Customer Operations Manager Jobs in Toronto, ON (NOW HIRING)

Location: CHANEL Flagship Boutique (in Yorkville)

Reports to: Boutique Manager - Fashion

Contract: Full-time and contract position (18 months - July 2026 - January 2028)

Your role @ Chanel:

To oversee and direct the operations functions for the Boutique to maximize productivity. The Operations Manager will be the expert on Standard Operating Procedures, systems/tools and ensuring the smooth running of operations to enable the ultimate client experience.
Your Impact @ Chanel:

Customer Experience/Customer Relationship

• Build, maintain and follow-through on strong client relationships, responding promptly and appropriately to all internal and external queries via telephone, email, or mail.
• Assist on the sales floor as needed, applying CHANEL standards of customer service including welcoming clients, presenting new collections, escorting clients to the door as appropriate

Heart of House Workflow

• Ensure secure and accurate use of the cash register, including the opening, balancing, closing, invoice retention, and bank deposits* (*free-standing boutiques only)
• Oversee and maintain efficiencies to complete accurate shipping & receiving daily, ensuring all parcels are addressed within 24 hours
• Maintain and improve the inventory integrity for all three divisions (prevent damages, losses, discrepancies, and execute Cycle Counts, RFID, Year End Inventory)
• Oversee stock organization and optimization to create a standard that supports driving business results and increasing sell through
• Oversee and understand the savoir faire of RTW alterations, and align with Global guidelines, expertise and experience
• Create, maintain and manage all Boutique invoices through our internal system
• Managing a budget and forecasting expenditures for a multi-faceted Boutique

Boutique Operations

• Lead the change management within the boutique through various project, be proactive, and take initiative when required
• Be the ultimate expert on all Standard Operating Procedures, Systems and Tools to act as a resource & trainer for the entire Boutique Team

• Lead and oversee the Chanel et Moi after-sales within your Boutique, including repair intake/lead-times, local/international repairs, spare-parts, execute minor in-store repairs, and delivering an exceptional client experience at every stage
• Uphold the Boutique maintenance standards by communicating with contractors/vendors, management/IT to provide services for the boutique

• Work with the Boutique Director and Boutique Manager to order, organize and allocate staff uniforms

Team Spirit & Development

• Foster effective communication and collaboration within the team and with Head Office.

• Adhere to relevant Health & Safety and Security procedures and guidelines at all times
• Coach, inspire and develop the heart of house team

Merchandising/Brand Image/Product

• Establish and maintain working knowledge of current merchandising guidelines as well as the ability to maintain set standards at all times
• Check the quality of incoming and outgoing merchandise, ensuring that each product has the correct ticket and that products are boxed and/or wrapped following the appropriate guidelines

Personal Presentation/Image

• Adhere at all times to dress code, grooming and conduct guidelines as specified within the CHANEL Charter
• Ensure that back-office areas are kept clean and well-organized at all times

Training/Personal Development

• Successfully participate in and complete any training provided, acquiring and applying high standards of customer service and product knowledge
• Actively and positively participate in any meetings arranged

Responsibilities listed are not exhaustive; additional and more detailed duties will be shared during training stage.

What you will bring to the team:

• Detailed oriented and excellent organizational skills;
• Excellent verbal and written communication skills;
• comfortable working with different departments and teams;
• Strong skills in managing and mentoring a team;

Position Logistics:

• Successful experience of at least 4-6 years in leadership retail operations and/or stock experience.
• Ability to lift approximately 15-20 lbs
• Boutique Management: Requires in-store presence to develop and coach teams, ensure boutique image and operational standards are upheld, and deliver elevated client service to drive business results
• Fluent English, French a plus.

You are energized by:

• Leading a high-performance team and supporting the growth & development of individuals
• Working with autonomy, but also with support from your leadership team

What you'll gain:

• Developing your leadership skills
• Having accountability and recognition for your own success
• Competitive base salary: 95k-100kCAD annually + bonus

Benefits at CHANEL:

Our employee benefits have been created to support you across your professional and personal life by offering you:

• Health & Wellness - Private medical and dental insurance, long-term disability coverage, life insurance, and accidental death and dismemberment insurance. Plus, the option to add family members. Financial Security - A strong company pension plan and bonus program to help you plan for the future.
• Time to Recharge - Enjoy generous vacation days, sick leave, CSR (volunteering) days, and even a day off for your birthday!
• Parental Support - A robust global parental leave policy to support you during life's important moments.
• Employee Assistance Program (EAP) - 24/7 access to resources, including counseling, legal support, wellness services, and financial guidance.
• Professional Growth & Development - We are committed to your success. From mentorship programs and learning opportunities to career advancement within the company, we provide the tools and resources to help you grow

*Benefits are eligibility dependent and subject to change at any time.

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.

CHANEL CANADA ULC. welcomes all applicants for this position. We are committed to fair and accessible employment practices. Accommodations are available upon request for candidates with disabilities throughout the recruitment process.