IT Solution Manager — Aftersales
Chanel in Paris seeks an IT Solution Manager — Aftersales (permanent) to lead after-sales IT solutions, project delivery and vendor partnerships.
Overview
Chanel is an iconic French luxury house renowned for couture, ready-to-wear, accessories, beauty and fragrance. Privately owned and globally present, the brand combines artisanal craftsmanship with strategic investment in digital and IT capabilities to support high-touch client services and operational excellence.
Role & Responsibilities
- Define and own the IT solution roadmap for after-sales operations, translating business requirements into scalable technical solutions.
- Lead end-to-end delivery of projects and enhancements — from requirements gathering and design through implementation, testing and go-live.
- Coordinate cross-functional stakeholders (after-sales, retail, product, operations, finance) to prioritize features and ensure alignment with business objectives.
- Manage third-party vendors and integrators: define SOWs, oversee deliveries, enforce SLAs and control budgets.
- Design and govern integrations between after-sales systems and core platforms (ERP, CRM, order management, parts & repair workflows).
- Drive solution architecture decisions, ensuring robustness, security, data integrity and compliance with corporate IT standards.
- Sponsor and coordinate user acceptance testing, training and change management to ensure smooth adoption and minimal operational disruption.
- Monitor run-phase performance, manage incidents and continuous improvement initiatives to optimize after-sales service KPIs.
Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering or equivalent professional experience.
- Proven track record (typically 5+ years) in IT solution or product management, with demonstrated end-to-end delivery responsibility.
- Domain experience in after-sales, repair & warranty operations or retail service environments, preferably within luxury goods or consumer goods sectors.
- Strong stakeholder management and vendor governance experience, including contract and budget oversight.
- Solid understanding of solution architecture, system integrations (APIs), data flows and IT security principles.
- Fluent professional French and strong English communication skills for cross-border collaboration.
Skills
Experience
Typically 5+ years in IT project or solution management with at least several years delivering projects that support after-sales, service operations or retail workflows; prior experience managing vendors and cross-functional stakeholders is expected.
Education
Bachelor's degree in Computer Science, Information Systems, Engineering or equivalent professional experience.
Culture
Chanel combines uncompromising standards of craftsmanship with a discreet, highly collaborative corporate culture. The organisation values creativity, operational excellence and digital modernization to enhance client experiences while preserving heritage and brand integrity.