Business Solutions Manager

Chanel, Inc.; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

CHANEL Hong Kong & Macau seeks a Business Solutions Manager to own the market's business applications, partnering with Retail, Operations, Finance and People & Organization. You will translate local needs into scalable tech solutions, drive requirements, and coordinate with regional teams to ensure seamless omnichannel experiences.

You will oversee application performance, governance, and vendor relationships while advocating digital transformation that enhances boutique performance and client

Qualifications

• Experience managing business applications in luxury retail or similar fast-paced environments.
• Strong stakeholder engagement, workshop facilitation, and change management capabilities.
• Ability to translate business requirements into scalable, high-quality IT solutions across multiple platforms.

Responsibilities

• Act as market-level owner and main contact for business applications across CHANEL Hong Kong & Macau, including POS, analytics, and productivity tools.
• Lead requirement gathering with business stakeholders and define target solution architecture with architects and regional teams.
• Own project planning, delivery tracking, and coordination with regional teams and vendors for on-time, on-budget delivery.
• Ensure service reliability, incident escalation, continuity planning, and IT governance adherence.

Job description

Contract: 2-year Fixed Term

About the role

As the Business Solutions Manager for CHANEL Hong Kong & Macau, you will be the market-level owner and key contact for all business applications supporting operations across boutiques and corporate offices. In the rapidly changing luxury retail environment, where customers expect a seamless blend of traditional elegance and cutting-edge digital engagement, your role is critical. HKMO markets are high-pace environments where operation efficiency, system reliability, and data accessibility are key for experience success. The Tech & Digital Solutions team (T&DS) drives digital transformation for our client and retail experience in Hong Kong and Macau. This role ensures the successful delivery, evolution, and support of retail, corporate, and office applications (notably POS, traffic analytics, visual merchandising solutions, Advisors tools, and corporate productivity tools), in alignment with CHANEL’s omnichannel and digital transformation strategy. You will act as the bridge between business and technology, collaborating closely with Regional Technology teams, local business stakeholders (Retail, Operations, Finance, People & Organization), and other HKMO T&DS team members. You will ensure market needs are translated into scalable, sustainable solutions, while maintaining alignment with regional/global platforms and governance. The role also acts as a strategic advisor to local leadership, proactively identifying opportunities to leverage technology for enhanced client experience, boutique performance, and corporate efficiency. Additionally, this position incorporates a Business Solution Analyst dimension, driving requirement gathering, impact analysis, feasibility assessment, and solution definition in partnership with architects and regional teams, ensuring high-quality delivery and user adoption.

This includes conducting cost-benefit analyses, evaluating solution alternatives, and producing detailed functional specifications. The role also plays a critical part in service reliability, acting as the local owner of application performance, support coordination, and continuity in case of incidents or disruptions, encompassing Business Systems Management accountability for the local application portfolio.

What impact you can create at Chanel

Application Ownership

• Act as the primary point of contact in HKMO for all business applications (boutique and office), including POS (legacy and Oracle Xstore), traffic analytics, VM & Advisor tools, and corporate applications.
• Ensure alignment of local initiatives with regional/global platforms and omnichannel strategy.
• Identify opportunities where technology can enhance business performance and client experience.
• Maintain a comprehensive application portfolio inventory and evaluate emerging retail technology trends.

Business Solution Analysis & Solutioning

• Lead requirement gathering and analysis with business stakeholders.
• Facilitate workshops to define business processes, user journeys, and functional needs.
• Collaborate with architects and business analysts to assess impact on existing systems and define target solution architecture.
• Evaluate and compare solution alternatives, providing clear recommendations.
• Translate requirements into user stories, functional specifications, and backlog items.
• Support testing phases (SIT/UAT) to ensure solutions meet business expectations.

Project Delivery & Change Management

• Own or contribute to project planning, scope, timeline, and delivery tracking.
• Coordinate with regional teams and vendors for on-time, on-budget delivery.
• Drive Change Impact Analysis and work closely with Change Manager to prepare business teams for upcoming changes, ensure adoption of new tools and processes, and support training and communication.

Application Run, Support & Service Management

• Own the service performance and reliability of applications in HKMO.
• Act as the local escalation point for incidents and major issues.
• Coordinate with regional IT teams and vendors for troubleshooting and resolution.
• Monitor and improve service levels.
• Ensure business continuity and disaster coordination support.
• Manage the local application lifecycle.

Governance, Vendor & Security Management

• Ensure compliance with CHANEL technology standards, governance, and InfoSec frameworks.
• Manage relationships with vendors.
• Monitor risks, dependencies, and escalations.
• Contribute to IT budget planning.
• Ensure all applications adhere to data privacy regulations (e.g., PDPO) and CHANEL’s global information security policies.

Stakeholder Management

• Act as the trusted partner to local business teams (Retail, Boutique Operations, Office functions, Finance, People & Organization).
• Liaise with regional/global teams to align priorities.
• Communicate project status, risks, and outcomes.
• Build strong, trust-based relationships to understand operational realities and technology needs.
• Proactively engage stakeholders on technology roadmap and innovation opportunities.

Innovation & Continuous Improvement

• Continuously assess the local application landscape to identify gaps and opportunities for optimization.
• Propose and lead process improvement initiatives.
• Foster a culture of innovation and digital curiosity.
• Benchmark against industry best practices.

Client and Employee Experience

A deep passion for creating exceptional client and employee experiences through technology and digital enablement.

CHANEL Values

Aligning with CHANEL’s brand values and contributing to an inclusive culture that nurtures personal growth.

Resilience and Adaptability

Thriving in complex and ambiguous environments.

Cultural Sensitivity

Operating effectively within a diverse and multicultural setting.

Personal Attributes

Strategic thinker with long-term vision on tech and digital ecosystem

Collaborative and relationship-oriented

Performance-driven with strong ownership mindset

Resilient and adaptable in complex environments

Culturally sensitive and aligned with CHANEL brand values

Naturally curious about technology trends and passionate about creating exceptional client and employee experiences through tech and digital enablement

High degree of integrity and discretion when handling sensitive business data and strategic information

At Chanel

At Chanel, we are you focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.

We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams.

We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.

Company Overview

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide. As an independent company, its core values are grounded in: Exceptional creation and client experience Nurturing human potential Having a positive impact – on people, the environment and communities around the world.

As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities.

It offers initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.