Chanel Service Delivery Assistant Manager
Chanel seeks a Service Delivery Assistant Manager in Hong Kong to oversee client service delivery, team coaching and operational excellence.
Overview
Chanel is an independent, globally recognised French luxury house renowned for couture, leather goods, accessories and fragrances. As an employer, Chanel combines artisanal heritage with international retail and client service operations, offering structured training, high standards of client care and a workplace that emphasises discretion, craftsmanship and brand stewardship.
Role & Responsibilities
- Oversee day‑to‑day service delivery for the store/region to ensure an exceptional, consistent client experience across appointments, in‑store service and after‑sales.
- Supervise and coach service teams, setting performance expectations, conducting regular feedback and driving continuous improvement in clienteling and service protocols.
- Manage scheduling and capacity for client appointments, ensuring optimal allocation of advisors and adherence to service level agreements (SLAs).
- Own escalation management and resolution for complex client issues, liaising with after‑sales, repairs and HQ functions as required.
- Monitor and analyse service KPIs and operational metrics; prepare reports and recommend corrective actions to meet targets.
- Coordinate cross‑functional workflows including inventory logistics for repairs/returns, CRM updates and communications with regional support teams.
- Support recruitment, onboarding and training initiatives focused on service excellence and brand standards.
Qualifications
- Proven leadership ability with experience coaching and developing client service or sales teams.
- Strong organisational skills and the capacity to manage multiple operational priorities under pressure.
- Excellent interpersonal and problem‑solving skills, with a client‑first mindset and high standards of discretion.
- Ability to interpret service KPIs and translate insights into operational improvements.
- Familiarity with luxury retail processes, appointment management and after‑sales service workflows.
Skills
Experience
Typically 3–5 years of progressive experience in luxury retail, client service or after‑sales operations with prior supervisory or assistant management responsibilities; experience working within global luxury brands is strongly preferred.
Education
Bachelor's degree in Business, Hospitality, Retail Management or a related discipline preferred.
Workplace
This position is based in Hong Kong, Hong Kong, China. Cerulean lists 251 open roles in Hong Kong, including 5 posted recently. The broader Hong Kong area accounts for 256 active listings on Cerulean, 5 of which are new. In China as a whole, Cerulean currently features 1.773 open positions, with 30 posted this week.
Culture
Chanel's workplace culture emphasises meticulous craftsmanship, refined client service and professional discretion. Teams operate in a high‑performing, collaborative environment where brand stewardship, continuous learning and attention to detail are paramount.
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.