Senior Retail Manager - Fashion Division

About the role

This role will inspire and mentor boutique teams to engage consumers of today and tomorrow to the brand through providing unsurpassed service to all clients and always ensure high image standards in all boutiques while being committed to all boutique employees’ personal and professional development and growth.  

The Senior Retail Manager owns the retail strategy of their market, leading boutique teams to ensure that the strategy is executed correctly in the context of one boutique, one story. The Senior Retail Manager also works with stakeholders to best adapt global/regional/local strategy to succeed in boutiques and leads a process of iteration to best achieve success. The Senior Retail Manager will drive retail improvements that benefit employee and client experience, taking into account the new omni-channel environment and technology that impacts processes, roles and service in the boutique.

Impact You Can Create In The Role

Uphold the image of the brand

• Instills an uncompromising culture among all the retail teams towards upholding the image of the brand through VM Merchandising, Boutique Maintenance and Staff Grooming.
• Nurtures good relationships with landlord, PR, Media and local public authority (if applicable)
• Partners proactively and closely with the Visual Merchandising Team to ensure that window and in-boutique displays consistently reflect the essence of the seasonal collection and are in accordance with the Chanel image.
• Understands the philosophy/principles behind the Boutique constellation project and instills in the retail teams this understanding, as well as proposes ways to best adapt the project to local specifics.

Leadership, Management and Development of Staff

• Fosters a culture of excellence in the retail teams: ensures that retail team members are engaged, motivated and perform their duties in accordance with the Chanel vision and mission. Has a good handle on retail manpower needs and works closely with HR in making hiring decisions and proactively help to find and retain talent.
• Influence Boutique Managers to become inspirational leaders and brand advocates through mentoring, coaching and being positive role models.
• Devise succession planning for the retail teams in the short and long term.

Build a Client-centric Boutique team

• Drives Boutique Management to adopt a client-centric culture within the boutiques to champion customer engagement to develop long-lasting relationships with clients.
• Considers the impact of an Omni-Channel environment on client and service experience
• Works proactively with the Marketing Team to analyse customer trends, visits, purchases and other behavior, and communicate with Boutique Management the findings.
• Ensure all customer service complaints and/or merchandise complaints are handled expeditiously and according to guidelines.

Properly manage Merchandise & Inventory

• Works closely with the Product teams to ensure that each boutique is stocked with an appropriate depth and width of merchandise that is relevant to the profile of the boutique’s clientele.
• From a product strategy point of view, reinforces, in co-operation with the Product and Learning teams, the inspiration of every collection and inspires the boutique team to have a positive mindset towards new products, ideas and inspirations.
• Partner with Supply Chain as needed to obtain improvements in “speed to shop-floor” process.

Strategic Execution and KPI management:

• Works with Boutique Managers to ensure success of Strategic Execution by managing Qualitative and Quantitative KPIs (Clients, Sales, Service, Style Expertise etc) as furnished by Fashion General Manager.

Retail Improvements and Operations Management

• Continuously seeks Retail Improvements that benefit Client and Employee experience by keeping abreast of Retail innovation and other best practices.
• Oversees from a country/territory perspective that each boutique maximizes staff strength according to traffic demands and trading patterns.
• Ensures all operational procedures regarding sales, discounts, transfers, stock adjustments and all policies are followed. Partners Finance Department to regularly review internal controls with regards to protection of company assets and prevent losses.
• Updates and maintains the Boutique Operations Manual in collaboration with various departments

Fostering Close Partnerships:

• Forms close partnerships with the W&FJ Division, and the relevant divisions (IT, Finance, ODHR, Logistics, Communications) as well as within the Fashion division (VM, Marketing, Product, PR, Training) to best execute and achieve business objectives. Especially with Learning and Development partners in Boutique Staff development and with Marketing teams in ensuring client objectives, services and strategy are properly deployed in the boutiques.

You Are Energised By

You are energised by the opportunity to drive and shape the future of our Fashion business in one of Asia (or) SEAA’s most sophisticated luxury markets.

You are passionate and driven to

• Leadership and Impact: Further strengthen and develop retail infrastructure, operation and people.
• Visionary and Strategic: Innovate and exhibit traits of entrepreneurship, with the willingness to experiment and try new things.
• Talent Development: Be a leader and coach, leading the retail operations with exceptional people skills and be a well-rounded team builder who is capable of managing a business through leveraging teams.

What You Will Bring

• At least 8 to 10 years of retail management experience managing the operations of an international luxury retail brand in Thailand
• Future-oriented strategic vision and acumen, with the ability to communicate the company’s vision and to obtain buy-in from staff.
• Agility and adaptability to lead the Retail team in a VUCA (Volatile, Uncertain, Chaotic, Ambiguous) business environment
• Results oriented, with strong resource allocation skills
• Enthusiastic, energetic, and ability to create an environment that demands high standards, yet also fosters a highly positive employee attitude
• A progressive management style and develops people effectively
• Well-developed interpersonal skills to be able to work in people-centric business
• Fluency in English

What Chanel can offer you

The opportunity to lead Chanel Fashion Retail network in one of its most prominent markets, with a rich legacy in setting luxury retail standards, strong brand equity, and an inclusive platform for growth. You will be part of a collaborative culture, with the resources and support to drive your prospective.  Chanel offers a unique opportunity where leaders are empowered to make an impact, and where we strive to be at our best.

• Talent Development: Chanel is committed to developing and empowering our people.  As Senior Retail Manager, you will have the opportunity to foster a culture of talent development, mentorship, and growth.

• Collaborative Culture: You will be part of a collaborative and inclusive culture, where diverse perspectives are valued and partnerships are fostered across functions and regions.

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.