Head of Omni-Channel, FBP, SEAA

About The Role 

Across the diverse SEAA markets, the Fragrance & Beauty Products organization is focused on elevating brand equity, accelerating sustainable growth and delivering distinctive client experiences at every touchpoint. 

Reporting to the Director, FBP SEAA, the Head of Omnichannel is a key member of the regional leadership team. The role shapes and steers an integrated distribution and channel strategy across Local Markets and Travel Retail, defining where and how we reach and serve clients across physical and digital channels. 

As the regional business orchestrator, the role identifies and scales growth opportunities, evolves distribution models, elevates retail and channel excellence, and connects online-to-offline client journeys. It works closely with Global FBP, Global Travel Retail, markets and enabling functions to align priorities, investment choices and performance frameworks.

Impact You Can Create In The Role 

SHAPE THE OMNICHANNEL AND DISTRIBUTION STRATEGY 

• Shape the SEAA omnichannel and Distribution & Retail Network Strategy Mid-Term Plan, translating Global FBP ambition into a locally relevant regional roadmap. 
• Define the distinctive and complementary role of each channel to strengthen brand equity, client experience and sustainable growth. 

• Assess distribution models, identify white spaces and risks, and build robust business cases for new channels, services and growth opportunities. 

• Align markets and enabling functions around a focused portfolio of priorities, investment choices and sequencing 

ACCELERATE CHANNEL GROWTH AND PERFORMANCE 

• Establish a focused regional performance framework covering channel effectiveness, client experience, productivity, execution and investment impact. 

• Benchmark performance across markets and channels, constructively challenge gaps and translate insight into action. 

• Scale successful practices and reusable capabilities across SEAA while preserving market ownership of commercial decisions and results. 

• Improve visibility of channel economics, productivity and benefits realisation to support disciplined investm 

CONNECT CLIENT JOURNEYS ACROSS CHANNELS 

• Identify priority online-to-offline journeys and establish scalable experience principles that connect boutiques, advisors, digital commerce, remote engagement and services. 
• Partner with Client teams on clienteling, targeting and engagement priorities to frame the channel activation for the desired experience. 
• Work with markets to adapt journeys to local client behaviours, channel ecosystems and operational realities. 
• Define adoption and outcome measures and use insight to continuously improve client and business value 

ELEVATE RETAIL (OWNED AND WHOLESALE), E-RETAIL AND TRAVEL RETAIL EXCELLENCE 

• Define regional standards for retail excellence, service consistency, productivity and process improvement.  
• Strengthen boutique and advisor readiness for omnichannel journeys, digital tools and connected services.  
• Build e-retail excellence across digital shelf, content, e-merchandising and online brand presentation, in partnership with market commercial teams.  
• Partner with Global Travel Retail and markets to shape regional priorities, strengthen brand presence and scale best practices.  
• Build strategic relationships with relevant regional Travel Retail stakeholders and bring external insight on industry trends, client behavior and competitive dynamics. Partner with Global Travel Retail teams hosting TFWA in Singapore 
• Foster synergies, scale best practices and animate the community across regional and market teams. 
• Collaborate with Retail Education, Retail Architecture and Visual Merchandising to embed the required capabilities and experience standards. 

 PARTNER ON E-COMMERCE AND DIGITAL ENABLEMENT 

• Establish regional e-commerce growth priorities, benchmark market performance and identify opportunities that can be scaled across SEAA.  
• Challenge commercial plans and translate recurring business needs into clear regional priorities.  
• Partner with markets and Digital Solutions to strengthen digital products, platforms and e-commerce capabilities, including platform excellence, digital merchandising and conversion performance.  
• Contribute to the assessment of the future operating model while maintaining continuity in current market engagement and ways of working during the assessment phase.  
• Omnichannel leads the business and channel strategy. Digital Solutions enables this ambition through digital products, platforms and e-commerce operation capabilities.   

TRANSFORMATION AND MARKET CAPABILITY 

• Lead adoption of the omnichannel operating model and establish clear governance, decision rights and cross-functional ways of working.  
• Build market capability through pilots, playbooks, communities of practice and the rapid transfer of successful approaches.  
• Lead and develop the regional Omnichannel team, creating clear accountability, collaboration and a disciplined culture of continuous improvement.  

You Are Energized By 

• Being a strategic voice in shaping the future of Fragrance & Beauty across a diverse and fast-evolving region. 
• Connecting physical and digital channels to create distinctive, high-touch client experiences. 
• Balancing long-term brand ambition with commercial impact, disciplined investment and pragmatic execution. 
• Challenging established models, navigating ambiguity and aligning stakeholders around clear choices. 
• Building regional strategies that are globally inspired, locally relevant and scalable across markets. 

What You Will Bring 

• 10+ years of senior experience across omnichannel, distribution strategy, business development, retail, e-commerce or related commercial leadership roles. 
• Deep understanding of luxury beauty retail, distribution models, partner ecosystems and evolving client and channel dynamics. 
• Demonstrated experience shaping regional strategy, building business cases and translating ambition into prioritized roadmaps and measurable outcomes. 
• Strong commercial acumen, including channel economics, investment choices, performance management and benefits realization. 
• Experience designing or activating connected online-to-offline journeys, and knowledge of clienteling, CRM, e-retail and digital commerce operating models. 
• Strong stakeholder management, influencing and negotiation skills across Global, regional, market and frontline stakeholders. 
• Cultural sensitivity and strategic agility to navigate SEAA market diversity while building a cohesive regional agenda. 
• An inspiring and inclusive leadership approach that develops teams, mobilizes communities and drives transformation without relying solely on direct authority. 
• Excellent communication skills and the confidence to operate through ambiguity with clarity, accountability and pace. 

What CHANEL Can Offer You 

• Brand Legacy: In-depth exposure to the rich brand and cultural evolution of the House of CHANEL. 
• Leadership: Close collaboration with Market, Regional and Global leadership to shape strategic priorities. 
• Talent Development: A commitment to developing and empowering our people. 
• Collaborative Culture: An inclusive environment where diverse perspectives are valued and partnerships are fostered across functions and regions. 
• Support and Resources: Access to the resources, support and infrastructure needed to continue growing successfully. 

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.