Digital Platform Product Operations Professional (Fixed-term Contractor)

Position Title:     Digital Platform Product Operations Professional (Fixed Term Contract)

Department:       Media & Digital

Reports to:         Senior Digital Communications Manager

Why this mission

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. Chanel.com PMO is responsible for continuously elevating this experience, removing operational obstacles, enabling business priorities, and ensuring that every digital journey is reliable, relevant, and worthy of the CHANEL brand.

Function Overview and the Role

This role is a key member of the Chanel.com PMO, responsible for safeguarding the day-to-day performance, reliability, and continuous improvement of chanel.com in Korea.

The role will serve as a critical bridge between local business teams (e.g. E-business, Client, Marketing), Media, Tech, Legal and Regional & Global stakeholders, facilitating alignment, driving cross-functional collaboration, and ensuring effective communication across all parties to enable successful delivery of platform initiatives and operational excellence. The successful candidate will bring strong operational ownership and delivery discipline, with the ability to independently coordinate incidents, manage release and campaign readiness, and drive enhancement initiatives through to implementation.

The role requires a practical understanding of the end-to-end digital ecosystem, including front-end client journeys, content management, e-commerce, CRM, OMS, WMS, analytics, integrations, and back-end dependencies. By combining this understanding with knowledge of Korean luxury consumers’ digital behaviours, the role will identify operational risks and client-experience friction, coordinate timely resolution, and translate insights into actionable platform improvements.

While the Digital Product Owner remains accountable for the overall product vision, strategic roadmap, and major project direction, this role will provide strong ownership of platform operations, delivery orchestration, and operational planning. It will also contribute relevant data, operational insights, and technical considerations to support prioritisation and roadmap decisions.

Key Responsibilities

1) Platform Operations and Incident Management

• 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 a clear view of incident trends, operational risks, open issues, and improvement actions and provide regular reporting to relevant stakeholders.
• Provide feasible solutions proactively to address operational challenges and orchestrate the timely delivery of fixes or enhancements.  

2) Release, UAT and Change Management

• Maintain visibility of release calendars, planned changes, dependencies, risks, and key business milestones across local stakeholders.
• Coordinate UAT activities, including test scenarios, test data, acceptance criteria, defect logging, retesting, business sign-off, and launch readiness
• Ensure appropriate release governance is in place, including change documentation, approvals, go/no-go decision inputs, contingency planning, rollback readiness, and stakeholder communication.
• Conduct pre- and post-release validation to confirm that key client journeys, content, tracking, integrations, and functional requirements perform as intended.
• Coordinate post-implementation monitoring and review, capturing issues, learnings, and opportunities to improve future release quality and delivery processes

3) Campaign & Digital Experience Readiness

• Coordinate and communicate release schedules for key campaign pages, content, banners, and relevant platform features with internal stakeholders (e.g. business and media teams).
• Monitor campaign launches and key media activities to ensure that incoming traffic lands on the intended pages and that the client journey performs smoothly without page 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.
• Conduct pre-launch checks to confirm that campaign pages, links, content, onsite search results, and relevant functionalities are accurate, live, and aligned with the approved campaign plan.
• Coordinate the investigation and resolution of campaign-related issues, such as landing-page errors, incorrect redirects, or missing content.

4) Enhancement Delivery & Project Management

• 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, change management, and post-launch review.
• Translate business needs into clear functional requirements and work closely with Global or Regional teams throughout solution design and development, providing relevant technical, integration, dependency, and market-specific input.
• Understand the overall legacy architecture, system integrations, and data flows, and design market-specific solutions that integrate seamlessly with the existing technology landscape. Manage project scope, timelines, dependencies, risks, issues, testing, and launch readiness across local, regional, global, and external stakeholders.
• Manage end-to-end project deliverables, including change management activities such as updating training materials and operational guidelines for business users.
• Conduct post-launch reviews and reporting, capturing results, issues, lessons learned, and follow-up actions.

5) Product Planning & Roadmap Support

• Support the Product Owner with roadmap planning, backlog maintenance, and prioritisation by providing operational, technical, and market input.
• Maintain visibility of key initiatives, releases, dependencies, and delivery status across the platform agenda.
• Identify recurring operational issues, platform gaps, and emerging risks to inform future planning and client-experience improvements.

6) Insight & Performance

• Monitor key website, campaign, and operational performance indicators to identify client-experience friction and improvement opportunities.
• Consolidate data, stakeholder feedback, and operational observations into clear, actionable insights and recommendations.
• Support performance reporting for campaigns, project and enhancements, and contribute to continuous improvement of PMO processes.

Academic / Professional Qualifications

• 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 experience in 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.
• 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.

Required Competencies

• Operational Ownership Under Pressure: Remains calm, decisive, and accountable in fast-paced environments
• Structured Problem-Solving: Demonstrates strong analytical rigour and attention to detail - investigates issues thoroughly to identify root causes and drive sustainable resolutions.
• Delivery and Prioritisation: Effectively manages multiple concurrent tasks, projects, and stakeholders, balancing client impact, business value, urgency, and technical dependencies.
• Stakeholder Management and Communication: Builds trusted relationships across various stakeholders and external partners - communicates clearly and manages expectations with transparency and a solution-oriented mindset.
• Client, Brand and Data Mindset: Uses client insight, brand standards, business context, and data to identify meaningful priorities, make sound recommendations, and influence decisions.
• End-to-End Digital Acumen: Understands the connections between front-end client journeys and back-end platforms, including e-commerce, OMS, WMS, CRM, CMS, analytics, and integrations.
• Project Management Skill: Applies structured project management practices to plan and deliver digital initiatives end-to-end, effectively managing scope, timelines, dependencies, risks, resources, stakeholders, and change to ensure successful and timely delivery.