Business Solutions Manager

As the Business Solutions Manager for CHANEL Hong Kong & Macau, you will be the market-level owner and key contact for all business applications supporting operations across boutiques and corporate offices.

In the rapidly changing luxury retail environment, where customers expect a seamless blend of traditional elegance and cutting-edge digital engagement, your role is critical. HKMO markets are high-pace environments where operation efficiency, system reliability, and data accessibility are key for experience success.

The Tech & Digital Solutions team (T&DS) drives digital transformation for our client and retail experience in Hong Kong and Macau. This role ensures the successful delivery, evolution, and support of retail, corporate, and office applications (notably POS, traffic analytics, visual merchandising solutions, Advisors tools, and corporate productivity tools), in alignment with CHANEL’s omnichannel and digital transformation strategy.

You will act as the bridge between business and technology, collaborating closely with Regional Technology teams, local business stakeholders (Retail, Operations, Finance, People & Organization), and other HKMO T&DS team members. You will ensure market needs are translated into scalable, sustainable solutions, while maintaining alignment with regional/global platforms and governance.

What impact you can create at Chanel

• Market Application Ownership: Act as the primary point of contact in HKMO for all business applications (boutique and office), including POS (legacy and Oracle Xstore), traffic analytics, VM & Advisor tools, and corporate applications.
• Business Solution Analysis & Solutioning: Lead requirement gathering and analysis with business stakeholders.
• Project Delivery & Change Management: Own or contribute to project planning, scope, timeline, and delivery tracking.
• Application Run, Support & Service Management: Own the service performance and reliability of applications in HKMO.
• Governance, Vendor & Security Management: Ensure compliance with CHANEL technology standards, governance, and InfoSec frameworks.
• Stakeholder Management: Act as the trusted partner to local business teams (Retail, Boutique Operations, Office functions, Finance, People & Organization).
• Innovation & Continuous Improvement: Continuously assess the local application landscape to identify gaps and opportunities for optimization.

You are energized by

• Strategic Vision: Thinking strategically about the long-term tech and digital ecosystem and its impact on luxury retail.
• Collaboration: Working collaboratively with diverse teams, building strong relationships, and fostering collective progress.
• Ownership and Performance: Taking full ownership of your domain, driving performance, and seeing initiatives through to successful completion.
• Innovation: Continuously assessing opportunities for optimization, proposing new solutions, and fostering a culture of innovation and digital curiosity.
• Problem-Solving: Tackling complex challenges with an analytical mindset, attention to detail, and a focus on practical solutions.
• Client and Employee Experience: A deep passion for creating exceptional client and employee experiences through technology and digital enablement.
• CHANEL Values: Aligning with CHANEL’s brand values and contributing to an inclusive culture that nurtures personal growth.
• Resilience and Adaptability: Thriving in complex and ambiguous environments.
• Cultural Sensitivity: Operating effectively within a diverse and multicultural setting.

What you will bring

• Experience:

+ 5+ years of experience in Business Applications / Business Systems Management, Business Analysis and solution design, and/or Retail and omnichannel technology environments. + Proven experience delivering end-to-end projects across multiple stakeholders (local, regional, vendors). + Strong exposure to retail technology ecosystem: POS systems (ideally Oracle Xstore), Omnichannel integrations (OMS, eCommerce), Traffic analytics and boutique performance tools, Clienteling / CRM platforms.

• Functional & Technical Skills:

+ Strong capability in requirement elicitation, process mapping, functional design, managing user stories, backlog, and testing cycles. + Proficiency in solutioning with architects and technical teams, conducting feasibility studies, cost-benefit analyses, and solution evaluations.

• Leadership & Soft Skills:

+ Strong stakeholder management and communication skills, with the ability to bridge business and technology effectively. + Analytical mindset with problem-solving capability and attention to detail.

• Personal Attributes:

+ Strategic thinker with long-term vision on tech and digital ecosystem. + Collaborative and relationship-oriented. + Performance-driven with strong ownership mindset. + Resilient and adaptable in complex environments. + Culturally sensitive and aligned with CHANEL brand values.