Business Solutions Manager

As the Business Solutions Manager for CHANEL Hong Kong & Macau, you will be the market-level owner and key contact for all business applications supporting operations across boutiques and corporate offices. In the rapidly changing luxury retail environment, where customers expect a seamless blend of traditional elegance and cutting-edge digital engagement, your role is critical. HKMO markets are high-pace environments where operation efficiency, system reliability, and data accessibility are key for experience success.

The Tech & Digital Solutions team (T&DS) drives digital transformation for our client and retail experience in Hong Kong and Macau. This role ensures the successful delivery, evolution, and support of retail, corporate, and office applications (notably POS, traffic analytics, visual merchandising solutions, Advisors tools, and corporate productivity tools), in alignment with CHANEL’s omnichannel and digital transformation strategy. You will act as the bridge between business and technology, collaborating closely with Regional Technology teams, local business stakeholders (Retail, Operations, Finance, People & Organization), and other HKMO T&DS team members. You will ensure market needs are translated into scalable, sustainable solutions, while maintaining alignment with regional/global platforms and governance. The role also acts as a strategic advisor to local leadership, proactively identifying opportunities to leverage technology for enhanced client experience, boutique performance, and corporate efficiency.

Additionally, this position incorporates a Business Solution Analyst dimension, driving requirement gathering, impact analysis, feasibility assessment, and solution definition in partnership with architects and regional teams, ensuring high-quality delivery and user adoption. This includes conducting cost-benefit analyses, evaluating solution alternatives, and producing detailed functional specifications. The role also plays a critical part in service reliability, acting as the local owner of application performance, support coordination, and continuity in case of incidents or disruptions, encompassing Business Systems Management accountability for the local application portfolio.

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  5+ years of experience in Business Applications / Business Systems Management, Business Analysis and solution design, and/or Retail and omnichannel technology environments.

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  Proven experience delivering end-to-end projects across multiple stakeholders (local, regional, vendors).

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  Strong exposure to retail technology ecosystem: POS systems (ideally Oracle Xstore), Omnichannel integrations (OMS, eCommerce), Traffic analytics and boutique performance tools, Clienteling / CRM platforms.

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  Experience working within a luxury Maison or premium retail brand with high expectations for client experience.

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  Exposure to ITIL / IT Service Management frameworks and incident/problem management processes.

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  Experience with corporate application environments (ERP, HRIS, Finance systems) and and/or data and analytics platforms is a plus.

• Strong capability in requirement elicitation, process mapping, functional design, managing user stories, backlog, and testing cycles.

• Proficiency in solutioning with architects and technical teams, conducting feasibility studies, cost-benefit analyses, and solution evaluations.

• Good understanding of application lifecycle, system integration, data flows, solution architecture, data governance, IT security fundamentals, and data privacy regulations relevant to HKMO.

• Experience with Agile / project delivery methodologies.

• Proficiency with project management and collaboration tools (e.g., Jira, Confluence, ServiceNow, MS365).

• Strong stakeholder management and communication skills, with the ability to bridge business and technology effectively.

• Analytical mindset with problem-solving capability and attention to detail.

• Proven ability to work in cross-functional and multicultural environments, manage complexity and ambiguity, influence decisions, and drive alignment.

• Strong facilitation skills to lead workshops, drive consensus, and navigate competing priorities.

• Fluent in English; Cantonese and/or Mandarin proficiency is a strong advantage given the strong Retail exposure.

• High degree of integrity and discretion when handling sensitive business data and strategic information.

• Strategic thinker with long-term vision on tech and digital ecosystem

• Collaborative and relationship-oriented

• Performance-driven with strong ownership mindset

• Resilient and adaptable in complex environments

• Culturally sensitive and aligned with CHANEL brand values

• Naturally curious about technology trends and passionate about creating exceptional client and employee experiences through tech and digital enablement

• High degree of integrity and discretion when handling sensitive business data and strategic information

At Chanel, we are you 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.