Retail Operations Manager

Job description

About The Job

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.

About the role:

As the Operations Junior Manager, you will support operational efficiency and staff experience across our Brazilian boutiques, ultimately enhancing the client journey both during and after purchases.

You will focus on implementing processes, tools and projects aligned with CHANEL’s global vision, ensuring seamless daily operations and supporting the rollout of new boutiques in Brazil.

This role will act as a key reference for operational procedures, boutique systems and tools, working closely with the Fashion Director and boutique teams to deliver exceptional client experiences and operational excellence.

Responsibilities:

Team Support & Management

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Directly supervise Administration, Cashier, Stock Controller and Aftersales teams.

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Work closely with Boutique Directors and cross-functional teams including IT, Logistics and Finance.

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Support the Fashion Director with upcoming boutique openings in Brazil.

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Ensure teams understand and implement CHANEL’s global operational vision and strategy.

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Monitor team performance, development and training needs related to operational procedures.

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Organize team briefings and promote a collaborative and knowledge-sharing environment.

Boutique Operations

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Oversee all operational functions within boutiques, including inventory, shipping and receiving, after-sales services, alterations, facilities, security, staffing compliance and expense control.

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Act as the main point of contact for the deployment of new operational tools and systems in Brazil.

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Lead the implementation and adoption of boutique tools such as RFID stock management, POS systems and Queue Management applications.

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Ensure the correct implementation and monitoring of the Chanel et Moi program.

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Work closely with Stock Teams, Boutique Assistants and Cashiers to ensure operational policies are followed.

Inventory & Stock Management

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Supervise inventory organization and optimization to maximize product availability.

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Partner with the Merchandising team to identify and resolve out-of-stock or overstock situations.

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Prevent inventory discrepancies and oversee stock-taking procedures.

After-Sales & Client Care

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Coordinate the Chanel et Moi program locally in partnership with regional and global teams.

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Supervise after-sales activities in Care & Repair centers and boutiques.

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Support the development of Artisans in collaboration with Learning and Global teams.

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Ensure appropriate tools, equipment and operational standards for Care & Repair activities.

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Manage after-sales suppliers and develop after-sales ambassadors within the boutique teams.

Cash Management

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Oversee boutique cash management processes to ensure secure and efficient transactions.

Operations Optimization

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Promote a culture of operational excellence and continuous improvement across boutiques.

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Address operational topics including omnichannel processes, health and safety, risk management and sustainability.

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Identify and implement operational best practices tailored to boutique environments.

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Manage operational orders such as uniforms and packaging, ensuring proper guidelines and timelines.

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Lead sustainability initiatives within the retail environment.

After-Sales – Special Projects

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Support the development and implementation of the new Repair Center at Cidade Jardim.

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Ensure operational readiness of the Repair Center as a regional hub aligned with global standards.

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Support the structuring, development and mentoring of the Repair Center team.

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Ensure full operational readiness for boutique openings, including equipment, supplies and team training.

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Maintain high standards of leadership, cross-functional collaboration and operational continuity across repair operations.

Technical Knowledge and Skills:

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Previous experience in boutique operations, retail or related fields preferred.

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Strong organizational, communication and leadership skills.

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Ability to collaborate effectively in a dynamic and multicultural environment.

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Proficiency with retail management systems and operational tools.

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Fluent Portuguese and proficient English (French is a plus).

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Minimum of 2–3 years of team management experience.

What you will bring to the team:

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Strong leadership and people development mindset.

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Operational rigor and attention to detail.

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Ability to build strong partnerships across boutiques and internal teams.

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Proactive approach to improving processes and operational performance.

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Commitment to delivering exceptional client experiences.

You are energized by:

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Supporting operational excellence within a luxury retail environment.

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Building strong and collaborative relationships across teams.

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Leading operational projects and boutique openings.

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Solving complex operational challenges in a dynamic environment.

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Contributing to the CHANEL client experience through efficient operations.