Head of Retail Excellence, WFJ, SEAA & SG

Why This Mission:

Retail excellence is at the heart of achieving the ambition of WFJ in SEAA. With a high business ambition under an increasingly complex and rapidly changing business context, we need to establish WFJ dedicated retail structure and expertise in all aspects (talents caliber, supporting structure, and retail performance) to unleash the growth potential.

Leveraging Singapore's position as the central hub for luxury retail within the SEAA region, this role will spearhead the development and execution of strategic retail initiatives for WFJ. By launching pilot projects and establishing operational frameworks in Singapore, the role sets benchmarks for excellence that can be adapted and scaled across SEAA markets. This approach fosters strong cross-market collaboration, ensures consistent implementation of best practices, and drives the advancement of retail standards and business growth for Watches and Fine Jewellery throughout SEAA.

Impact You Can Create In The Role:

Reporting to the Director, Watches and Fine Jewelry, SEAA, this role will build the framework of Retail Excellence and Strategy for WFJ, SEAA including Business Development, People Strategy, and Retail Ecosystem and Performance in close partnership with WFJ Division in Paris, Fashion SEAA Regional Team, SEAA P&O, Finance, TDS, CS, Legal Teams and all SEAA markets.

• Retail Development
  
  

Focus on building WFJ retail foundation anticipating WFJ boutique opening and operational transition. Define Retail Excellence Strategy and roadmap for WFJ Division.

• Retail Strategy Development and Orchestration
• With clear understanding and assessment of each market in terms of both external and internal retail environment, identify growth potential, gaps, and missed opportunities in the markets
• With clear understanding and roadmap of WFJ SEAA ambition and supporting needs, define and align the retail priorities action plans with WFJ Director, WFJ Division in Paris, WFJ North Asia team, internal stakeholders (i.e. TDS, P&O, Fashion Division), and markets
• Orchestrate and cascade global and regional initiatives to markets
• Establish the clear differentiation and elevated client experience to showcase the House's ultimate luxury offer
• Lead the SEAA roll out of retail related strategic projects and coordinate the execution with the support of team and other functions. The scope of Retail Projects is including but not limited to the following:
• Design or update the WFJ retail operating model, covering boutique segmentation, structure, merchandising, stock, visual merchandising, events, client management, operations, procedures, and fashion collaborations.
• WFJ Retail Organization and People development: WFJ organization and structure design, Resource planning guideline and system development, Capability requirement and career path mapping, Compensation, and reward scheme design
• WFJ Retail Innovation adaptation, Project roll out: Understand the North Asia driven innovation project status and evaluate the relevancies for SEAA market. Represent the SEAA market needs to be incorporated. Drive SEAA implementation working with North Asia team and SEAA project support functions.
• Champion the delivery of an exceptional client experience by setting and maintaining high standards for selling ceremony and clienteling, equipping retail teams with the skills and tools in the boutique to deliver personalized, luxury service and foster lasting client relationships across all WFJ boutiques in SEAA.
• Collaboration with Fashion
• In Fashion network, where volume and recruitment through iconic products are focus:
• Ensure Fashion Retail Leaders are engaged and embracing WFJ categories role and importance of expressing the house's singularity, creativity together with Fashion
• Ensure WFJ category is on the top-of-mind of all Fashion Advisors and integrated into their client journey to complete the silhouette
• Ensure that Fashion network is equipped with the right talents and capabilities needed on the floor through WFJ experts (i.e. Timepieces and Fine Jewelry specialist)
• Ensure that Fashion & WFJ collaboration and synergy are present and working well in all markets of SEAA
• Retail Performance and Service Excellence
• Implement the relevant performance and service KPIs to indicate and monitor the retail performance consistently for markets, ensuring WFJ Retail Leaders are guided with right targets and KPIs to meet the business ambition and deliver the ultimate luxury house experience to the clients
• Closely monitor and analyse the performance indicators and share the insights and best practices to markets for continuous improvement, ensuringthat the WFJ Retail operation model, Boutique environment, SOP, Retail team organization and supporting systems (learning and development, communication and engagement, compensation and reward, health and safety, etc.) are established to achieve the business ambition and client satisfaction.Identify and implement the measure to elevate service standard and client centric mindset in boutique operation, ensuring all WFJ Advisors are equipped with the appropriate level of capabilities and competencies to elevate the legacy of the Brand and deepen the client relationship by introducing more exclusive creations and brand experience Share recommendations for market situations and facilitate/support the communication with the relevant stakeholders.
• Learning & People Development
  
  

Define a vision for WFJ Learning and build a short-term & long-term strategy around people, including capabilities, competencies, motivation and engagement, for SEAA as a key enabler of driving WFJ business ambition.

• WFJ Retail People Development Strategy and Orchestration
• Build the network of WFJ L&D experts in SEAA to elevate the category expertise and implement WFJ learning curriculum for the SEAA markets anticipating the boutique openings.
• Define SEAA L&D priorities based on the assessment of retail capabilities and competency and secure the relevant resources to support collaborating with the relevant stakeholders (WFJ Global L&E, WFJ Global High-End Business team, WFJ North Asia L&D, SEAA P&O Retail Learning, Other division regional L&D managers or markets)
• Facilitate the global or regional program execution orchestration to ensure the positive learning experience and outcome with real impact.
• Develop and nurture WFJ expert community and orchestrate the SEAA regional level execution to maximize the efficiency and improve economy of scale.
• WFJ Retail Engagement & Community Build
• Define the regional WFJ retail & learning community engagement strategy and roadmap and establish the platforms to learn and grow together to support WFJ business ambition.
• WFJ Engagement Program Design and Orchestration
• Design staff engagement programs to inspire relevant population to boost their passion and interest for WFJ category, specially Fashion retail leaders
• Design the forums to discuss the critical topics and priorities to maximize collective intelligence and consensus to create the bigger impact.
• Stay ahead and keep creating excitement for both retail and office staffs to drive more emotional engagement and motivation on WFJ
• WFJ Retail & Learning Community Animation
• With the support of team, lead the Retail & Learning Community. Always in the know of what is happening in the retail & learning mtier, especially WFJ Division priorities and market priorities/needs.
• Maximize best practice and learning sharing in the region and between North Asia and SEAA
  
  

You are Energised by

• Leading and collaborating with diverse teams at all levels of organization (Global regional market Retail and Learning teams, Regional Fashion teams, Market GMs and teams, various corporate functional teams such as P&O, Finance, IT, Client Care, Operation, Legal, Real Estate, etc.)
• Thinking innovatively of different ways to approach projects & challenges, leveraging insights, data, and strategic planning
• 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
• Building and leading teams aligned with a shared vision
• Working in a highly collaborative and matrixed environment
  
  

What You Will Bring

• Strong understanding of People especially retail staffs and markets
• Strong analytic skills and be strategic and visionary
• Exceptional strategic thinking and planning, passion for luxury retail and WFJ
• Energy, enthusiasm, and positivity
• Multi-cultural sensitivity
• Demonstrated experiences as a people manager, performance-minded and guiding teams through transformation
  
  

Key Measurement of Impact

• Retail performance: Sales evolution, distribution elevation, WFJ penetration
• Retail organization structure and stability: Employee satisfaction, attrition rate
• Retail team performance: Productivity, AUS, IPT, Client satisfaction, Client KPI evolution
• Retail operational efficiency and compliance (Audit)
  
  

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.