Description

In this role, you will be the driving force behind exceptional care and repair services at CHANEL & moi Les Ateliers. Your day-to-day responsibilities will include leading a dedicated team, enhancing customer experiences, and ensuring top-notch quality in every repair, all while fostering a culture of excellence and collaboration.

Requirements

• •Significant retail and management experience (at least 5/6 years)
• •Leadership and ability to share purpose
• •Strong fashion and product consciousness
• •Knowledge of aftersales is a plus
• •Excellent relational skills and coaching attitude
• •Strong attention to client experience and luxury service
• •Capacity to handle complex situations with diplomacy
• •Willingness to share knowledge and know-how
• •Organization, rigor, sense of priorities, and leadership
• •Solution-oriented
• •Analytical skills
• •Fluency in English and German

Tasks

• •Manage and lead the team effectively
• •Collaborate with regional and local aftersales teams to implement plans
• •Recruit, onboard, and develop team members with empathy
• •Set objectives and provide regular feedback for performance
• •Support team growth through coaching and guidance
• •Allocate work among team members
• •Guide customers through the repair journey with personalized service
• •Handle complex situations diplomatically to enhance customer satisfaction
• •Act as an ambassador for CHANEL’s service excellence
• •Conduct engaging tours of CHANEL & moi Les Ateliers
• •Work with marketing and learning teams to enhance client experience
• •Coordinate repair flows with various stakeholders
• •Oversee repair operations and ensure quality control
• •Drive operational optimization for repair processes
• •Ensure availability of necessary equipment and tools
• •Monitor product flows and consolidate repair data
• •Coordinate with boutique teams on after-sales topics
• •Act as a repair ambassador internally and externally
• •Lead morning briefings on CHANEL & moi and aftersales services
• •Share technical knowledge with team members
• •Report insights and KPIs to management
• •Identify improvement areas and implement action plans