Digital Solutions Manager, Hong Kong and Macau
Chanel · Hong Kong
WHY THIS JOB MISSION
Clients and client advisors in Hong Kong and Macau expect digital experiences that are effortless, refined and true to the House, connecting boutique and digital touchpoints seamlessly. The market also sits at the intersection of Western and Mainland China digital ecosystems, creating both complexity and opportunity across platforms such as WhatsApp, WeChat and WeCom.
This role brings market ownership to CHANEL’s local digital product portfolio. It connects client and advisor needs with product strategy, experience design, business solution analysis and end-to-end delivery, ensuring that local solutions are relevant, scalable, adopted and continuously improved.
WHAT IMPACT YOU CAN CREATE AT CHANEL
- Define and maintain the vision, roadmap, priorities and measurable outcomes for HKMO digital products and channels, aligned with divisional strategies and the wider digital and data roadmap.
- Champion evidence-based, client- and advisor-centric experiences. Map end-to-end journeys, apply appropriate research and usability-testing methods, and translate local behaviours, needs and pain points into clear experience strategies and solution requirements.
- Prioritise what to build, improve, leverage or deprioritise by balancing client and advisor value, market relevance, business impact, feasibility, dependencies and scalability.
- Partner with Fashion, Watches & Fine Jewelry, Fragrance & Beauty and enabling functions to gather requirements, facilitate cross-functional workshops, validate assumptions, optimise processes and define user stories, business rules, data needs and acceptance criteria.
- Lead digital initiatives from concept through launch and sustained adoption, coordinating Regional Digital Solutions, Digital Factory, Technology and Architecture, UX teams, vendors and local stakeholders. Oversee testing, cutover, hypercare and change adoption while managing delivery risks and quality.
- Monitor product adoption, usability, satisfaction, delivery performance and value realisation. Use post-launch insights to continuously improve the roadmap and experience backlog, while representing HKMO requirements in regional and global platform decisions.
YOU ARE ENERGIZED BY
- Creating elegant digital experiences that strengthen client engagement and make everyday work easier for client advisors and business teams.
- Turning ambiguous business challenges and user insights into a focused product direction, practical requirements and measurable outcomes.
- Working across business, design and technology, bringing diverse stakeholders together and constructively challenging assumptions.
- Navigating a fast-evolving, cross-border digital ecosystem and adapting global or regional capabilities to the specific needs of Hong Kong and Macau.
- Owning outcomes beyond launch, learning from data and feedback, and improving products through a continuous build-measure-learn mindset.
WHAT YOU WILL BRING
- Proven experience in digital product or project management, business analysis or solution delivery, with exposure to product strategy and UX/experience design practices.
- Strong knowledge of digital platforms, client engagement tools, omnichannel journeys and evidence-based design methods including research, journey mapping and usability testing.
- Experience translating business and user needs into structured solution requirements, measurable improvements and successful delivery. Exposure to Salesforce, WhatsApp, WeChat/WeCom or omnichannel retail technologies is an advantage.
- Confidence briefing and reviewing work from UX designers and external partners, with working knowledge of design and prototyping tools such as Figma or Adobe Creative Suite.
- Excellent stakeholder management, facilitation and communication skills, with the ability to engage business leaders, architects, designers, delivery teams and vendors.
- Experience guiding analysts or cross-functional project teams. Fluent English is required; Cantonese and/or Mandarin is highly desirable for the HKMO retail context.
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.