Fashion Operations Manager

As Fashion Operations Manager you will be responsible to increase operational efficiency, staff experience and ultimately client experience in boutique during purchase and pos purchase through the deployment processes, tools, and projects.

The operational manager will be the expert on all standard operating procedures, systems and tools ensuring the smooth running of operations to enable the ultimate client experience and as such will oversee and direct the operations function within boutiques.

The operations manager will work closely with the boutiques leaders by imparting critical business knowledge and will be a key pillar to develop the roll out of the upcoming boutiques in Mexico.

Support teams’ management

Direct management of the Administration & Operations Supervisor, the Accountant Assistant and the Aftersales.

Support Fashion Director for the up-coming openings.

Ensuring the right understanding & execution of the Chanel Global vision and strategy by the team members.

Managing the support team in terms of recruitment, leadership, setting and monitoring individual goals of team members.

Identifying development areas of team members and proposing corresponding action plan, including trainings programs.

Conduct and organize briefings to the team.

Encourage team spirit, knowledge sharing and know how.

Ownership of all operational functions within boutiques

Own all operational functions within Boutiques, including inventory control, shipping, and receiving, after-sales, alterations, facilities management, security, resource planning/staffing, compliance, and expense management.

Key contact for regional to develop & implement new operational tools & requirements.

Leads Boutique tools deployment related to stock management (RFID), product management (Serial number tool), traffic management (traffic tool), payment (POS), client´s experience (Boutique Apps such as Queue Management) and after-sales.

In charge of the implementation and follow up of Chanel et Moi program.

Leads with team members Stock Team, Boutique Assistants, Alteration (where applicable) and Cashiers to ensure all operational procedures regarding sales, discounts, transfers. Stock adjustments, after-sales service and all other policies are followed.

STOCKS

Supervise the management, organization, and optimization of inventory to ensure product availability to sale in the right conditions and timing.

Alert on out of stock or over stock situations and propose corrective actions or transfer management between Boutiques in collaboration with the Merchandising Team.

Ensure the absence of inventory discrepancies.

Check the organization of stock taking.

AFTER SALES

Plays a key role in the orchestration of Chanel et Moi program locally in collaboration with regional counterpart and other local teams.

Supervise the management, organization, and optimization of after-sales activity within Care & Repair center (when applicable) and Boutiques to deliver best services to clients.

Supervise Artisans job and guide artisans in their role and development path together with Learning team and Global artisan community.

Provide the right working environment for Care & Repair in terms of equipment and tools.

Identify and monitor after-sales suppliers.

Identify and develop after-sales ambassadors within Boutique Team.

CASH

Supervise the management, organization, and optimization of cash management within Boutiques to deliver best services to clients.

Operations, optimization & improvements.

Builds the culture of operations excellence, optimization, and improvement in the Boutique.

Devotes time with relevant stakeholders on emerging and “tomorrow” topics like (but not limited to) Omnichannel processes, occupational health and safety, risk management and sustainability.

Constantly looks out for the operational best practices and applies them based on boutique specifications.

Systematically improves operational efficiency in the Boutique, including product flow, inventory management, process re-design, etc.

Orchestrate Boutique tools order (Uniform, packaging, others) and its implementation (guideline, timing).

Drive sustainability efforts within the retail environment.

Procedures & control

Be the ultimate expert on all standard operating.

Procedures, systems, and tools.

Boutiques SOPs may include General & VM, Housekeeping, Boutique Maintenance, Staff Grooming, Asset Protection, Occupational Health & safety, and others as necessary to achieve business objectives.

Ensure that Boutiques SOPs are rigorously followed and implemented, emphasizing where relevant to the teams the importance of compliance to internal standards & external regulations in upholding the brand image.

Work with stakeholders in formulating and updating Boutique (and market) SOPs that are pragmatic and applicable for day-to-day operations.

Ensure procedures and Boutique Charter Implementation in the back-office with all the procedures in force (cash register, inventory, stocking, security…)

Be strong with all process, procedures (Financial security, and all procedures) and support team for the new procedure’s implementation.

Guidance/Oversight of indicators.

Ensure that team members perform the required reporting to Boutiques for Boutiques Performance monitoring and for buying sessions (slow, bestsellers, miss opportunities, level of stock) more for sales manager and merch team.

Ensure that team members perform the required reporting for sales performance, reservations management, VM Display.

In collaboration with the sales managers, monitor the indicators (turnover, sell-through, traffic…) and propose the needed corrective actions.

Monitor with team members the various operational cost of Boutiques.

Maintenance/ IT / Security ​

Be the referent for Boutiques and work in collaboration with internal and external dedicated entities (guiding relations with providers and outside suppliers).

Contact with Boutiques Maintenance: maintaining the high level of CHANEL Luxury standards for the front office and good work conditions for staff mixing wellbeing and efficiency.

In charge of security: guaranteeing goods and people (staff and clients) security.

In charge of IT: ensure proper technical conditions for IT applications in collaborations with IT Team.

What are we looking for?

At least 5 years of retail operation experience, 3 years in team management.

Strong sensitivity to retail and client experience.

Driven by innovation and enjoy working in a fast-paced rhythm.

Detailed oriented and excellent organizational skills.

Excellent verbal and written communication skills.

Comfortable working with different departments and teams.

Strong collaboration mindset and team spirit.

Strong skills in managing and mentoring a team.

Previous working experience in fashion or luxury industry is a plus.

Strong project management skills with excellent attention to detail.

Ability to manage and oversee multiple projects concurrently.

Excellent communication and presentation skills.

Advanced Proficiency in Microsoft Office applications. 

Ability to work effectively in a collaborative team environment. 

Must be an organized team player with solid interpersonal skills. 

Self-motivated, team player, strong at collaborative working relationships. 

Experience working on multiple projects at the same time.

Fluency in English & Spanish is a must have , French is a plus.

You are energized by:

The history and heritage of The House of CHANEL.

Curiosity and desire to learn and grow professionally within the world of CHANEL.

Utilizing your organizational and attention to detail skills within multi-task projects in a dynamic, fast paced environment.

Building collaborative partnerships and relationships.

People leadership and development.

Fostering a meaningful client experience centered around inclusion and connection.

Being comfortable in the middle of complexity and ambiguity.

Creativity and innovation by testing, learning, and taking new risks.

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