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About the Role
Assist in the daily running of the boutique, ensuring aftersales clients receive the ultimate luxury experience. The role involves client and repair management, from initial consultation to providing updates, and coordinating with in-house artisans. You will also manage back-of-house activities, including liaising with atelier teams, coordinating repair logistics, ordering spare parts, and managing stock.
Responsibilities
- Engage with clients to understand and facilitate their repair requests, providing appropriate solutions and keeping them informed.
- Diagnose product return reasons and determine the most appropriate solution (in-house repair, atelier repair, credit offer, or unrepairable identification).
- Perform express and minor technical repairs on leather goods and costume jewellery for client and stock items, adhering to CHANEL standards.
- Ensure timely and accurate completion of ACET administration and timely dispatch of repairs to workshops.
- Manage spare-part orders and inventory for the boutique.
- Build and maintain strong client relationships by responding promptly to queries and keeping relevant parties informed.
- Process client Credit Notes on POS and support administration to achieve company KPIs.
- Deliver training to Fashion Advisors on ACET projects within boutiques.
- Conduct interim stocktakes, monthly and quarterly repair audits, and accurately receipt deliveries.
- Develop and maintain expert product knowledge, sharing quality information with the Boutique team and Head Office.
- Liaise with Department Supervisor, Operations Manager, and Aftersales Manager regarding client complaints.
- Work closely with the Transport Department to ensure timely repair collections.
Requirements
- An outgoing and communicative approach with strong attention to detail.
- A good understanding of luxury leather goods, costume jewellery, and Ready-to-Wear garments.
- A good level of practical repair skills and the ability to perform minor technical and express repairs.
- Strong problem-solving skills and the ability to assess individual client requests and identify appropriate solutions.
- Empathy and strong listening skills, combined with a positive, open, and 'can do' mindset.
- An understanding of client expectations and strong communication skills.
- Experience managing workflow, prioritizing daily responsibilities, and meeting deadlines.
- Flexibility when responding to ad hoc requests.
- A collaborative approach and willingness to actively participate in team meetings and feedback sessions.
Skills
- Luxury leather goods knowledge
- Costume jewellery knowledge
- Ready-to-Wear garments knowledge
- Practical repair skills
- Minor technical repair skills
- Express repair skills
- ACET knowledge (beneficial)
- Problem-solving
- Client relationship management
- Communication skills
- Attention to detail
- Workflow management
- Prioritization
- Teamwork
Location
- CHANEL New Bond Street
Work Type
- Permanent
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
Benefits
- Private Medical Insurance covering pre-existing medical conditions
- Ability to add family members to Private Medical Insurance
- Online GP App with 24/7 appointments available within 24 hours
- Cycle Scheme participation
- Pension
- Life Assurance
- Retail Discounts across multiple retailers (Supermarkets, Gyms, Days Out, etc.)
- Employee Assistance Programmes
- Other Support Lines
- Multiple Platforms to support across Wellbeing
- Arts & Culture Ticket Discounts
- CHANEL Product Discounts
- Employee Only Sales
- Service Awards Programme (offering CHANEL Products, Retail Vouchers, Additional Holidays)
About the Company
- CHANEL is focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.
- The uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams.
- CHANEL values the perspective, experience, and potential that individuals can bring.
- Sustainability is one of CHANEL’s key performance drivers and is embedded into our ways of working.
- CHANEL requires continued collective action from all employees to deliver on its House Sustainability Ambitions across four key areas: Restoring Nature and Climate, Investing in Circularity, Advancing dignity and prosperity, Promoting the autonomy of women.
Equal Opportunity
- We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.