Fashion Retail Service Program Manager

JOB mission:

CHANEL is committed to nurturing long-term client relationships, building lasting emotional connections, and ensuring every client feels valued beyond the transaction.

As Retail Service Program Manager, you will develop and implement service strategies that elevate client satisfaction and strengthen brand equity. Working closely with your line manager, you will drive retail service transformation through innovative cross-touchpoint initiatives, reshape team mindsets, and optimize the full client journey while embedding sustainable premium service solutions aligned with our luxury brand positioning.

You will ensure retail service standards are aligned with CHANEL’s global strategy, partner with cross-functional teams to deliver seamless, personalized, respectful, and value-driven client experiences, and upskill retail teams to strengthen premium service awareness and professional capabilities.

Key Responsibility:

CHANEL & moi Localization & Implementation

• Collaborate with global and regional teams to develop the CHANEL & moi China strategic roadmap, ensure local execution is aligned with global service strategies, and drive continuous retail service excellence across all boutiques.
• Lead closed-loop governance across the full lifecycle, from service initiative launch and on-site implementation to post-launch performance tracking and results review.
• Design and implement internal recognition programs to motivate boutique teams, support team lead management, and organize nationwide service activation initiatives to drive the success of CHANEL & moi.
• Act as an internal service ambassador to strengthen service culture, engage and influence key stakeholders, and build a community of service advocates.

VOC (Voice of Client) Program End-to-End Management

• Own VOC program strategic planning and build a customer insight research framework aligned with local service enhancement objectives.

• Manage the end-to-end execution of multi-dimensional surveys, including CSS surveys, CHANEL & moi surveys, non-purchaser surveys, and staff in-store purchaser surveys.
• Oversee the VOC dashboard to ensure data integrity, consistency, and real-time visibility.
• Deliver regular VOC analysis reports, facilitate cross-regional insight-sharing sessions, and translate client feedback into actionable service optimization solutions to address operational and experience gaps.

After-Sales Operational Excellence

• Conduct regular boutique after-sales service diagnostics, identify operational bottlenecks and experience gaps, and leverage insights from VOC and CHANEL & moi reports.
• Optimize end-to-end after-sales workflows and client service processes to improve service efficiency and client satisfaction.
• Build performance tracking mechanisms, monitor core service KPIs, and drive continuous improvement of after-sales operational capabilities.