Head of Les Ateliers

Job description

Reporting to Head of Boutique, Head of Les Ateliers is responsible for managing a dedicated space and a team to deliver enriched after-sales client journey to all clients and to advocate Chanel & Moi commitment internally and externally. Head of Les Ateliers will serve a key role in a complex organization and ecosystem of Les Ateliers by bringing multi-expertise community together and by working closely with main boutique and across divisions.

Ultimate Space & People

·  In charge of overall performance and operation of Les Ateliers including managing the volume of repairs, client appointment assignment, and KPIs such as lead time;
·  Build one united team under Les Ateliers, connect with after-sales, alteration and WFJ leads for seamless collaboration and strong team spirit with clear direction, objective, motivation and engagement;
·  Feedback office team on client voice, operation and other insights gathered.

Ultimate Service

·  Ensure to deliver ultimate luxury after-sales service to clients by the team;
·  Actively advocate Chanel & Moi commitment to clients via storytelling;
·  Actively advocate Chanel & Moi commitment to the retail team and engage everyone to share the mission to provide ultimate luxury aftersales to all clients;
·  Assign appropriate team resources to clients based on clients' needs.

Governance & Operation

·  Enforce the governance & operating model across different locations and divisions;
·  Bridge and lead the communication among the retail ecosystem and office teams;
·  Communicate closely with expertise, HR, L&D, retail teams to recruit right talents and to co-build development plan;
·  Supervise all operational matters including stock taking, repair audit, and spare part orders.

What you can bring to the team

·  Ability to communicate vision and translate it into local action;
·  Strong leadership capability to build, develop, motivate, inspire and empower team;
·  Excellent communication and interpersonal skills to engage with diverse stakeholders as well as build strong relationship with clients;
·  Strong project management skill and planning skill;
·  Ability to identify problems with analytical and problem-solving skills;
·  Experience of client facing with good interpersonal skills;
·  Experience with successfully building and developing a team;
·  Experience with building up SOP and good understanding of governance.

We hope that you

·  Exhibit strong service mindset and are open-minded;
·  Possess proven track record in cultivating a culture of teamwork, service and people development;
·  Are quick at adapting in ever-changing environment, an avid learner, capable at dealing with ambiguity;
·  Are resourceful and curious with well problem-solving skills;
·  Hold at minimum a Bachelor's degree;
·  Are able to converse professionally in Chinese Mandarin and English.

Discover CHANEL & MOI - LES ATELIERS at https://www.chanel.cn/cn/fashion/services/chanel-et-moi/les-ateliers/