Client & Retail Program Manager

Role overview

This position is designed to strengthen boutique client experience and retail innovation through major fashion initiatives that support the company’s 2030 ambitions. It works across both client and retail functions, helping simplify ways of working while improving service, engagement, and operational effectiveness. The role acts as the main regional contact for client-retail fashion projects, bringing clarity, consistency, transparency, and efficiency to all stakeholders.

The role’s purpose is to lead important fashion projects so they reach stable day-to-day operating standards, while also improving the tools and processes needed for future needs. It also contributes to brand equity and stronger client engagement.

Key projects for 2026 and beyond

For 2026, the main priorities across Fashion Retail and Client include the following programs.

ORION

Orion is a new in-boutique global POS and back-end reporting tool scheduled to begin rollout in SEAA in Q3 2027.

• Drive the successful launch and sustained usage of the new POS and reporting system across boutiques.
• Act as a central connector among global, retail, divisional, North Asia, and technical teams.
• Make sure transaction flows are well supported, standardized, and continuously improved through the platform.
• Track system performance, user input, and service KPIs to improve adoption and refine user journeys.
• Coordinate training, documentation, and change support for boutiques in partnership with markets.
• Work with internal stakeholders to align customer experience, operational, and compliance needs.

Fashion App / INChanel

This digital service suite enables selected clients to browse products, manage their profiles, and access personalized communications and services anytime and anywhere.

• Serve as the global single point of contact in 2026 to establish the foundational setup for INCHANEL readiness ahead of a 2027 launch.
• Lead the phased SEAA rollout through 2027 and work with markets to build ownership and adoption.
• Support the app’s daily operations.
• Track basic performance indicators and help prepare reporting.
• Gather and organize client feedback and app-related questions.
• Assist with content changes, feature launches, and in-app communications.
• Help test new functionality and updates before release.
• Escalate technical problems and client-reported defects to the appropriate teams.
• Monitor engagement measures such as visits, cross-shopping, and yearly spend.

CHANEL et Moi

CHANEL et Moi represents the brand’s aftersales and service commitment, helping protect the quality of each creation and reinforcing lifetime client engagement. The region is still developing its understanding and adoption of the program, which is increasingly central to the global client proposition.

• Use the current state as a starting point and work with regional, market, and global partners to create a three-year SEAA strategy for CHANEL et Moi.
• Once aligned, help coordinate the local strategy and roadmap by partnering with different métiers across the House.
• Support consistent, elevated physical and digital aftersales experiences, including efficient service pathways and quality repairs.
• Support the setup of two CHANEL et Moi Les Atelier locations in the region, expected to open in Q4 2026.
• Act as the regional contact point for cascaded change management around upcoming CHANEL et Moi initiatives and campaigns.

ICOCO

ICOCO is a digital tool that helps store teams manage retail operations and clienteling by giving access to customer profiles, interaction history, inventory availability, and personalized selling support on the shop floor.

• Ensure strong deployment, adoption, and daily use of the fashion associate app across boutiques.
• Be the key contact between retail teams, iCoco champions, and digital/IT stakeholders.
• Support fashion associates using the tool for clienteling, customer engagement, and in-store selling.
• Watch app usage, performance, and feedback to identify opportunities for improvement.
• Coordinate training, user guidance, and ongoing support so usage remains confident and consistent.
• Keep training materials and process documentation current.
• Ensure the app fits retail workflows, client experience standards, and data governance requirements.

Voice of Clients / CSS

This customer service survey captures client feedback on service quality, satisfaction, and overall experience so the business can improve performance and relationships.

• Review survey results and satisfaction indicators on a regular basis.
• Study client feedback to identify patterns, strengths, and areas needing improvement across retail and client service teams.
• Work with retail, client, and management stakeholders to turn insights into practical actions.
• Ensure client feedback is followed up in a timely way, including service recovery when needed.
• Help improve survey design, rollout, and reporting so insights are more useful.
• Expand the question set to include CHANEL et Moi as the program grows in the region.
• Look for ways to capture feedback from non-purchasers as well.
• Track whether improvement actions are effective and share progress and results.

Alternative Distribution / Resellers

This workstream builds understanding of diversion and resale market impact in SEAA and supports action planning to address it. It is important for protecting the brand and strengthening brand equity.

• Act as the single contact for incoming requests, cascades, and validation matters for both global and market teams.
• Review internal global scoring-card processes from region to market and formalize them where needed.
• Ensure flag reviews happen regularly and remain consistent across markets.
• Understand the gap resellers are filling so suitable services can be proposed by the Top Clients team.
• Support the rollout and understanding of global reseller training.
• Provide regular reporting on alternative distribution to regional leadership, along with action plans.

Ways of working

• Work in a fast-moving, collaborative setting where ideas are openly shared and teamwork matters.
• Bring structure and momentum to cross-functional work in complex and ambiguous situations.
• Build trusted relationships across varied stakeholders and align teams around common goals.
• Own initiatives from idea through execution and deliver measurable impact.
• Balance strategic thinking with attention to detail and connect information across topics to generate insights and solutions.
• Manage multiple priorities and dependencies while keeping progress moving.
• Help teams navigate change and transformation in a shifting environment.
• Keep learning, welcome feedback, and continue building new expertise.

Profile and experience

Candidates should bring a background that supports program management, transformation, retail operations, client experience, or digital tools. A business, marketing, or digital qualification is helpful but not mandatory.

The role requires comfort with new systems and platforms, strong communication and collaboration skills, and a proactive, organized, solution-oriented approach. The right person should be comfortable with ambiguity, agile in reprioritizing, and able to work effectively across boutique and client teams.

At least 5 years of experience in retail, client service, or administrative support is required, and internship, part-time, or project-based exposure can be counted if it includes project management responsibilities. Exposure to boutique operations, customer service processes, reporting, or basic data tracking is advantageous.

What the company offers

This position offers the chance to grow within a globally recognized luxury house known for creativity, innovation, and excellence. It also provides exposure to diverse stakeholders, cross-functional projects, and meaningful business initiatives.

Employees can develop strategic thinking, stakeholder management, project leadership, and problem-solving skills in a collaborative and inclusive culture supported by competitive local benefits and wellbeing programs.

Inclusion statement

The company values individuality and believes that varied perspectives strengthen teams and contribute to collective progress. Applications are encouraged from candidates who can bring their experience, potential, and perspective to the role.