Luxury Digital Solutions Analyst — CRM & WeChat/WhatsApp

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

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