Head of Retail Excellence
Chanel — Head of Retail Excellence in Singapore. Lead retail standards, training and store performance across WFJ, SEAA & SG to elevate client experience.
Overview
Chanel is a privately held global maison renowned for haute couture, ready-to-wear, accessories, beauty and fragrance. As an employer, Chanel emphasizes craftsmanship, creative excellence and rigorous standards across its maisons and boutiques worldwide, offering a highly curated retail environment and global career pathways within the luxury sector.
Role & Responsibilities
- Define and deploy the regional retail excellence strategy across WFJ, SEAA and Singapore, ensuring consistent execution of Chanel’s brand standards in-store.
- Set and maintain operational, service and visual merchandising standards; lead periodic store audits, mystery shopping and compliance reviews.
- Design and deliver capability-building programmes for store leadership and sales teams, including onboarding, product training and continuous learning curricula.
- Partner with regional leadership, merchandising, marketing, visual merchandising and HR to coordinate rollouts, boutique concept changes and seasonal activations.
- Establish and monitor KPIs for retail performance, clienteling, conversion and average transaction value; translate data into targeted improvement plans.
- Lead cross-market projects and change initiatives to elevate client experience, operational efficiency and retail governance.
- Coach and mentor store managers and regional trainers; identify talent and succession opportunities to strengthen the retail organization.
Qualifications
- Proven leadership in luxury retail with responsibility for multi-market retail standards or operations.
- Demonstrable experience designing and delivering retail training programmes and capability frameworks.
- Strong commercial acumen with a track record of improving store KPIs and client experience metrics.
- Excellent stakeholder management and cross-functional collaboration skills at regional and HQ levels.
- Fluent business communication in English; cultural sensitivity across diverse APAC markets.
Skills
Experience
Typically 8+ years of progressive experience in luxury retail, including several years leading retail excellence, store operations or regional projects across multiple markets.
Education
Bachelor’s degree in Business, Retail Management, Marketing or a related discipline, or equivalent professional experience.
Culture
Chanel’s workplace blends heritage craftsmanship with contemporary creativity and exacting quality standards. Employees operate within a highly collaborative, fast-paced environment where attention to detail, service excellence and discretion are valued.