Digital Solution Analyst — CRM & Omnichannel (Hybrid)

cc

Hong Kong

Hybrid

HKD 420,000 - 600,000

Full time

14 days+

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Job summary

CHANEL in Hong Kong & Macau seeks a Digital Solution Analyst to connect business aims with technology, shaping scalable, high‑quality digital solutions across CRM, clienteling and social messaging platforms.

You will lead discovery workshops with Retail, Client Care and Marketing, translate needs into functional specs and user stories, and coordinate with solution architecture and external integrators from design through go‑live and adoption.

Qualifications

5+ years of experience in business analysis or hybrid BA/PM roles.

Responsibilities

Lead discovery workshops with Retail, Client Care, Marketing, CRM and Digital teams.
Translate business needs into structured functional specifications, user stories, process flows, business rules, data requirements and acceptance criteria.
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.