Job Mission:
CHANEL is committed to preserve and safeguard the incomparable quality of each creation. With that, the Chanel & Moi program was created, which reveals a series of aftersales initiatives and services, to demonstrate our lifetime engagement with clients and our CSR commitment.
To be ahead of the curve, HKMO Fashion organization will become the best in class as the center of experience and service distinction, and act as an influencer across Asia, to deliver the ultimate client experience and service.
The Chanel & Moi Ambassador plays an important role in the boutique to equip and reinforce the Fashion Advisor with the right capability to articulate the essence of CHANEL & Moi, and to partner with aftersales and alteration teams, and Les Ateliers, to provide the ultimate aftersales experience and client services, efficient and quality repairs, to our clients, showcasing the Chanel difference.
Key Responsibilities:
Chanel & Moi Development
- Supporting the Program Lead to prepare the local Chanel & Moi strategy and implementation roadmap.
- Being the in-charge of creating the culture of promoting the Chanel & Moi program.
- Being the primary contact of FAs for Chanel & Moi matters.
Implement Chanel & Moi at boutique level
- Equipping the FA with the right capability and build the confidence of the FA to articulate the essence of CHANEL & Moi, to create the emotional bonding with the client.
- Planning and conducting FA engagement activities regularly to advocate, educate and remind all FAs on the importance of Chanel & Moi.
- Leading the boutique team to communicate the Chanel & Moi with the client to promote the Chanel quality commitment.
- Driving and activating the Chanel & Moi initiatives in boutique together with CEME, RLDP and Program Lead.
- Partnering with the alteration and aftersales teams to provide the qualitative and seamless aftersales experience to our clients.
Chanel & Moi Performance Evaluation
- Partnering with the Program Lead and the Head of Boutique by introducing KPIs
- Conducting monthly reviews with RLDP, CEME, and FA to define clear Chanel & Moi ambition and to follow up on the progress.
Change Management
- Conducting regular debriefs to FAs on Chanel & Moi updates.
- Working with the Boutique in-charge and Learning team on training delivery relating to the evolution of the program.
- Acting as a change agent in the boutique to ensure the adoption of the tools and materials of Chanel & Moi.
- Introducing and arranging client visit to Les Ateliers, allowing client to have a deeper understanding of the Chanel’s craftmanship and savior-faire.
Role Specifications:
Work Experience
- More than 3 years of customer service experience, preferably from hospitality, concierge services.
- Previous after sales experience is a plus.
- 5 days work on shift.
Required Competencies
- Passion for storytelling.
- Observant and sensitive to client’s needs.
- Confident, collaborative and organized.
- Detail oriented, high sense of responsibility.
- People oriented with good relationship building skills.
- Excellent communication & interpersonal skills.
- Strong service driven mindset.
- Thrive working in a team environment.
Key Interactions / Stakeholders:
Internal
- Boutique
- Alteration and aftersales team
- Les Ateliers team
External
- Clients
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.
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What We Do
CHANEL is a private company and a world leader in creating, developing, manufacturing and distributing luxury products. Founded by Gabrielle Chanel at the beginning of the last century, CHANEL offers a broad range of high-end creations, including Ready-to-Wear, Leather Goods, Fashion Accessories, Eyewear, Fragrances, Makeup, Skincare, Jewelry and Watches. CHANEL is also renowned for its Haute Couture collections, presented twice yearly in Paris, and for having acquired a large number of specialized suppliers, collectively known as the Métiers d’Art. CHANEL is dedicated to ultimate luxury and to the highest level of craftsmanship. It is a brand whose core values remain historically grounded on exceptional creation. As such, CHANEL promotes culture, art, creativity and “savoir-faire” throughout the world, and invests significantly in people, R&D and innovation. At the end of 2019, CHANEL employed more than 28,000 people across the world.
