Operations Manager

Reports to : Boutique Manager

Contract : Full-time and Permanent position

Location : Vancouver Boutique (in Holt Renfrew)

Your role @Chanel :

To lead the Heart of House team in its execution of operational and administrative duties, whilst maintaining the CHANEL standards of excellent customer service, product knowledge, personal presentation, and teamwork at all times.

What impact you can create at Chanel :

Customer Experience / Customer Relationship

• Establish and maintain strong client relationships by responding promptly and appropriately to all internal and external queries while ensuring that all clients are kept informed as appropriate
• Provide the highest level of customer service to colleagues at all times, including prompt response to requests from Clients, Boutique Management and Head Office.
• When assisting on the boutique sales floor as needed, apply CHANEL standards of customer service such as welcoming clients, presenting new collections, escorting clients to the door as appropriate

Back Office Workflow

• Collect information and data for statistical and financial reports for the Boutique and Head Office
• Maintain a variety of statistical records for the boutique
• Conduct mid-month estimate with Boutique Managers
• Code all invoices, keep records and send to the Head Office
• Update store policies / procedures manuals as per update from Head Office
• Become a boutique super-user for all back office systems
• Process bank deposits (free-standing boutiques) and perform cash registers’ daily reconciliations and forward them to Head Office
• Ensure prompt ordering of stationery and boutique supplies (use of Company Card)
• Prompt handling of telephone calls in a pleasant and professional manner, providing relevant information and taking accurate messages and / or direct telephone calls

Boutique Operations

• Coach operations and sales team to ensure compliance with Standard Operating Procedure’s as outlined by the company
• Oversee and maintain efficiencies to complete shipping & receiving daily, ensuring all parcels are addressed within 24 hours
• Oversee stock organization to create a standard that supports driving business results and increasing sell through
• Ensure secure and accurate use of the cash register, including the opening, balancing, checking and closing and forwarding them to Head Office (free-standing boutiques)
• Assist in the process for both international and local boutique repairs in a timely manner (keep accurate control records of all customer repairs;

ensure repairs are sent to Paris, Switzerland, and local authorized vendors; communicate repair status to clients and front of house staff)

• Assist in minor accessories and watch repairs
• Assist in keeping all watch inventories current and that the proper supplies of parts are available for repairs
• Communicate with contractors / vendors, management / IT to provide services for the boutique
• Keep accurate records of outgoing goods on loan to clients and merchandise sent to the cleaners and local authorized repair shops

Fashion Division Support

• Work with the Boutique Director and Boutique Manager to order, organize and allocate staff uniforms
• Communicate with Paris to order spare parts and alterations supplies
• Work with the Fashion Director and Boutique Manager & communicate with Head Office to order and allocate all communication tools for sales staff
• Assist the Fashion Director and Visual Merchandiser to coordinate with Paris and local teams for all orders and invoices in relation with the Visual Merchandising
• Develop and maintain expert standards of product knowledge to be shared as appropriate

Team Spirit

• Communicate and coordinate appropriately and effectively with colleagues and management within own and other Boutiques, as well as with CHANEL Head Office as required
• Work effectively and efficiently within the team, ensuring memos and information notices are current and posted in designated areas
• Apply a helpful and courteous manner towards all colleagues, remaining reliable, supportive and flexible as the business demands
• Ensure absolute confidentiality of the Company’s commercial activities and internal affairs at all times
• Assist Operations Assistant in the preparation and organization of cycle counts and annual boutique inventories
• Assist with the preparation, as well as attending regular events including special events, promotions, stock taking etc.
• Adhere to relevant Health & Safety and Security procedures and guidelines at all times

Merchandising / Image / Product

• Establish and maintain working knowledge of current merchandising guidelines as well as the ability to maintain set standards at all times
• Check the quality of incoming and outgoing merchandise, ensuring that each product has the correct ticket and that products are boxed and / or wrapped following the appropriate guidelines

Personal Presentation / Image

• Adhere at all times to dress code, grooming and conduct guidelines as specified within the CHANEL Charter
• Ensure that back-office areas are kept clean and well-organized at all times

Training / Personal Development

• Successfully participate in and complete any training provided, acquiring and applying high standards of customer service and product knowledge
• Actively and positively participate in any meetings arranged

What you will bring to the role :

• Successful experience of at least 4-6 years in leadership retail operations and / or stock experience.
• Detailed oriented and excellent organizational skills;
• Excellent verbal and written communication skills;
• Comfortable working with different departments and teams;
• Strong skills in managing and mentoring a team;
• Fluent English, French a plus.

You are energised by :

• Leading a high-performance team
• Working with autonomy, but also with support from your leadership team

What you would gain from this experience :

• Developing your leadership skills
• Having accountability and recognition for your own success
• Base salary : $105,000CAD-$110,000CAD per year

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.