Senior Manager, Retail Excellence, HKMO

CHANEL; Hong Kong; On-site; HKD 700,000 - 900,000; Full time

Job summary

CHANEL in Hong Kong is seeking a Senior Manager – Retail Excellence to strengthen retail execution and enhance the client experience. The role involves elevating service standards, driving sales growth, and developing retail teams across key areas such as client engagement, performance, and people development.

The ideal candidate will have a strong understanding of retail dynamics, exceptional analytical skills, and the ability to lead diverse teams effectively. This is an opportunity to contribute to CHANEL's growth in the prestigious luxury sector.

Qualifications

• Strong understanding of retail dynamics and people, especially retail staff and markets.
• Exceptionally strategic with a passion for luxury retail.
• Energy, enthusiasm, and positivity required.

Responsibilities

• Elevate the in-boutique experience by ensuring flawless sales-floor execution.
• Drive a strong clienteling culture and support teams in building relationships.
• Work with boutique leadership to monitor performance and sales growth.
• Lead HR and People Experience initiatives for retail competencies.

Skills

Strong understanding of retail dynamics

Strong analytical skills

Exceptional strategic thinking

Multi-cultural sensitivity

Transformative leadership

Job description

Why This Mission

Strengthening Retail Foundations & Empowering Our Teams: This mission is about strengthening the fundamentals of retail execution in HKMO Fashion boutiques, leading beyond as best practice market in North Asia—so teams can operate with greater consistency, confidence, and agility, and the business can grow on solid foundations.

• Reinforce operational efficiency to improve both front- and back-of-house support.
• Equip retail teams with clear ways of working, tools, and coaching to raise expertise and execution standards.
• Enable boutiques to deploy the Retail Strategy effectively and sustainably, while staying close to local realities.
• Strengthen client engagement—engaging the clients of today and tomorrow—and convert them into long-term advocates of the brand.

Impact You Can Create In The Role

Reporting to the Head of Retail, Fashion, HKMO, the Senior Manager – Retail Excellence plays an instrumental role across four key pillars.

Client Experience & Floor Excellence

• Elevate the in-boutique experience by ensuring flawless sales‑floor execution, reinforcing service rituals, and working with client teams to consolidate boutique needs and deliver seamless, personalised luxury client interactions.
• Lead rostering and POS projects; create and propose pilots across retail and floor‑excellence topics.
• Continuously identify optimisation opportunities in existing processes and lead retail innovation to further improve operational efficiency.
• Partner with relevant stakeholders to adapt regional frameworks and guidelines to the local market, acting as the bridge representing HKMO on operational excellence.

Client Development & Engagement

• Drive a strong clienteling culture by supporting teams to build, retain, and develop local clients; ensure consistent follow‑up, personalisation, and meaningful relationships across all touchpoints.
• Support RLDP and Client Development teams to simplify and align common tools to measure impact.

Boutique Performance

• Work with boutique leadership (all HOBs) and the Finance business partner to support sales growth, monitor key performance indicators, and identify opportunities to improve conversion, productivity, and commercial results through retail excellence.
• Consolidate and sharpen the focus on potential wins and product opportunities with the merchandising team.

People Development & Experience

• Take full responsibility and leadership to work with HRBP, and People Experience & Learning to uplift and drive retail leadership & retail competencies projects and any initiatives related to people development for frontline.
• Identify and align clear learning journeys by role.
• Drive and actively engage in One House talent development opportunities.
• Map and improve the employee experience for each engagement driver (recruitment, compensation, learning & development, tools …).
• Implement initiatives to continuously enhance Chanel Voices results, in collaboration with regional & P&O teams and all HOBs.
• Provide the right tools, communication and working environment.
• Act as a senior mentor to drive people development for retail support and services as future evolution and suggest any process improvement holistically for the retail corporate support team.

Optional: Product & Brand Expertise

• Act as a reference for product knowledge and storytelling, ensuring teams confidently represent collections, craftsmanship, and brand heritage—translating expertise into elevated client experiences.
• Ensure coaching happens on the floor and that runway energy is consistently conveyed.

You Are Energised By

• Leading and collaborating with diverse teams at all levels of the organisation.
• Thinking innovatively of different ways to approach projects & challenges, leveraging insights, data, and strategic planning.
• Being agile, flexible and able to deal with ambiguity.
• Leading courageously and able to challenge the status quo.
• Influencing critical topics and facilitating meaningful conversations in a non‑hierarchical way.
• Building and leading teams aligned with a shared vision.
• Working in a highly collaborative and matrixed environment.
• Strong understanding of the retail business environment.

What You Will Bring

• Strong understanding of retail dynamics and people, especially retail staff and markets.
• Strong analytical skills and be strategic and visionary.
• Exceptional strategic thinking and planning, passion for luxury retail.
• Energy, enthusiasm and positivity.
• Multi‑cultural sensitivity.
• Transformative leadership and performance‑minded.

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.