📌 Core Information
🔹 Job Title: Head of E-Business & Digital Communications - Fragrance & Beauty
🔹 Company: CHANEL
🔹 Location: Toronto, ON
🔹 Job Type: Full-Time
🔹 Category: Retail Luxury Goods and Jewelry
🔹 Date Posted: 2025-04-08
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Overseeing online business activities and digital communications for Fragrance & Beauty
- Leading E-Commerce and Digital activations to drive online sales and enhance customer experience
- Collaborating with various departments such as IT, Marketing, Digital Design, Operations, Logistics, Customer Care, Media, Creative teams, and CRM
- Managing the E-business team and operation on Chanel.com
- Responsible for managing all business and service aspects of Client Care within the Canadian market
ASSUMPTION: This role requires a strategic and collaborative leader with extensive E-Commerce expertise to drive digital growth and improve customer experience across multiple channels.
📋 Key Responsibilities
✅ Develop growth strategies, identify areas for improvement, and support the team to manage daily operations that drive online sales
✅ Track sales performance and key metrics to improve performance and enhance customer experience
✅ Evaluate the performance of promotional campaigns, making changes as needed to maximize effectiveness
✅ Work closely with departments such as marketing, CRM, supply chain, and customer support to ensure seamless integration across all functions
✅ Responsible for developing the strategy to drive acquisition and retention of customers through Digital Marketing channels
✅ Lead on the Paid Search strategy, utilising expertise to drive search and Google Shopping performance with weekly and quarterly business reviews
✅ Lead and produce key presentations for Stakeholder meetings across Media, Marketing and regional teams, sharing insights and strategy for performance to drive future planning
✅ Stay current with industry trends, technologies, and best practices in eCommerce
✅ Lead on digital strategy, and implementation for e-retail digital projects in Canada
✅ Manage conversations with senior external stakeholders at retail partner level, on all topics related to CHANEL e-boutique enhancements, and new content and product launches
✅ Contribute to the management of CHANEL e-boutique across all retailer sites to ensure campaign content and new product launches are delivered and live on time
✅ Assist the team to lead conversations with UK Digital Creative Team on the planning and development of assets to be used across all digital touchpoints for all CHANEL activity on retailer websites
✅ Develop and lead on delivering an inspiring and comprehensive vision of what Client Care at CHANEL should be to deliver ultimate luxury client experience across all forms of client communications from product and technique advice to complaints and product returns
✅ Overseeing the service delivery of the Client Care team, assessing systems functionality and required developments
✅ Create and maintain training programmes for the team to ensure the best introduction of new channels and systems, ongoing excellence of communication with clients and connectivity with the Divisions, their new products and the CHANEL vital behaviours and performance drivers
✅ Extensive knowledge of the Salesforce Service Console environment and set up and lead on partnering with IT using the end-user experience to deliver continuous improvement in systems efficiency
ASSUMPTION: This role requires a strong understanding of E-Commerce, digital marketing, and client care, as well as the ability to collaborate effectively with cross-functional teams and stakeholders.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Marketing, or a related field
Experience: 8+ years of experience leading E-Commerce teams in E-Commerce business roles
Required Skills:
- Strong knowledge of eCommerce platforms, technologies, and industry best practices
- Extensive experience of working with Business and IT Stakeholders
- Ability to work collaboratively and effectively with cross-functional teams
- Established people management skills with experience in developing teams
- Pro-active mindset with the ability to influence
- Proficiency in customer data analysis and business intelligence tools
- Strategic thinking coupled with a strong understanding of the day-to-day operation
- Deep understanding of Digital and Luxury online environment
- Exceptional organizational skills, able to set and meet deadlines with quality results
Preferred Skills:
- Bilingualism required to communicate effectively with our collaborators across Canada and the United Kingdom (French and English, both spoken and written)
ASSUMPTION: Candidates with a proven track record in leading E-Commerce teams and a strong background in digital marketing and client care are preferred.
💰 Compensation & Benefits
Salary Range: CAD 150,000 - 200,000 per year (Estimated based on industry standards for a Head of E-Business role in Toronto)
Benefits:
- Competitive benefits package
- Opportunities for growth and development
- Collaborative and inclusive work environment
Working Hours: Full-time, 40 hours per week
ASSUMPTION: The salary range is an estimate based on industry standards for similar roles in Toronto. The actual salary may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Retail Luxury Goods and Jewelry. CHANEL is a world leader in creating, manufacturing, and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewelry, and Watches.
Company Size: 10,001+ employees. CHANEL employs over 32,000 people worldwide, offering a unique working environment where people can grow, continue to be inspired, and feel included.
Founded: 1910. Founded by Gabrielle Chanel, the House remains dedicated to exceptional craftsmanship and offering high-end creations.
Company Description:
- CHANEL is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities.
- The House promotes arts, culture, and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.
- CHANEL fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organization and its people.
Company Specialties:
- Luxury fashion and accessories
- Fragrances and beauty products
- Jewelry and watches
- Retail and e-commerce
Company Website: http://www.chanel.com
ASSUMPTION: CHANEL is a well-established luxury brand with a strong global presence and a commitment to fostering an inclusive work environment.
📊 Role Analysis
Career Level: Senior management. This role involves leading a team and collaborating with various departments to drive digital growth and improve customer experience.
Reporting Structure: Reports to the F&B Director. The role will work collaboratively with local and regional departments across IT, Marketing, Digital Design, Operations, Logistics, Customer Care, Media, Creative teams, and CRM.
Work Arrangement: Full-time, on-site position based in Toronto, ON.
Growth Opportunities:
- Potential for career progression within the digital and e-commerce departments
- Opportunities to work on international projects and collaborate with global teams
- Access to learning and development opportunities to enhance skills and knowledge
ASSUMPTION: This role offers significant growth opportunities for the right candidate, including the chance to work on high-impact projects and collaborate with global teams.
🌍 Location & Work Environment
Office Type: Corporate office environment
Office Location(s): CHANEL Toronto Offices, ON
Geographic Context:
- Toronto is a multicultural city with a vibrant arts and culture scene
- The city offers a high quality of life with various amenities, including parks, museums, and entertainment options
- Toronto has a humid continental climate, with warm, humid summers and cold, snowy winters
Work Schedule: Monday to Friday, 9:00 AM to 5:00 PM, with flexibility for occasional overtime or weekend work as needed
ASSUMPTION: The work environment is collaborative and inclusive, with a focus on fostering growth and development for all employees.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening with the HR department
- In-depth interviews with the hiring manager and relevant stakeholders
- Final round interviews with senior leadership
Key Assessment Areas:
- E-Commerce and digital marketing expertise
- Leadership and team management skills
- Strategic thinking and problem-solving abilities
- Collaboration and communication skills
- Cultural fit and alignment with CHANEL's values
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Demonstrate your understanding of CHANEL's brand and values in your application materials
- Prepare examples of your past accomplishments in E-Commerce, digital marketing, and client care to discuss during the interview
- Research CHANEL's competitors and industry trends to show your knowledge of the luxury goods market
ATS Keywords: E-Commerce, Digital Marketing, Client Care, Sales Performance, SEO, CRM, Cross-Functional Collaboration, Team Management, Data Analysis, Strategic Thinking, Problem Solving, Bilingual Communication, Project Management, Stakeholder Engagement, Customer Experience, Digital Strategy
ASSUMPTION: The application process for this role is competitive, and candidates should be prepared to demonstrate their expertise and fit with CHANEL's brand and values.
🛠️ Tools & Technologies
- E-Commerce platforms (e.g., Magento, Shopify, Salesforce Commerce Cloud)
- Digital marketing tools (e.g., Google Analytics, Adobe Marketing Cloud, Hootsuite)
- Customer relationship management (CRM) software (e.g., Salesforce, HubSpot, Zoho CRM)
- Project management tools (e.g., Asana, Trello, Jira)
- Business intelligence tools (e.g., Tableau, Power BI, Looker)
ASSUMPTION: Candidates should have experience with relevant E-Commerce, digital marketing, and client care tools and technologies.
👔 Cultural Fit Considerations
Company Values:
- Craftsmanship: CHANEL is committed to exceptional craftsmanship and offering high-end creations
- Innovation: The House promotes arts, culture, and creativity, while investing significantly in key areas including research & development, sustainability, and innovation
- Collaboration: CHANEL fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organization and its people
Work Style:
- Collaborative and inclusive work environment
- Focus on fostering growth and development for all employees
- Opportunities for career progression and international collaboration
Self-Assessment Questions:
- How do your personal values align with CHANEL's commitment to craftsmanship, innovation, and collaboration?
- How have you demonstrated your ability to work effectively in a cross-functional team environment in previous roles?
- How do you approach continuous learning and development to stay current with industry trends and best practices in E-Commerce and digital marketing?
ASSUMPTION: Candidates should be prepared to demonstrate their fit with CHANEL's values and work style during the interview process.
⚠️ Potential Challenges
- Managing a team and collaborating with various departments to drive digital growth and improve customer experience
- Balancing strategic thinking and day-to-day operations to meet business objectives
- Adapting to a fast-paced and dynamic work environment
- Working in a high-pressure, high-visibility role within a prestigious luxury brand
ASSUMPTION: This role presents unique challenges and opportunities for candidates with strong leadership, collaboration, and adaptability skills.
📈 Similar Roles Comparison
- This role differs from related positions in its focus on leading E-Commerce and Digital activations for Fragrance & Beauty, as well as managing all business and service aspects of Client Care within the Canadian market
- Industry-specific context: The luxury goods market is competitive and fast-panging, requiring candidates with a deep understanding of the digital landscape and customer expectations
- Career path comparison: This role offers significant growth opportunities for the right candidate, including the chance to work on high-impact projects and collaborate with global teams
ASSUMPTION: Candidates should research similar roles and industry trends to demonstrate their understanding of the competitive landscape and career path opportunities.
📝 Sample Projects
- Developing and implementing a comprehensive digital strategy to drive online sales and enhance customer experience for Fragrance & Beauty
- Managing a team to deliver high-quality client care services across multiple channels, including phone, email, and live chat
- Collaborating with cross-functional teams to launch a new e-commerce platform, including migration of existing data and integration with back-end systems
ASSUMPTION: Candidates should be prepared to discuss their past projects and accomplishments in E-Commerce, digital marketing, and client care during the interview process.
❓ Key Questions to Ask During Interview
- What are the key priorities for this role in the first 90 days?
- How does this role fit into the overall digital and e-commerce strategy for CHANEL?
- What opportunities are there for growth and development within the digital and e-commerce departments?
- How does CHANEL support work-life balance for employees in this role?
- What is the company's approach to diversity, equity, and inclusion, and how does this role contribute to those efforts?
ASSUMPTION: Candidates should prepare thoughtful questions to demonstrate their interest in the role and CHANEL's brand and values.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare examples of your past accomplishments in E-Commerce, digital marketing, and client care to discuss during the interview
- Research CHANEL's competitors and industry trends to show your knowledge of the luxury goods market
- Follow up with the hiring manager one week after submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
