Digital Solution Analyst

CHANEL; Hong Kong; Hybrid; HKD 700,000 - 1,100,000; Full time

Job summary

CHANEL Hong Kong & Macau seeks a Digital Solution Analyst to bridge business needs with technical delivery across CRM, clienteling and messaging platforms. You will lead workshops, draft functional specs, and coordinate API integrations with Salesforce, Chanel.com and regional platforms.

You will manage end-to-end delivery from discovery to go-live, ensure data quality, and drive adoption through stakeholder communications and training materials, reflecting HK/Macau client behaviours.

Qualifications

• Minimum 5 years of experience in business analysis or hybrid BA/PM roles.
• Proven ability to map client journeys and elicit requirements.
• Experience with CRM, omnichannel retail and digital client engagement.
• Familiarity with Salesforce, JIRA, Confluence, Miro and related collaboration tools.

Responsibilities

• Lead discovery workshops with Retail, Client Care, Marketing, CRM and Digital teams.
• Translate business needs into structured functional specs, user stories, data requirements and acceptance criteria.
• Coordinate CRM and messaging-based solutions including API integrations with Salesforce and Chanel platforms.
• Own delivery coordination across milestones, dependencies, risks, scope changes and vendors.
• Design SIT and UAT, manage defect triage and release validation, support go-live and hypercare.
• Develop adoption materials and training guides to drive usage and continuous improvement.

Skills

Business analysis

Client journey mapping

Requirements elicitation

Stakeholder management

Workshop facilitation

Project delivery

SIT/UAT

CRM systems

API integrations

English & Cantonese/Mandarin

Tools

Salesforce

JIRA

Confluence

Miro

WhatsApp Business Platform

Job description

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