Digital Solution Analyst

About the Role

As a Digital Solution Analyst within the Hong Kong & Macau Tech & Digital Solutions team, you will connect business ambitions with technical delivery to shape scalable, high-quality digital solutions. Reporting to the Digital Solution Manager, you will partner with business divisions, functional teams, regional stakeholders,architectsand external system integrators to translate needs into seamless client journeys and practical solutions.

This is a hybrid business analysis and project delivery role with end-to-end ownership from discovery and solution design through testing,rolloutand adoption. Your focus will include CRM,clientelingand social messaging platforms such as WhatsApp Business Platform and WeChat/WeCom, together with their integration into the wider CHANEL ecosystem.

What Impact You Can Create at CHANEL

• Lead discovery workshops with Retail, Client Care, Marketing, CRM and Digital teams, mappingcurrentand target client journeys across boutiqueclienteling, appointment booking, campaign activation, post-purchasefollow-upand VIC services.

• Translate business needs into structured functional specifications, user stories, process flows, business rules, datarequirementsand acceptance criteria, with clear traceability to agreed journeys and use cases.

• Partner with Solution Architecture and Integration teams to shape CRM and messaging-based solutions across WhatsApp and WeChat/WeCom, including API integrations with Salesforce,Xstore,iCoco, Chanel.com and other regional or global platforms.

• Own day-to-day delivery coordination for assigned initiatives by managing milestones, dependencies, risks, scope changes,vendorsand cross-functional deliverables, while supporting budget and resource planning.

• Prepare functional specification documents, data maps, integration requirements, decisionmatricesand RFP materials that enable effective development, vendorevaluationand informed decision-making.

• Design and coordinate SIT and UAT, manage defect triage and release validation, and support cutover, go-live andhypercareto ensure quality and business readiness.

• Drive adoption by developing stakeholder communications, training materials, user guides and FAQs for boutique and back-office teams, then using feedback and adoption insights to guide continuous improvement.

• Help shape journeys for Chinese travelling clients and ensure local solutions reflect Hong Kong and Macau clientbehaviours, data privacyexpectationsand global standards.

You Are Energized By

• Turning complex business challenges into clear, client-centric digital solutions.

• Exploring how CRM,clienteling, WhatsApp and WeChat/WeComcan elevate luxury client engagement.

• Facilitating workshops, aligning diversestakeholdersand bringing clarity to ambiguous requirements.

• Working at the intersection of business, technology,operationsand client experience.

• Managing multiple workstreams in a fast-moving environment and seeing initiativesthrough fromconcept to adoption.

• Improving ways of working through disciplined documentation,insightand continuous feedback.

What You Will Bring

• At least 5 years of experience in business analysis, digital solution delivery ora hybridbusiness analysis and project management role, ideally within luxury retail,fashionor a premium consumer environment.

• Proven capability in client journey mapping, requirements elicitation, workshopfacilitationand functional specification drafting.

• Solid understanding of CRM,clienteling, omnichannel retail and digital client engagement. Experience with WhatsApp Business Platform, WeChat orWeComis a strong advantage.

• Conceptual knowledge of API integrations, systemarchitectureand data flows, with the ability to collaborate effectively with architects,developersand system integrators.

• Hands-on experience in SIT, UAT, defect management, vendorcoordinationand project delivery, including timelines,dependenciesand risk management.

• Familiarity with Salesforce, JIRA, Confluence,Miroor comparable platforms.

• Excellent stakeholder management and communication skills, supported by a structured,collaborativeand solution-oriented approach.

• Fluency in English and Cantonese and/or Mandarin.

What CHANEL Can Offer You

The opportunity to contribute to meaningful digital transformation within one of the world’s most iconic luxury brands, working across business and technology to create distinctive client experiences. You will be part of a collaborative environment that values curiosity, personalgrowthand collective progress, with opportunities to broaden your exposure across divisions,marketsand digital solution domains.

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.