's degree in Business Administration, Retail Management, Fashion/Luxury Studies, or related field. Advanced qualifications in retail operations, organizational leadership, or business management are preferred.
Workplace
This position is based in Hong Kong, Hong Kong.
Culture
Chanel cultivates a discreet, high-performance culture that prizes craftsmanship, creativity and impeccable client service. The workplace emphasizes mentorship, continuous development and cross‑disciplinary collaboration to sustain the maison’s standards of excellence.
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 «Regional Retail Operations Manager», «Head of Retail Standards and Execution», «Retail Performance and Excellence Lead», «Director of Boutique Excellence», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.