Service Delivery Assistant Manager

Overview

Chanel is an independent, globally recognised French luxury house renowned for couture, leather goods, accessories and fragrances. As an employer, Chanel combines artisanal heritage with international retail and client service operations, offering structured training, high standards of client care and a workplace that emphasises discretion, craftsmanship and brand stewardship.

Role & Responsibilities

• Oversee day‑to‑day service delivery for the store/region to ensure an exceptional, consistent client experience across appointments, in‑store service and after‑sales.
• Supervise and coach service teams, setting performance expectations, conducting regular feedback and driving continuous improvement in clienteling and service protocols.
• Manage scheduling and capacity for client appointments, ensuring optimal allocation of advisors and adherence to service level agreements (SLAs).
• Own escalation management and resolution for complex client issues, liaising with after‑sales, repairs and HQ functions as required.
• Monitor and analyse service KPIs and operational metrics; prepare reports and recommend corrective actions to meet targets.
• Coordinate cross‑functional workflows including inventory logistics for repairs/returns, CRM updates and communications with regional support teams.
• Support recruitment, onboarding and training initiatives focused on service excellence and brand standards.

Qualifications

• Proven leadership ability with experience coaching and developing client service or sales teams.
• Strong organisational skills and the capacity to manage multiple operational priorities under pressure.
• Excellent interpersonal and problem‑solving skills, with a client‑first mindset and high standards of discretion.
• Ability to interpret service KPIs and translate insights into operational improvements.
• Familiarity with luxury retail processes, appointment management and after‑sales service workflows.

Skills

Experience

Typically 3–5 years of progressive experience in luxury retail, client service or after‑sales operations with prior supervisory or assistant management responsibilities; experience working within global luxury brands is strongly preferred.

Education

Bachelor's degree in Business, Hospitality, Retail Management or a related discipline preferred.

Culture

Chanel's workplace culture emphasises meticulous craftsmanship, refined client service and professional discretion. Teams operate in a high‑performing, collaborative environment where brand stewardship, continuous learning and attention to detail are paramount.