Head of Boutique, WFJ
Chanel · Macau
About the Role
As the Head of Boutique for the Watches and Fine Jewelry division, you play a pivotal role as a key ambassador of the House. You lead the boutique to embody the spirit, aesthetics, and service excellence of Chanel. You ensure that every aspect of the environment, client experience, and team behavior reflects the heritage, craftsmanship, and values of Watches and Fine Jewelry. You serve as the connector between the boutique and office teams, guiding the boutique toward both operational excellence and client‑centric leadership.
What Impact You Can Create at Chanel
Elevate the Chanel Image
Ensure visual merchandising, boutique presentation, and team grooming consistently reflect the elegance and refinement expected in Watches and Fine Jewelry.
Partner with the Visual Merchandising team to maintain compelling, precise, and inspiring displays at all times.
Foster a Client‑Centric Boutique Culture
Champion exceptional client experience standards, establishing long-term and meaningful relationships with clients, especially high‑value clients.
Demonstrate a deep, personalized understanding of clients’ lifestyles, preferences, and expectations.
Ensure service quality, after‑sales care, and the handling of client concerns are delivered with sensitivity and excellence.
Maintain accurate and insightful Client Experience Management data to support business planning and client development.
Develop and Inspire the Team
Lead with empathy, clarity, and high standards, serving as a role model for the team.
Coach team members in product expertise, client engagement, and selling skills, fostering a culture of continuous learning and development.
Conduct performance discussions and growth plans, partnering with Human Resources to recruit and retain talent.
Drive Business and Operational Performance
Lead daily, weekly, and monthly sales performance to achieve boutique targets.
Analyze business results and take actions to enhance performance.
Partner with the Product team to ensure appropriate stock levels, assortment, and product rotation.
Maintain strong operational discipline, including stock movement, transfers, policy adherence, and boutique workflow excellence.
Advance the High Jewelry Business
Support High Jewelry events and follow up to convert client interest into sales throughout the year.
Identify opportunities to introduce High Jewelry to both new and existing clients.
Share the storytelling and craftsmanship behind Chanel High Jewelry to build client appreciation and team confidence.
Coach the team to elevate their capability and comfort in presenting and selling High Jewelry.
You Are Energized By
Crafting extraordinary luxury client experiences
Leading, inspiring, and developing people
Upholding impeccable boutique standards and visual presentation
Understanding clients deeply and nurturing long-standing relationships
Sharing your passion for craftsmanship, artistry, and fine materials
Using insights, data, and human intuition to drive performance
Collaborating with cross-functional teams to bring the Chanel vision to life
What You Will Bring
Experience leading a retail team of at least five members, ideally within luxury Watches and Fine Jewelry or a comparable luxury category
Strong client engagement capabilities and the ability to build lasting relationships with high‑value clients
Solid understanding of boutique operations, including stock management and service processes
A refined aesthetic sense and strong appreciation for visual merchandising
Business acumen and confidence in analyzing and driving performance
Learning agility, problem‑solving skills, and a collaborative mindset
Professional gemology certifications such as GG, DGA, or FGA (advantageous)
Secondary education or above; a university degree is preferred
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.