Digital Platform Product Operations Professional (Fixed Term Contract)

About the role

For over a century, CHANEL has been committed to delivering exceptional client experiences that reflect its renowned legacy. In today's rapidly evolving technological and digital landscape, it is essential for the brand to connect with clients seamlessly and consistently, ensuring that every interaction upholds CHANEL's prestige. Chanel.com is CHANEL's digital flagship, a gateway through which clients discover the House, explore products and collections, access services, make purchases, and connect with boutiques.

What you'll do

• Perform incident triage by assessing severity, client and business impact, urgency, affected journeys, and required stakeholder involvement.
• Raise, prioritise, and manage incident tickets, ensuring issues are accurately documented, assigned, tracked, escalated, and closed in accordance with agreed service processes.
• Act as the primary coordination point for business stakeholders during high-impact incidents, providing timely, clear, and appropriately tailored status updates.
• Partner with Digital Solutions, Tech and corporate stakeholders at local, regional, global, and external vendors to investigate incidents, validate root causes, and drive resolution within agreed timelines.
• Drive preventive actions and continuous service improvements to reduce incident recurrence, strengthen platform stability, and minimise disruption to clients and business operations.
• Maintain visibility of release calendars, planned changes, dependencies, risks, and key business milestones; coordinate UAT activities including test scenarios, defect logging, and business sign-off.
• Ensure appropriate release governance including change documentation, approvals, go/no-go decision inputs, contingency planning, and rollback readiness; conduct pre- and post-release validation.
• Coordinate and communicate release schedules for key campaign pages, content, banners, and relevant platform features with internal stakeholders.
• Monitor campaign launches and key media activities to ensure incoming traffic lands on intended pages and client journeys perform smoothly without errors or broken links.
• Manage the end-to-end readiness of campaign-related onsite updates, including banner changes, content uploads, key landing pages, and onsite search keyword setup or optimisation.
• Identify, scope, and document platform enhancement opportunities based on business needs, operational issues, stakeholder feedback, and performance data.
• Manage assigned digital enhancement projects and workstreams end-to-end, from discovery and requirement definition through solution design, development coordination, testing, deployment, and post-launch review.
• Translate business needs into clear functional requirements and work closely with Global or Regional teams throughout solution design and development.
• Support the Product Owner with roadmap planning, backlog maintenance, and prioritisation by providing operational, technical, and market input.
• Monitor key website, campaign, and operational performance indicators to identify client-experience friction and improvement opportunities, consolidating findings into actionable insights and recommendations.

Requirements

• Bachelor's degree or equivalent in Digital, E-commerce, Marketing, Communications, Digital Media, Information Systems, Business, or a related discipline.
• A minimum of 6–7 years of relevant professional experience in website product management, digital platform operations, e-commerce operations, technical project management, or digital delivery within a large, complex organisation or global brand environment.
• Hands-on experience with enterprise digital platforms and tools, such as e-commerce platforms, CRM, CMS, OMS, WMS, web analytics, onsite search, and project-management tools.

Preferred qualifications

• Working knowledge of front-end and back-end website environments, system integrations, data flows, and the software development lifecycle is preferred.
• Experience in luxury, fashion, beauty, retail, or another premium client-centric environment is a plus.

Benefits

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