Head of Retail Excellence & Performance, SEAA - Toa Payoh

apartmentCHANEL ASIA PACIFIC PTE LIMITED placeToa Payoh descriptionPermanent calendar_month24/7/25

About The Role

Retail Excellence is central to our client and people proposition at CHANEL. With 22 Boutiques across South-East Asia Australia and more in the pipeline or undergoing transformation, we are preparing for our next chapter of growth.

We will Leap Forward and scale to new heights!

A critical partner to Global and Market stakeholders, the Retail lead for SEAA will steer our transformation, empowering local teams to drive their business with clear standards & processes that deliver consistent retail excellence whilst partnering with our counterparts in Paris on upstream innovation that unlocks the ultimate boutique experience for all.

We are looking for an experienced Retail mind who can actively partner and influence, building a community of retail excellence in SEAA that harnesses the collective power, dynamism and diversity of this region to achieve aligned goals. Someone who has vision, thinks disruptively and constructively affects change.

Impact You Can Create In The Role

Build consistent foundations of operational and experience excellence to set the stage for the next phase of growth.
Partner with Client Experience, Client Care, Digital Solutions and Learning domains to orchestrate efforts in Clientelling and embed it into the retail strategy to boost recruitment, retention and reactivation.
Identify economies of scale, simplify process, automate and remove duplication to drive efficiencies, and cross market consistency.
Collaborate with People & Organization (P&O) teams to optimize the organizational structure, streamlining and empowering decision-making while ensuring the right expertise is in place to support the House’s vision. Establish clear development journeys to enable growth.
Drive a performance culture, with Intelligence, P&O and Learning teams, where actionable insights empower decision making and improvement on the boutique floor.
Guide markets in setting realistic sales targets based on comprehensive market analysis, reviewing across the annual finance cycle whilst governing retail investments at market and regional level
Continually evolve the incentive program to reflect the business context, drive the right behavior and motivate the boutique teams to achieve collective targets.
Champion the Fashion Advisor (FA) experience at CHANEL with a focus on well-being, development, flexibility & compensation.
Deliver innovation & transformation that enable enhanced client experience and FA efficiency through new tools, systems and services. Establish close working relationships with business partners across regional and global functions.
Be a voice of change and champion the needs of SEAA at the Global table. Guide markets on implementing globally or regionally cascaded initiatives.
Articulate a strategic vision for Retail in SEAA and translate to both annual and three-year action plans.
Foster a community of retail excellence in SEAA, sharing best practices and learnings for collective improvement.
Partner with the regional Fashion Director, the Head of Orchestration along with the Head of Retail & Client on Boutique re-openings pipeline and orchestration.

You are Energized by

Leading and collaborating with diverse teams at all levels of organization
Thinking innovatively of different ways to approach projects & challenges, leveraging insights, data, and strategic planning
Sensitivity to luxury retail and client experience
Being agile, flexible and able to deal with ambiguity
Leading courageously and able to challenge the status quo
Influencing critical topics and facilitating meaningful conversations in a non-hierarchal way
Working in a highly collaborative and matrixed environment

What You Will Bring

Strong understanding of retail dynamics and people
Strong analytic skills and be strategic and visionary
Strong influential skills to collaborate across metiers and markets
Exceptional strategic thinking and planning, passion for luxury retail
Energy, enthusiasm, and positivity
Multi-cultural sensitivity
Transformative leadership and performance-minded

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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