Chanel Hong Kong Limited 香港招聘

Client Care Advisor

The impact you can create at CHANEL

The main responsibility is to act as the first line of contact in addressing clients' inquiries and needs, dedicating the majority of workdays to handling cases independently; proactively solve issues while delivering a differentiated experience at every touchpoint and ensuring service standards are observed.
Engage clients and build long-term relationships by going the extra mile, keeping in mind clients’ satisfaction as a core service value.
Demonstrate sound understanding and knowledge of CHANEL’s products and services to be able to address majority of daily inquiries.
Assess whether a client issue can be resolved immediately in accordance with company policies; in the event that a complex case necessitates case consultation, prepare a handling proposal for facilitating a case discussion with a Client Care Expert.
Build strong relationships with boutiques and strengthen collaborative partnership to ensure smooth operations as well as seamless and consistent client experience.
Simplify the servicing experience by supporting clients through guided navigation, troubleshooting, personalized assistance and take part in providing advanced services ride on enhanced service catalog.
Ensure clear and complete handover or escalation of cases from Client Care to the respective functional teams; deliver concise and accurate data and insights gathered from clients.
Assist internal teams with their strategies by acting as an official communication channel for outbound engagements with clients (e.g., events & campaign).

You are energized by…

Creating exceptional client experience moments to ensure an unsurpassed luxury experience for existing and prospective clients.
Solving challenges and addressing queries by collaborating and leveraging extensive product and system knowledge that exists across divisions and markets.
Exploring and learning how to navigate various systems and channels, accurately capture both qualitative and quantitative client insights to drive a truly seamless experience for your clients.
Adopting new technologies and highlighting their benefits to encourage clients to utilize them, resolve problems, and address their needs.
An environment that advocates listening, co-creation, inclusiveness, client-centricity and agility in developing holistic solutions.
A workplace that provides you with opportunities to develop and supports you to be at your best.

What you can bring to the team…

Demonstrated client care experience and the ability to proactively address clients’ needs and resolve issues independently.
Excellent interpersonal and communication skills; ability to engage clients and build strong relationships internally and externally.
A positive attitude, empathy and resilience when addressing clients’ queries and needs.
Demonstrated adaptability to a variety of circumstances, creative problem solving and quick thinking to address queries and issues.
Possesses a ‘growth mindset’ and is self-motivated; demonstrates relentless curiosity to learn, willingness to reflect and embrace continuous self-improvement and development.

What you will learn / What CHANEL can offer you…

Opportunity to be part of a growing team that is focused on setting up and strengthening the client care experience in CHANEL.
Career and developmental opportunities in line with your aspirations; opportunity to grow with the House and to learn about CHANEL’s dynamic business.
Exposure to a comprehensive and thoughtful client care operations environment and to the platforms, technology and systems used to drive this function.

APPLY ONLINE

Head of Customer and Client, FBP, North Asia

About the Role

With the strategic intent to leap forward and set luxury retail standards in an increasingly complex environment, Fragrance and Beauty Products (FBP) North Asia plays a critical role in elevating the brand, both in equity and business performance. The regional team will have shared responsibility with markets for the delivery of business performance. It is the brand custodian for the region, developing a medium-to-long term strategy rooted in deep understanding of market dynamics and brand ambition, and serving as the bridge to drive knowledge-sharing between division and markets.

With the ambition to deliver the ultimate luxury experience and maximise the power of creation, we strive to:

Build a customer centric organisation that brings complementary capabilities between regional and local team resources.
Maximise the brand and business impact from the unique ecosystem of touch points in each market.
Create new standards of Retail for Luxury beauty: Connectivity, Complement and Consistency.

In this role, you will create intimacy and brand love through insights-driven design of personalised experiences for clients.

Impact You Can Create in The Role

In this role, you will be a member of the FBP North Asia Leadership Team reporting to the Director, Fragrance and Beauty Products, North Asia. You will bring deep understanding of customers and clients driven by Data and Insights, increasing customer loyalty and brand love through building meaningful connections in the client journey.

Customer Development Strategy

Develop and execute the customer strategy, driving long term client growth and retention, working closely with global and markets.
Brand led; data enabled. Alignment of all touch points of client strategy, including market difference to anticipate customer/clients’ needs and behaviour.
Define the customer and client segmentation strategy, in line with the overall brand and business direction.
Plan and prioritise client development and CRM investment priority.

Customer Journey and Experience Design

Lead with a customer/client vision to support the journey design framed by business objectives. Identification of end-to-end touch points. Develop guiding principles for journey design from specific persona lens to support markets.
Drive an insight–data culture. Review insights and feedback gathered, deepening customer knowledge to improve efficiency in driving satisfaction and loyalty.
Develop an audience-centric communication engagement calendar at different touchpoints for complementary brand and business impact.

Insights

Drive process and technology to enable client data management and analytics. Integration of client data throughout the journey.
Elevate data and insight capabilities and establish methods to gather holistic analysis across customer touchpoints.

Customer Engagement Program

Develop customer engagement framework for targeted audience journey.
Define gifting, event strategy and loyalty program development with global to enable speed to market.
Provide direction for budget planning and implementation.

You are Energised by

Strategic visioning, passionate and curious about customer/client experience.
Human centered design thinking enabled by digital and data.
Innovative and Influencing.
Change leadership, influencing to drive new ways of working.
Providing collaborative leadership, coaching and mentoring, and best practice sharing across the region. Attracting, developing and retaining the best talent; ensuring best practices in talent management.

What You Will Bring

In-depth understanding, strategic and business insights in customers and clients for luxury beauty industry.
Strong business acumen and vision to develop the client strategy with a long-term view.
Possess a brand-building mindset with client at the heart.
A seasoned change leader in navigating ambiguity and bringing clarity through simplicity.
A deep understanding of how to leverage data analytics to implement actionable strategies and solutions.
Unique understanding of customer landscape in North Asia markets.
Strong influencing and stakeholder engagement.
Program management and change leadership skills, enabling step change and drive impact.
A people leader passionate in developing and empowering teams.

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Retail Excellence Manager, North Asia

Impact You Can Create In The Role:

Boutique Leadership

Develop a core program of development for Head of Boutique and Deputy Head of Boutiques
Define key moments of engagement and animation of this community in synergy with Global Retail Summit
Animate the Talent Review at North Asia level
Design and co-lead with HR Business Partners the Talent development and assessment center

Boutique Employee Experience

Map and improve the employee experience for each engagement driver (recruitment, compensation, learning & development, tools ..)
Measure and improve employee engagement following surveys and feedbacks collecting.
Implement initiatives to continuously enhance Chanel Voices results, in collaboration with Global and P&O teams
Provide the right tools, communication and working environment

Boutique Performance

Identify common KPIs: work with Fashion Métiers, and finance retail specifics KPIs (image, people, service) and assure the best way of tracking and continuous improvement action
Owns the Retail People KPIs ecosystem : formulate and analyze the relevant retail metrics (turnover, vacancy..)
Engage and stimulate local markets to consolidate insights and action plan, in partnership with HR and Learning team

Retail People Excellence Community

Plays a key role in elevating the Fashion Retail people-centric mindset and understanding of the Brand vision and priorities in terms of People@Retail.
Establish a strong RetailxHRxL&D partnership and committee across markets through monthly and quarterly meetings. Optimize communication and qualitative input from markets (survey, best practice sharing,..)
Overall, builds a strong knowledge and feedback pipeline to frontline teams, and client feedback
Key referral on People@Retail projects and strong partner to stakeholders: corporate Tech and People & Organisation, across markets, and globally.

You are Energised by

Contributing to instilling the brand creative vision and the client relational promise through retail operations
Navigating complexity and supporting consistent transformation and change
Collaborating with passionate teammates
Working with different markets and teams
Foster creativity and initiate programs to test and learn

What You Will Bring

Passion for retail operations, bias for continuous improvement and excellence
Ability to communicate effectively and share vision
Hands-on retail and frontline experience
Project Management Expertise: Experience managing complex, multi-stakeholder projects with competing priorities
Focus on Outcomes: Prioritizing actions that deliver measurable value to the markets and end users.
Scaling successes : Experience scaling successful initiatives across larger teams or organizations
Continuous Learning mindset: Staying curious and open to learning new tools, methodologies, and trends

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Beauty Advisor

運用您的獨特經驗，您將可以在 CHANEL……

啟發顧客靈感，幫助他們綻放精彩
深入學習以發展美容文化
加入相互合作且包容的團隊
展現您對香水、化妝或護膚的熱情及專業知識
與顧客建立穩固的長久關係

您將獲得的體驗

您將在一個緊密合作且節奏明快的環境中工作，致力於創造意義非凡的顧客體驗。在實現目標的過程中，您將探索美容界的新趨勢和創新內容，同時獲得豐富的自我發展與學習機會。

Chanel對您的期望

具備出色的溝通與關係建立技巧。

對香水、化妝或護膚充滿熱情。

能夠適應快節奏且協作緊密的工作環境。

展示創意，並掌握相關美容趨勢的知識。

我們歡迎所有對美容零售有興趣的人士申請，無論您是否有相關經驗。

網上申請

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Chanel.