Hybrid Digital Solutions Analyst: CRM & Clienteling (Luxury Retail)

CHANEL

Hong Kong

Hybrid

HKD 700,000 - 1,100,000

Full time

14 days+

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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.