Product Owner Advisor & Customer Engagement (H/F)

CHANEL; Paris; Sur place; EUR 80 000 - 100 000; Plein temps

Résumé du poste

A leading luxury brand is seeking a passionate Product Owner Tech Advisor & Customer Engagement to enhance client and advisor experiences. Located in Paris, you will spearhead product development, employing expertise in Salesforce Service Cloud and agile management. The ideal candidate has over 7 years of product ownership experience, strong retail operations knowledge, and fluency in French and English. This role offers a chance to significantly impact service quality and client satisfaction within a dynamic team.

Prestations

Strategic and operational expertise development

Opportunities for functional and geographical development

Qualifications

• Minimum of 7 years as a Technical Product Owner, ideally in CRM/Service Cloud.
• Strong experience managing critical business services and multi-country deployments.
• Thorough understanding of GDPR/PII and data governance.

Responsabilités

• Develop the product portfolio while engaging multiple stakeholders.
• Translate business needs into functional requirements for Dev and QA teams.
• Define KPIs and measure success based on outcomes.

Connaissances

Salesforce Service Cloud expertise

Agile product management

Complex process simplification

Fluent in French and English

Data-driven decision making

Formation

Bac+5 (Master’s) from a university, engineering, or business school

Outils

Jira

Confluence

xRay

Teams

Description du poste

Overview

Over the past two years, the Advisor & Customer Engagement domain has undergone a profound transformation. What was previously a set of isolated features is now a rich, interconnected, and business-critical product portfolio, shaping both daily client and advisor experience and Chanel’s business performance. You will join CHANEL Tech Europe, reporting to the Director of Client, and be based in Paris, with national and international travel as required. Salesforce Service Cloud is the cornerstone of this ecosystem, but you will also be responsible for mastering and steering a broader application landscape to ensure seamless journeys, robust processes, and exemplary data quality—all while strictly adhering to confidentiality and compliance requirements (PII, GDPR).

The functional scope includes:

• Client 360 profile
• Definition and tracking of Advisor goals
• Client portfolio management
• Omnichannel (O2O) communication between Advisors and Clients
• Management of sensitive Data Privacy processes
• Client interests and preferences
• Service consumption and expiration in boutique
• Client listing and analytics
• Client event management, and more

What impact you create at Chanel

As Product Owner Tech Advisor & Customer Engagement, you orchestrate this end-to-end product portfolio, aligning multiple stakeholders within CHANEL, and ensuring the highest standard of service. Your responsibility is to deliver coherent, high-performing, and evolving solutions—directly impacting client satisfaction, advisor efficiency, and Chanel’s overall support services.

Key missions:

• Understand the strategic roadmap set by the business, act as a driving force, and build the backlog (functional/technical evolutions, bug fixes) based on priorities, technical dependencies, operational constraints, and team capacity
• Support Product Managers & Business Owners in defining, clarifying, and prioritizing their needs
• Translate business needs into functional requirements, break them down, and communicate them clearly to Dev and QA teams
• Define acceptance criteria for each User Story to guarantee the quality and relevance of delivered solutions
• Ensure transversal and consistent responses to needs leveraging Salesforce, the European ecosystem, and beyond
• Guarantee deadlines are met by anticipating and accounting for the constraints of diverse stakeholders
• Identify potential legal or Data Privacy impacts and liaise with experts as needed
• Define target business and tech KPIs in advance and measure success based on outcomes

You are energised by

You will thrive in this role if you are motivated by working in a fast-evolving, high-standard environment where operational excellence, service quality, and data confidentiality are essential. You enjoy collaborating across functions, managing complexity, and playing a key role in transformation at CHANEL.

What you will bring

To succeed in this role, you combine robust expertise in Salesforce Service Cloud (certification required), a deep understanding of integration patterns (APIs, middleware), Salesforce data model and governance, and strong experience in retail/luxury operations. You are sensitive to the challenges of service quality, operational excellence, and confidentiality, and have a practical knowledge of GDPR/PII, consent management, data stewardship, and sanctions lists.

You demonstrate:

• Mastery of agile product management principles (certification required)
• Ability to transform complex processes into simple, robust user experiences
• Data-driven approach: defining KPIs, analyzing, and making decisions based on results
• Proficiency with collaborative tools: Jira, Confluence, xRay (for testing), Teams, etc.
• Capacity to define delivery content for a set date, or to set a delivery date for a given content, factoring in stakeholder constraints
• Excellent written and spoken communication in both French and English; ability to influence and align varied stakeholders without formal authority
• Thoroughness, autonomy, creativity, and critical thinking to devise new approaches to product building

Profile

• Degree: Bac+5 (Master’s) from a university, engineering, or business school
• Experience: At least 7 years as a Technical Product Owner, with demonstrated expertise in CRM/Service Cloud solutions, ideally in an international environment
• Key skills: Strong experience managing critical business services and multi-country deployments; mastery of cross-team coordination and complex dependencies
• Data expertise: Knowledge of SQL, SOQL, Python, and operational reporting
• Significant experience in retail/luxury or high-standard customer environments
• Languages: Fluent in French and English, oral and written
• Certifications: Salesforce certification required

What Chanel can offer you

Joining CHANEL means developing strategic and operational expertise on a key lever of the House’s transformation. You will learn alongside passionate, expert teams, fully express your product leadership, and contribute to the growth of a critical domain for both client and advisor experience. Opportunities for functional and geographical development exist within the broader CHANEL Tech ecosystem.