Digital Services, Retail & CRM IT Business Analyst

Aldo Group International AG; Genf; Hybrid; CHF 120.000 - 150.000; Vollzeit

Zusammenfassung

CHANEL is seeking a Digital Services, Retail & CRM IT Business Analyst to ensure stable, high‑quality ecommerce and CRM platforms for the Swiss Markets region. You will coordinate run activities, testing, incident management and small to mid‑scale projects in collaboration with global and local IT teams.

Strong experience in ecommerce, CRM, and testing (SIT/UAT) is required, with fluency in French and English and willingness to work in a multinational luxury environment.

Qualifikationen

• Five years of higher education in engineering; experience in e-commerce, retail, and CRM.
• Strong knowledge of end-to-end e-commerce journeys, OMS & fulfillment flows, and payments.
• Experience coordinating testing activities (SIT, UAT, regression) with multiple teams.

Aufgaben

• Run, stability and quality: ensure availability and performance of ecommerce, boutique POS, and CRM platforms.
• Coordinate run activities, incident management, and root-cause analyses with global and local IT teams.
• Lead or co-lead testing activities with Digital and Division teams to ensure quality readiness.
• Plan and coordinate testing for run topics and projects; validate fixes and releases.
• Contribute to continuous improvement of testing processes, documentation, and ways of working.
• Project & evolution: lead or contribute to small/medium projects for ecommerce, retail, and CRM.
• Coordinate migration rollout, ensure IT coherence and smooth handover from project to run.
• Engage in roadmap planning considering constraints and dependencies; define interfaces with suppliers.

Kenntnisse

E-commerce

CRM

Run operations

Testing coordination

Incident management

Stakeholder coordination

Problem solving

Multitasking

English & French

Ausbildung

Engineering degree (5 years)

Tools

Salesforce

ORACLE XSTORE

SIOCS

Adyen

Kibana/ELK

Jobbeschreibung

Digital Services, Retail & CRM IT Business Analyst

Digital Services, Retail & CRM IT Business Analyst

Role Overview

Within Swiss Markets IT team , this role ensures the stability, quality, and continuous improvement of e‑ C ommerce , Retail , CRM and Digital solutions for the R egion (Switzerland, India, Brazil, Mexico, LATAM).

The position has a strong Run , Support and Quality orientation , with significant responsibility on testing, coordination, incident and bug management , while also covering small to medium functional projects and evolutions in close collaboration with Business teams, Global IT, Markets, European IT and external partners.

The role sits at the crossroads of support, quality assurance, and project management and delivery , ensuring reliable day‑to‑day operations while supporting controlled evolutions of the digital ecosystem.

Key e - Commerce applications are SAP HYBRIS ( e- C commerce Backoffice , migration planned), Adyen ( PSP ) , Kibana/ELK (Monitoring) , Commerce T ools (new eCommerce engine) and all systems linked to order fulfillment management.

Major Retail applications in the scope of this position are the ORACLEPOS (ORIONprogram), the Clienteling app (MyBoutiqueApp), the CRM ecosystem ( around the Pioneer solution ) , Adyen , the after-sales solution (ACET), the traffic counting solutions ( Tallyfi , Prodco ), RFID, I nChanel , MyInventory App, OAB solutions etc.

Key Responsibilities

Run , Stability & Quality

Guarantee the availability, performance, and quality of e‑ C ommerce , Boutique POS , Digital application s , CRM platforms and related services (web, OMS, payment, client services).

Coordinate run activities , incident management, and root cause analyses with global, regional, and local IT teams.

Monitor recurring issues and contribute to preventive and corrective action plans.

Support, Testing & Validation

Co‑lead testing activities in close and equal collaboration with the Digital and Division tea ms , with shared responsibility on quality and readiness.

Jointly define, plan, and coordinate testing activities (SIT, UAT, regression, non‑regression) for run topics and projects.

Ensure, together with Digital and Division teams , proper coverage of functional, integration, and end‑to‑end tests .

Collaborate on the validation of fixes, enhancements, and releases prior to production deployment.

Contribute with the Digital and Division teams to the continuous improvement of testing processes, documentation, and ways of working .

Project & Evolution Contribution

Lead or contribute to small and medium‑scale projects and functional evolutions related to e‑ C ommerce , Retail, Digital and CRM.

Coordinate the e - Commerce migration rollout with the Digital team, GDS ( the Globa l team ), and the local team (market) .

Ensure quality, operational readiness, IT coherence, and smooth handover from project to run.

Participate in roadmap planning, taking into account operational constraints and dependencies.

Define and implement interfaces between various solutions in collaboration with the suppliers and internal or external partners. Carry out testing of solutions/upgrades/bug fixes, including interface testing.

I mplement specific platforms (cash registers, mobility, electronic banking, etc.) according to business needs in collaboration with the European IT teams that develop most of the applications used for Boutiques in the Swiss Markets region.

C ontribute to the monitoring and coordination of all tasks related to systems and technology aspects for the Boutique opening, renovation and relocation.

Coordination & Governance

Act as a key interface between Business, Markets, Global IT, Europe IT and external partners.

Organize and animate operational follow‑ups, workshops, and coordination meetings.

Maintain clear documentation and ensure compliance with IT governance, security, and audit standards .

What you will bring to the role

Education: 5 years of higher education in engineering .

Successful experience in e - Commerce, Retail and CRM field s (minimum 3 years), ideally in the F ashion or L uxury goods sector.

IT knowledge: strong e-C ommerce and CRMtechnical and functionalexpertiseis mandatory :

F unctional expertise of the e - Commerce journey (from browsing to order confirmation to reverse logistics). OMS & Fulfillment flows, payment flows and release management should have no secrets for you.

Salesforce for CRM is a plus; POS systems (such as ORACLE XSTORE & SIOCS or CEGID CBR-Y2) would be a plus; SQL queries, scripts, ETL, and web services would be a plus. Familiarity with RFID, b outique counting, queue management, OAB, etc .

Strong experience in run operations, testing coordination, and incident management.

Proven ability to coordinate multiple stakeholders in an international and multicultural context .

Languages: Fluent French and English (Spanish, Portuguese, or German would be a plus) .

Ability to listen and understand business needs in order to translate them into technical solutions .

Multitasking: Ability to effectively prioritize and execute multiple tasks in the fast - paced environment with multiple priorities .

Analytical and synthesis skills . Technicalcuriosity: researching available or innovative technical solutions and challenges based on needs .

Autonomy and proactivity, adaptable nature.

Appetite for working in a stimulating and evolving environment.

Responsiveness and pragmatism in implementing solutions.

Team spirit.

Why Join

This role is a central pillar of e‑ C ommerce , Retail, Digital and CRM application reliability and quality within the Swiss Markets. It offers a balanced position between operational excellence and project contribution , in a complex and international luxury environment, with progressive evolution opportunities based on expertise and performance.

Permanent contract, s tarting ASAP

Want to know more about working at CHANEL?

Position:

Digital Services, Retail & CRM IT Business Analyst