moi – Les Ateliers Manager

CHANEL & moi promise is the commitment of Chanel to deepen client relationship over time by offering meaningful services to preserve quality and longevity of our creation.

CHANEL & moi – Les Ateliers: offers a singular space to all our client dedicated to ultimate care and repair services to take care of their products.

We are looking for a Manager to join CHANEL & moi – Les Ateliers Zurich.

The position is a permanent contract beginning April 2026 and is based in Zurich with a few weeks of training to be spent abroad (Paris, London) before onboarding in Les Ateliers.

Job mission:

A true ambassador of the Maison and of excellence sought by CHANEL, you are the guarantor of ultimate care & repair service experience. Your management and follow-up of the care & repair service contribute to promoting CHANEL & moi Les Ateliers and building customer loyalty.

Directly reporting to the Boutique Director, you are part of the management team and work very closely with the regional and local of Fashion and Watch & Fine Jewelry aftersales teams.

Key Responsibilities:

Team management and leadership:

• Working with regional and local aftersales team and fashion and WFJ direction to build CHANEL & moi Les Ateliers plan and lead implementation

• Ensuring a strong governance and collaboration between CHANEL & moi Les Ateliers and the Boutique

• Recruiting, onboarding, developing, motivating, and training the team with clarity, empathy, and purpose

• Setting objectives and driving personal and collective performance through regular feedback and reviews

• Supporting team growth through coaching and operational guidance

• Allocating work between team members

Customers service and experience:

• Supporting customers throughout the repair journey (from welcoming the client to product return) in a proactive and personalized manner

• Handling complex or sensitive situations with diplomacy and reactivity to turn dissatisfaction into satisfaction and strengthen customer loyalty

• Acting as an ambassador of CHANEL's savoir-faire and service excellence

• Conducting CHANEL & moi Les Ateliers tour with strong story-telling

• Working closely with the marketing and learning teams to optimize the in-boutique client experience, mainly by contributing to the construction of dedicated action plans

Repair and quality process management:

• Coordinating repair flows between CHANEL & moi Les Ateliers, the repair centers, external partners, the Swiss Boutiques, regional aftersales, quality team and the CHANEL hotline

• Overseeing repair operations and ensuring quality control of completed repairs as well as compliance with CHANEL procedures and craftmanship standards

• Driving operational optimization

• Ensuring right equipment and tools at all time

• Monitoring product flows and consolidating repair-related data

• Coordinating with boutique teams (FA, Sales, Stock, Learning, Operations etc.) for all after-sales topics

Communication and knowledge sharing:

• Acting as a repair ambassador for the Maison, both internally (with Les Ateliers team and boutique team) and externally (with clients)

• Animating morning brief on CHANEL & moi and aftersales services

• Sharing technical know-how with team members

Reporting and performance analysis

• Sharing insights and KPIs report with Boutique Management and Fashion and WFJ Direction

• Identify key areas of improvement and implement dedicated action plan

Role Specifications / Profile:

• Significant retail (at least 5/6 years) & management experiences

• Leadership and ability to share purpose

• Strong Fashion and product consciousness

• Knowledge of aftersales is a plus

• Excellent relational skills and coaching attitude

• Strong attention to client experience and ultimate luxury service

• Capacity to handle complex situation with diplomacy

• Willingness to share knowledge and know-how with teams and customers

• Organization, rigor, sense of priorities and leadership

• Solution-oriented

• Analytical skills

• Fluent in English and German