Head of Boutique, WFJ

Client-Centric Excellence 

Drive a clienteling strategy that deepens relationships with top clients, expands WFJ opportunities across Fashion clienteles and travelling clients, and ensures every client touchpoint reflects CHANEL’s service standards. Leverage CEM data, client insights and market intelligence to strengthen engagement, conversion and long-term loyalty, while ensuring after-sales, complaints and service recovery are handled with excellence. 

High-End Business Responsibility 

Translate CHANEL’s High-End business strategy into clear boutique priorities and action plans. Partner with the High-End business team to build the team’s confidence in High Jewelry selling, identify client potential beyond event periods, and convert appointments, events and follow-ups into sustainable business growth. 

Merchandise & Inventory Mastery 
Collaborate with cross-functional teams to optimize product assortment, stock flow, and inventory accuracy. Inspire the team with each collection’s story and ensure efficient stockroom-to-shopfloor processes. 

Performance & KPI Focus 
Demonstrate business ownership. Lead the team to exceed sales targets through data-driven actions, client outreach, and service incentives. Monitor daily/ weekly/ monthly sales performance, variance analysis, annual/category target setting, sell-through, incentive recommendations, and clienteling indicators. Partner with management to align on goals and growth strategies. 

Operational Excellence 
Ensure smooth daily operations, accurate reporting, and compliance with all procedures. Adapt staffing to traffic patterns and share market insights to support business decisions. Responsible for safeguarding assets, service/repair follow-up, and disciplined compliance. 

Strategic Partnerships 
Champion One House collaboration across WFJ, Fashion and Fragrance & Beauty, as well as Styling, VM, Merchandising, Marketing, Learning and Insights. Build strong internal networks to grow WFJ influence across the boutique ecosystem, strengthen cross-métier capabilities and deliver shared business priorities. 

You are Energized by: 

• Creating exceptional client experiences that reflect the elegance and timelessness of CHANEL. 

• Inspiring and developing boutique teams to reach their full potential through coaching, feedback, and empowerment. 

• Upholding the brand’s image through meticulous attention to visual merchandising, boutique presentation, and team grooming. 

• Building meaningful relationships with clients, colleagues, and external partners to foster loyalty and trust. 

• Driving performance and results through strategic thinking, data-driven decisions, and a passion for excellence. 

• Collaborating across functions to bring collections to life and ensure seamless boutique operations. 

• Championing innovation and continuous improvement in service, product presentation, and team engagement. 

• Leading with purpose and authenticity, embodying the CHANEL spirit in every interaction. 

What You Will Bring 

• A university degree in any discipline, with minimum 10 years of experience leading large teams in dynamic environments. 

• Strong exposure to luxury retail, with experience leading watches & fine jewelry with a deep appreciation for brand heritage and client experience. Experience in leading Fashion business is an advantage. 

• GIA as a plus, excellent business analytics, strategic thinking, agility, relationship-building competencies, with ability to navigate matrix stakeholders. 

• Proven leadership capabilities, with a track record of inspiring, coaching, and developing high-performing teams. 

• Exceptional communication and interpersonal skills, with a natural ability to connect with clients and colleagues. 

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.