W&FJ Regional Aftersales & Operations Executive

Regional Aftersales & Operations Executive

Location: CHANEL, 5 Barlow Place, London UK

Reports to: Head of Operations & Supply Chain (W&FJ)

Contract: 12 months fixed term contract (Maternity Cover)

Your role @CHANEL:

This is a 12-month role for the UK Region to help grow and accelerate the CHANEL Aftersales division along with leading Operational projects. This will involve working with the Local and Regional networks, including the boutiques, workshops, export and stock teams as well as building strong connections with Global counterparts.

What impact you can create at Chanel:

Local operations:

• Strong understanding of aftersales and operational business processes with associated systems
• Work closely with Boutique Teams to ensure quality of stock and repairs
• Training and communicating with boutiques on all services and processes
• Develop and manage KPIs to provide transparency and optimise efficiency of lead times and procedures
• Work alongside the Aftersales Project Manager to train and test local systems for future releases
• Oversee client repairs and liaise with Boutiques, Workshops and Clients where required to optimise process
• Manage Satisfaction Survey results with Boutique teams in a timely manner
• Work closely with Fashion Operations team to streamline processes and develop efficiencies across departments
• Support with internal and external events as required

Regional operations:

• Review and place orders for spare parts for existing and novelty products
• Share and feedback best practices and product updates with global counterparts
• Attend monthly meetings with Global team to feedback local issues and concerns
• Work with the Global Care teams to roll out and adapt Global Aftersales projects and services by collating all necessary local business requirements, specificities and constraints
• Ensure availability of local resources to drive new projects within required timeframes and budgets
• Liaise with internal and external stakeholders to streamline processes and drive efficiencies
• Communicate and update all internal teams on ongoing projects
• Develop and provide best in care services for our clients across the Region

You are energised by:

• Leading and supporting projects with multiple stakeholders that will create a positive impact for our clients and business.
• Reviewing and monitoring current processes to optimising service streams with a view to delivering continuous improvement
• The opportunities in strengthening the brands relationship with our Clients through the Chanel & Moi programme
• The curiosity and passion for continual learning to ensure the Client experience is always at the heart of the business

What you will bring:

• Acting as an Ambassador for the brand, bring a proven competency of Repairs and Operations ideally within the Jewellery and Watch environment.
• Create and monitor KPIs to drive efficiencies
• Previous experience in cross functioning project management
• Understanding of interactions between business processes and IT applications
• Ability to build reporting documents such as excel, power point, BI
• A track record of leading and supporting projects with openness and curiosity, while delivering effective outcomes in a timely manner
• An ability to build relationships across multiple divisions and teams
• An inclusive approach the maximises the diverse capabilities available across all levels and Divisions within CHANEL

What you will gain from this experience:

• Opportunity to work with a luxury Global brand with a wealth of heritage.
• Collaborate with departments, building key partnerships and relationships
• The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.

Benefits at CHANEL  

Our employee benefits have been created to support you across your professional and personal life by offering you:  

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories  
• Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out a