Retail Experience Program Manager
Ce poste n'est plus disponible, mais il y a plus de Retail offres d'emploi
Retail Experience Program Manager

Chanel

Publiée

Fermé

Retail Experience Program Manager

À propos du poste



Job Purpose

  • Engaging our clients through an unsurpassed level of services in the boutique and across our touchpoints has always been a key priority for Fashion. Today there is a greater need continue to reinforce our brand image and our unique positioning as “Ultimate House of Luxury” while keeping the boutique and fashion advisors at the heart of the client service and experience.


Job Mission

  • As Retail Service Manager, your role will be to enable the Boutique Experience Excellence to all walk ins, client or prospects. With a 360 view, you will work to enhance all touchpoints and services within the shopping or after sales experience.
  • You will act as a project manager leading and working across different functions, to ensure the timely and effective development and delivery of the strategic plan defined together with the Senior Client Experience and Retail Innovation Manager.


Key responsibilities will include (but not limited to):

  • Analyze the Customer Satisfaction Survey (CSS) and identify service enhancement opportunities. Drive the CSS evolution in accordance to strategic planning.
  • Participate in the definition of punctual client studies: from brief to boutique coordination to insights and action plan follow up.
  • Constantly seeking opportunities to raise the bar in all aspects of the Boutique Experience thru a strong partnership with boutique and floor observation. Including the after sales services and experience.
  • Co-design the yearly plan in alignment with the Fashion global priorities and the One Boutique Story.
  • Implement retail service and aftersales programs adapting and customizing the global framework to local client habits and market priorities.
  • Participate in the China Customer Care project, as the extension of the Boutique
  • Engage and collaborate closely with stakeholders across departments, regional and global to flawlessly execute the plan in a timely manner.
  • Build and animate a circle of Boutique Service Ambassador.
  • Define and monitor the dedicated budget.


What you can bring to the team...

8+ Year Experience within luxury retail is essential

Possess a genuine passion for delivering world class customer service

Good analytical and organizational skills

Strong experience in project management or consultancy

Ability to multi-tasks and manage different projects / timeline

Open mind and highly collaborative. Has shown strong drive to manage different stakeholders.

Strong communication skills and ability to animate workshops

Fluent in both English and Mandarin Chinese

Key Interactions / Stakeholders:

Internal

  • Fashion : Retail, L&D, Style Expertise, Marketing
  • Corporate : IT, Legal, Finance
  • Regional & Global Client Teams
  • Participate to Global Retail Committee


External

  • Agency (service measurement, service providers..)


Fermé

Retail Experience Program Manager

Shanghai, Chine

Temps plein, Indéfini

Date de début du contrat:

Date d'entrée en fonction (au plus tard):

Vous souhaitez découvrir quelque chose de différent ? Voir des emplois similaires