Fashion Retail & Systems Transformation Manager

Job Title: Fashion Retail & Systems Transformation Manager
Location: Barlow Place, London

Contract: Full-time, permanent
Reports to: Head of Fashion Operations & Transformation, UK Region

Your role @ Chanel:

In a context where seamless client journeys and strong operational efficiency are more crucial than ever, the UK Fashion Operations & Transformation department’s mission is to drive operational excellence in our boutiques, enhance the retail employee experience by providing the best tools, and lead strategic transformation projects.

We are seeking a dynamic, experienced, driven, business- and tech-savvy Fashion Retail & Systems Transformation Manager to act as the business owner for core operational platforms, including the deployment of our new Point of Sale (ORION), the evolution of RFID, integration with ERP (HERO), and other systems. You will bridge the gap between business needs and technology solutions by collaborating with various teams, leveraging cutting-edge technologies, and driving projects that directly enhance our brand’s customer experience and retail performance.

What impact you can create at Chanel:

New POS Project (ORION) Leadership:

• Project Management: Lead the end-to-end implementation of the new POS system from the business side, ensuring it meets business requirements, delivers exceptional in-store experience, and integrates seamlessly with other retail systems. Identify potential risks, share them with relevant stakeholders, and support action plans. Manage regular communications to the broader project team on project progress.
• Business requirements: Analyse business processes; collect and prioritise requirements for the three divisions; identify potential gaps and propose remediation plans for the ORION go-live and future releases.
• Testing & Quality Assurance: Oversee business-side UAT, ensuring new solutions deliver expected value and performance.
• Rollout: Co-define rollout strategies with tech teams and prepare a smooth business transition with minimal disruption to our retail environment.
• Stakeholder Engagement: Act as the main point of contact between business teams (three divisions, Retail, Merchandising, Marketing, Supply Chain Operations, Finance, etc.) and tech teams, including the global project team and the UK team.
• Change Management: Develop and deliver training materials for business users to increase tool adoption.
• Ongoing support: Provide ongoing support to operational teams, resolving system issues with the tech team and ensuring optimal utilisation.

Other Core Systems Project Management:

• Manage multiple transformation projects integrated with the POS, including ERP (HERO), RFID, Inventory, Clienteling (My360), Pioneer, CHANEL & moi (Aftersales tool), Digital Passport, and other core retail systems. Prioritise initiatives, define business needs, and coordinate project timelines.

Performance Monitoring & Continuous Improvement:

• Establish KPIs to measure system and process effectiveness and proactively identify areas for further improvement.

Regional Support

• Provide support to the Canada team, as needed, regarding their retail operations digital roadmap and strategy.

What you will bring to the role:

• Proven experience managing retail system implementations (POS, ERP, inventory, etc.), ideally in the fashion or luxury sector
• Excellent project management skills, with experience delivering complex and transversal initiatives
• Experience with change management and user adoption strategies
• Reliable, organised, and highly collaborative
• Strong communication, stakeholder management, and influencing skills
• Analytical mindset with a focus on process optimisation and business value
• Ability to manage multiple priorities with efficiency and pace
• Agile, flexible, open-minded and curious
• Excellent written and verbal communication skills in English; additional languages are a plus
• Bachelor’s or Master’s degree in Business, Information Systems, or related field is desirable

You are energised by:

• Driving Change and Innovation: You are passionate about leading transformation, introducing new systems, and championing innovative solutions that elevate both client and employee experiences.
• Solving Complex Challenges: You thrive when navigating ambiguity, connecting dots across multiple business functions, and finding creative ways to solve operational and technical challenges.
• Collaborating Across Teams: You are energised by working closely with diverse teams—from retail and merchandising to tech and finance—building strong relationships and fostering a collaborative spirit.
• Delivering Tangible Impact: You take pride in seeing your projects make a real difference, whether it’s enhancing in-store operations, improving system performance, or optimising processes for the business.
• Learning and Growing: You are curious by nature, always seeking to expand your understanding of retail technology, business processes, and the luxury fashion landscape.
• Empowering Others: You are motivated by helping colleagues adapt to change, supporting their development, and ensuring they have the tools and knowledge to succeed.
• Embracing Diversity and Inclusion: You value different perspectives, recognise the strength of diverse teams, and are inspired by Chanel’s commitment to an inclusive culture.

What you would gain from this experience:

• The opportunity to gain a deep understanding of the Fashion organisation, operating model, and retail ecosystem
• The chance to work on some of our largest global technological and transformational projects for the coming years, alongside diverse teams worldwide
• The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.

Benefits at CHANEL  

Our employee benefits have been created to support you across your professional and personal life by offering you:  

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories  
• Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more  
• Mental Wellbeing: Employee Assistance Programmes and Other Support Lines  
• Platforms: Multiple Platforms to support across Wellbeing   
• Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales  
• Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones  

 *Benefits are eligibility dependent and subject to change at any time   

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.