About the Job:

Following the delivery of a re-platformed eCommerce website for the UK, we are looking to for an experienced IT eCom Product Manager to join the Client Solutions team and work with us to deliver the roadmap of evolutions for eCommerce, support its good functioning, as well as provide their expertise on other projects in our portfolio.

The Client Solutions team is composed of Business Analysts, Data Analysts and Project Managers working on delivering and supporting a variety of projects linked to Client Experience, across all CHANEL divisions (Fragrance & Beauty, Fashion, Watches & Fine Jewellery), and across all markets of the UK & Others Region (UK, Ireland, Canada, Mexico, Brazil, LatAm). These projects include eCommerce, CRM, Clienteling and many other exciting products which constitute the client’s journey with the brand.

What you’ll do

As the IT eCom Product Manager for the eCommerce platform, you will be the key point of contact for IT topics regarding eCommerce in the UK region.

eCommerce roadmap delivery

• Working closely with the business teams from each division, understand and analyse their requirements and priorities for the growth and evolution of the UK & Others eCommerce business
• Provide your eCommerce expertise to assess feasibility and impact of the requirements on UK systems and processes
• Coordinate with your regional IT colleagues to get their input on the requirements, as well as during the design and delivery of any changes in regional systems (from the eCommerce platform and OMS managed at a global level, down to the ERP, payment gateway, POS which are managed locally)
• Help the business teams in building an achievable, high value roadmap for their eCommerce strategies by providing valuable feedback and input
• Propose evolutions and improvements to the eCommerce landscape and processes, based on your expertise and collaboration with other teams and 3rd parties

eCommerce IT coordination

• Work closely with the Global team to coordinate around the regular releases, to ensure any impacts on global or regional systems are taken into account and managed with any relevant teams or 3rd parties
• Coordinate with regional teams to asses the impact on the eCommerce landscape of any changes in processes or systems (e.g. ERP version upgrade…)
• Act as an L3 eCommerce IT support point of contact, to contribute your expertise and analysis skills in resolving some of the more complex issues or incidents the teams may be encountering
• Regularly update core documentation to ensure the IT knowledge base is up to date and aligned with what is being delivered
• Contribute to the testing strategy for regular releases and new features, from a technical perspective
• Be the IT representative in regular eCommerce instances such as eCommerce steering committees

Omnichannel customer experience strategy

• Support the Client Solutions team in delivering projects which are linked to eCommerce, such as online appointment bookings or omnichannel clienteling experiences
• Use your experience and creativity to pro-actively propose ideas for the omnichannel journeys

You are energised by

• Working with a variety of teams locally and globally
• Building strong relationships with stakeholders within the business and IT teams
• Being curious about the brand and how technology can empower users as well as offer a best-of-class client experience
• Working in a lean team of dynamic business analysts and PMs
• Delivering exciting new features with robust and maintainable technical solutions
• Being the IT subject matter expert for eCommerce within the team

Key experience

• Extended eCommerce product management, across the whole ecosystem (eCom platform down to fulfilment and omnichannel features)
• Requirements gathering and gap analysis
• Functional and technical specifications
• Interface and functional architecture design
• Coordination with teams across the business (digital, marketing, operations, finance, logistics...)
• Coordination with external development teams, technical teams and 3rd parties
• Backlog management, prioritisation
• Testing plan and coordination
• Support contribution when complex issues require in-depth root cause analysis or long-term fixes

Systems

• Must – hybris
• Nice to have – Fluent, SAP, Cegid Y2, AX, Biztalk, Metapack, Adyen
• Optional – Salesforce

Soft skills

• Excellent team attitude, approachable and good communication skills, but strong enough to stand their ground in potentially complex meetings
• Excellent documentation and written skills (specifications, user stories, process flows, architecture diagrams…)
• Experience in project management (project plan follow-up, reporting, comms...)
• Experience in working on large projects involving multiple teams, multi-site and dependencies to other projects
• Rigorous in following, enforcing and proposing evolutions to agreed guidelines for the management of the product roadmap and support processes

Nice to have but not necessary

• Additional language (Portuguese or French)

About Us

CHANEL is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people's humanity and uniqueness so that they are free to bring their full selves to work and to their life's calling.

Inspired by our founder, Gabrielle Chanel, who constantly pushed boundaries in her personal and professional life, there is no one way forward at CHANEL. We offer a unique work environment where you are encouraged to better understand the brand, the business, and your motivations, so that together we can unlock the possibilities of your growth.

At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful, and caring in inspiring our people; fostering environments that reflect our strong values; encouraging and enabling inclusion; and investing in work and workplaces that foster collaboration and well-being. This is critical for the long-term success of our business.

Additional Requirements

• SAP Hybris
• Cegid Retail Y2