Digital Solution Analyst - 2 years Fixed Term

Chanel Hong Kong Limited; Hong Kong; Hybrid; HKD 350,000 - 520,000; Full time

Job summary

Chanel Hong Kong Limited seeks a Digital Solution Analyst to bridge business needs with technical delivery across CRM, clienteling and social messaging platforms. You will lead discovery workshops, draft functional specs, and coordinate end-to-end delivery with cross-functional teams, architects and vendors in a hybrid Hong Kong environment.

You will shape CRM and messaging-based solutions including WhatsApp and WeChat/WeCom, ensure quality through SIT/UAT, and drive adoption with training and

Qualifications

• At least 5 years of experience in business analysis, digital solution delivery or a hybrid business analysis and project management role.
• Experience with CRM, clienteling, omnichannel retail and digital client engagement.
• Fluency in English and Cantonese and/or Mandarin.
• Proven capability in client journey mapping, requirements elicitation, workshop facilitation and functional specification drafting.
• Familiarity with API integrations and working with architects, developers and system integrators.

Responsibilities

• 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 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 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 for development and vendor evaluation.
• Design and coordinate SIT and UAT, manage defect triage and release validation, and support cutover, go-live and hypercare.
• Drive adoption by developing stakeholder communications, training materials, user guides and FAQs for boutique and back-office teams, collecting feedback for continuous improvement.
• Help shape journeys for Chinese travelling clients and ensure local solutions reflect HK/Macau client behaviours and data privacy expectations.

Skills

Business analysis

Digital solution delivery

Client journey mapping

CRM

Clienteling

WhatsApp Business Platform

WeChat/WeCom

API integrations

Salesforce

JIRA

Confluence

Miro

Stakeholder management

English Cantonese Mandarin

Tools

Salesforce

JIRA

Confluence

Miro

Xstore

iCoco

Chanel.com

Job description

Digital Solution Analyst - 2 years Fixed Term

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,architectsand 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,rolloutand adoption. Your focus will include CRM,clientelingand 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, mappingcurrentand target client journeys across boutiqueclienteling, appointment booking, campaign activation, post-purchasefollow-upand VIC services.

Translate business needs into structured functional specifications, user stories, process flows, business rules, datarequirementsand 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,vendorsand cross-functional deliverables, while supporting budget and resource planning.

Prepare functional specification documents, data maps, integration requirements, decisionmatricesand RFP materials that enable effective development, vendorevaluationand informed decision-making.

Design and coordinate SIT and UAT, manage defect triage and release validation, and support cutover, go-live andhypercareto 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 clientbehaviours, data privacyexpectationsand global standards.

You Are Energized By

Turning complex business challenges into clear, client-centric digital solutions.

Exploring how CRM,clienteling, WhatsApp and WeChat/WeComcan elevate luxury client engagement.

Facilitating workshops, aligning diversestakeholdersand bringing clarity to ambiguous requirements.

Working at the intersection of business, technology,operationsand client experience.

Managing multiple workstreams in a fast-moving environment and seeing initiativesthrough fromconcept to adoption.

Improving ways of working through disciplined documentation,insightand continuous feedback.

What You Will Bring

At least 5 years of experience in business analysis, digital solution delivery ora hybridbusiness analysis and project management role, ideally within luxury retail,fashionor a premium consumer environment.

Proven capability in client journey mapping, requirements elicitation, workshopfacilitationand functional specification drafting.

Solid understanding of CRM,clienteling, omnichannel retail and digital client engagement. Experience with WhatsApp Business Platform, WeChat orWeComis a strong advantage.

Conceptual knowledge of API integrations, systemarchitectureand data flows, with the ability to collaborate effectively with architects,developersand system integrators.

Hands‑on experience in SIT, UAT, defect management, vendorcoordinationand project delivery, including timelines,dependenciesand risk management.

Familiarity with Salesforce, JIRA, Confluence,Miroor comparable platforms.

Excellent stakeholder management and communication skills, supported by a structured,collaborativeand 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, personalgrowthand collective progress, with opportunities to broaden your exposure across divisions,marketsand digital solution domains.

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.

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. 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.

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.

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. 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.