Job description
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.
Group Director, Boutique Support Services:
Group Director, Boutique Support Services_ will support all US business divisions (Fashion/Watches & Fine Jewelry/Fragrance & Beauty), Fragrance & Beauty field organization and all retail distribution in driving white-glove tech support through effectively managing client expectations, setting the organizational standards for client engagement, serving as a communication channel between clients and the Tech_ organization. In addition, oversee technical support by managing the store network, desktop support and infrastructure services end-to-end.
Group Director, Boutique Support Services_ will support all US business divisions (Fashion/Watches & Fine Jewelry/Fragrance & Beauty), Fragrance & Beauty field organization and all retail distribution in driving white-glove tech support through effectively managing client expectations, setting the organizational standards for client engagement, serving as a communication channel between clients and the Tech_ organization. In addition, oversee technical support by managing the store network, desktop support and infrastructure services end-to-end.
The primary role of the Boutique Support Services Group Director is to support both project and operational oriented work. The Group Director will coordinate a service strategy for how to evolve boutique support utilizing KPIs, identifying & addressing key trends, and developing operational efficiency improvements. Managing & owning Boutique communications and collaborating with internal communication teams on broader updates. In addition to being operationally focused, this position is expected to manage multiple projects and services simultaneously with limited resources and budget to maximize performance and contribution.
This role supports all US business divisions, however, as Chanel are a global organization, alignment and support on global initiatives is key to long-term service improvements.
Position Responsibilities:
- Oversee a team of 10+ agents, leads, manager, trainer, plus supporting all US boutiques and Fragrance & Beauty field management
- Manage and lead the boutique support strategy
- Ability to connect business strategy and technology execution
- Monitor team performance and report metrics to business & tech senior leadership
- Drive and manage client feedback, resolve issues and conflicts
- Develop and manage client satisfaction surveys and results
- Regularly updates all partners on new implementations and coordinate change management
- Communication skills – translate complicated technical issues and resolutions to non-technical business partners in a clear language
- Discover education needs and provide training, communication, coaching
- Motivate team members by creating an inspiring team environment with open communication
- Organization management, budget management, people management and vendor management
- First point of escalation for Severity 1 issues
- Project Management
- Simultaneous management of multiple projects for existing locations and services
- Manage retail technology run budget
- Technical Capability
- Skills: Retail system fundamentals (system structure, programming, database fundamentals)
- Proficient and knowledgeable with ServiceNOW platform and reporting
- Strong O365 skills including Outlook, Word, PowerPoint, Teams
- Systems Maintenance
- Management and evolution of day-to-day systems support currently outsourced to multiple vendors and internal teams
- Weekend and holiday support, as needed
Position Requirements:
- +8 years of professional experience in support management, client services
- +7 years or professional experience with retail technology landscape (POS, OMS,)
- Ability to work and make decisions in a fast-paced environment
- Strong collaboration and cross functional communication skills
- Excellent written and verbal communications skills
- Proficiency aspects of business analysis including strong analytical skills
- Ability to analysis KPIs, identify key trends and make decisions
- Stakeholder, organizational and time management skills
- Ability to manage multiple projects simultaneously and effectively prioritize
- Management of technical programs and maintaining retail tech systems
- Client oriented
- Experience in the fashion industry and retail industry required
- Passion for current and emerging trends in digital technology
- Experience working for a global company preferred
- Able to work out of the NY Office 3 days per week
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