Retail Excellence Manager

Overview

Chanel is a globally recognised independent luxury fashion house renowned for its haute couture, ready-to-wear, leather goods and accessories. As an employer, the brand prioritises craftsmanship, savoir‑faire and exacting quality standards, offering a disciplined yet creative environment that demands commercial rigour and aesthetic sensitivity.

Role & Responsibilities

• Design, implement and steward retail excellence programs that elevate store performance, customer experience and brand standards across the network.
• Define, monitor and report on key retail KPIs and performance dashboards; translate data into actionable initiatives for stores and regional leadership.
• Conduct regular operational audits and store assessments; develop corrective action plans and follow-through to ensure sustained compliance.
• Coach and train store managers and frontline teams on sales methodologies, clienteling, visual merchandising standards and operational best practice.
• Lead cross‑functional projects with merchandising, retail operations, HR and training teams to deliver consistency in presentation, service and commercial execution.
• Manage pilot programs and rollouts of new processes, tools or service standards; collect feedback and iterate to achieve scalable adoption.
• Coordinate mystery shopping, client feedback mechanisms and post‑visit analysis to continuously refine the in‑store experience.

Qualifications

• Proven experience in retail operations or store standards within luxury fashion or premium retail, with management responsibility.
• Demonstrable expertise in KPI-driven performance improvement and project delivery across multiple retail locations.
• Strong coaching and training capability with a track record of developing store management and sales teams.
• Excellent stakeholder management skills; ability to influence senior leaders and collaborate across merchandising, HR and operations.
• High level of organisational autonomy, discretion and professionalism appropriate to a heritage luxury brand.
• Availability for frequent travel between boutiques and regional hubs.

Skills

Experience

Typically requires 5+ years in retail operations or retail standards roles, preferably within luxury or premium retail, including direct experience leading store improvement programmes and managing cross‑functional initiatives.

Education

Bachelor's degree or equivalent in Business, Retail Management, Hospitality, or a related discipline; professional qualifications in retail management or training are advantageous.

Culture

The workplace culture prizes artisanry and meticulous standards while encouraging initiative and commercial excellence. Teams operate with discretion, collaborative discipline and a commitment to sustaining the brand's prestige at every customer touchpoint.