Digital Solution Analyst

Chanel, Inc.; Hong Kong; Hybrid; HKD 600,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Job summary

Chanel is seeking a Digital Solution Analyst in the Hong Kong & Macau Tech & Digital Solutions team. You will translate business needs into scalable digital solutions, partnering with architects and vendors, and owning end-to-end delivery from discovery to go-live.

The role focuses on CRM, clienteling and social messaging platforms, with API integrations to Salesforce, Xstore, iCoco and Chanel.com. Fluency in English and Cantonese/Mandarin is expected.

Qualifications

• 5+ years in business analysis, digital solution delivery or hybrid BA/PM roles.
• Experience in luxury retail or premium consumer environments ideal.
• Solid CRM, clienteling, omnichannel and digital client engagement knowledge.

Responsibilities

• Lead discovery workshops with Retail, Client Care, Marketing, CRM and Digital teams.
• Translate needs into structured specs, user stories, flows and data rules.
• Coordinate CRM and messaging solutions across WhatsApp and WeChat/WeCom.
• Own delivery coordination: milestones, risks, scope, vendors and resources.
• Prepare functional specs, data maps, integration requirements and RFPs.
• Design SIT and UAT, manage defects, and support cutover and go-live.
• Drive adoption with training materials and stakeholder communications.
• Shape journeys for Chinese traveling clients respecting HK/Macau norms.

Skills

Client journey mapping

Requirements elicitation

Workshop facilitation

CRM knowledge

Omnichannel retail

API integrations

Stakeholder management

English & Cantonese/Mandarin

Tools

Salesforce

JIRA

Confluence

WeChat/WeCom

WhatsApp Business Platform

Job description

Contract nature: 2-year fixed term

About the Role

As a Digital Solution Analyst within the Hong Kong & Macau Tech & Digital Solutions team, you will connect business ambitions with technical delivery to shape scalable, high-quality digital solutions. Reporting to the Digital Solution Manager, you will partner with business divisions, functional teams, regional stakeholders, architects and external system integrators to translate needs into seamless client journeys and practical solutions. This is a hybrid business analysis and project delivery role with end-to-end ownership from discovery and solution design through testing, rollout and adoption. Your focus will include CRM, clienteling and social messaging platforms such as WhatsApp Business Platform and WeChat/WeCom, together with their integration into the wider CHANEL ecosystem.

What Impact You Can Create at CHANEL

Lead discovery workshops with Retail, Client Care, Marketing, CRM and Digital teams, mapping current and target client journeys across boutique clienteling, appointment booking, campaign activation, post‑purchase follow‑up and VIC services. Translate business needs into structured functional specifications, user stories, process flows, business rules, data requirements and acceptance criteria, with clear traceability to agreed journeys and use cases. Partner with Solution Architecture and Integration teams to shape CRM and messaging‑based solutions across WhatsApp and WeChat/WeCom, including API integrations with Salesforce, Xstore, iCoco, Chanel.com and other regional or global platforms. Own day‑to‑day delivery coordination for assigned initiatives by managing milestones, dependencies, risks, scope changes, vendors and cross‑functional deliverables, while supporting budget and resource planning. Prepare functional specification documents, data maps, integration requirements, decision matrices and RFP materials that enable effective development, vendor evaluation and informed decision‑making. Design and coordinate SIT and UAT, manage defect triage and release validation, and support cutover, go‑live and hypercare to ensure quality and business readiness. Drive adoption by developing stakeholder communications, training materials, user guides and FAQs for boutique and back‑office teams, then using feedback and adoption insights to guide continuous improvement. Help shape journeys for Chinese travelling clients and ensure local solutions reflect Hong Kong and Macau client behaviours, data privacy expectations and global standards.

You Are Energized By Turning complex business challenges into clear, client‑centric digital solutions

Exploring how CRM, clienteling, WhatsApp and WeChat/WeCom can elevate luxury client engagement. Facilitating workshops, aligning diverse stakeholders and bringing clarity to ambiguous requirements. Working at the intersection of business, technology, operations and client experience. Managing multiple workstreams in a fast‑moving environment and seeing initiatives through from concept to adoption. Improving ways of working through disciplined documentation, insight and continuous feedback.

What You Will Bring

At least 5 years of experience in business analysis, digital solution delivery or a hybrid business analysis and project management role, ideally within luxury retail, fashion or a premium consumer environment. Proven capability in client journey mapping, requirements elicitation, workshop facilitation and functional specification drafting. Solid understanding of CRM, clienteling, omnichannel retail and digital client engagement. Experience with WhatsApp Business Platform, WeChat or WeCom is a strong advantage. Conceptual knowledge of API integrations, system architecture and data flows, with the ability to collaborate effectively with architects, developers and system integrators. Hands‑on experience in SIT, UAT, defect management, vendor coordination and project delivery, including timelines, dependencies and risk management. Familiarity with Salesforce, JIRA, Confluence, Miro or comparable platforms. Excellent stakeholder management and communication skills, supported by a structured, collaborative and solution‑oriented approach. Fluency in English and Cantonese and/or Mandarin.

What CHANEL Can Offer You

The opportunity to contribute to meaningful digital transformation within one of the world’s most iconic luxury brands, working across business and technology to create distinctive client experiences. You will be part of a collaborative environment that values curiosity, personal growth and collective progress, with opportunities to broaden your exposure across divisions, markets and digital solution domains. At Chanel, we are 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.

Company Culture

At Chanel, we are 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. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people. 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.

About Chanel

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 a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future.