Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide. As an independent company, its core values are grounded in: Exceptional creation and client experience Nurturing human potential Having a positive impact – on people, the environment, and communities around the world. As part of this, the House promotes arts, culture, and creativity, while investing significantly in key areas including research & development, sustainability, and innovation. After Care & Repair Artisan As a confirmed artisan, with extensive repairs and renovations know-how on all types of leather and accessories, you will repair handbags, small leather goods and custom jewelry pieces according to CHANEL’s quality standards and expected deadlines. As ambassador of Chanel’s promise of excellence, you will ensure the management and the follow up of the after-sales service establishing a deep client loyalty to the House. Core of the Job I. Embody the expertise of CHANEL know-how by being an Artisan: PRODUCT CHECKING Checks products’ technical diagnosis and authenticity. Analyze the repair to be made, and checks the requested repair’s information conformity Checks the product’s authenticity and identifies possible signs of counterfeiting In case of a counterfeit, informs the Administrative & Logistic Supervisor or Operations Manager Decide if the piece can be repaired locally, or should be sent to the Global Repair Center REPAIRS Repairs all products according to the repair sheets, CHANEL’s quality standards and the established lead time (that includes leather goods and custom jewellery) Perform technical repairs for fashion product according to company repair standards and requirements such as: simple/complex stitch, replace shoulder strap or zipper, edge dying, replace eyelet/clasp/press stud, rethread bracelet/necklaces If needed, makes all necessary stitches with a sewing machine, as well as hand-made stitches QUALITY CONTROL / KPI Self-monitors his/her the repair’s quality: dismantling, gluing, laminating, flat or in-volume assembly operations Ensure repair quantity and quality meet service KPI such as service lead time, productivity, second repair ratio and repair failure ratio etc II. Embody the CHANEL philosophy by being an After Care & Repair Artisan: CLIENT-CENTRIC APPROACH Welcome and accompany the client with a personalized communication, sharing all information about every step of the process: diagnosis, repair time, repair cost Engage client with providing expertise knowledge Embody the Care & Repair expertise by applying dedicated procedure (warranty, exchanges, credit note, counterfeiting) to turn the client’s dissatisfaction into a positive experience REPAIR ADMINISTRATIVE MANAGEMENT Record repairs in the internal software, following-up and updating the status throughout the repair process Pro-actively anticipate and take action to avoid dissatisfying client situation in case of exceeded deadline or counterfeit detection Be the key contact between Global Repair Center and India Chanel’s boutique Manage all deliveries, shipments and receiving of products in compliance with internal rules and ensuring smooth communication with all relevant stakeholders Manage all repair tools/equipment sourcing and purchase when necessary Support the inventory control, sourcing, replenishment of spare parts QUALITY MANAGEMENT Follow-up quality alert with the stock and collaborate with stock team COMMUNICATION Embody and spread the Chanel values and transmit after-sales ceremony philosophy Share information and best practices, by dispensing regular morning briefs, by representing the boutique on aftersales meetings, and liaising all after-sales and quality topics between boutiques and Fashion Europe management. Get regularly trained independently and within the team to develop and enhance expertise What you can bring to the team BTech First or local equivalent, with a specialization in leather goods and/or custom jewelry Craftsmanship know-how, with a first experience in leather goods’ finishing operations and repairs: cleaning, stripping, filling, dyeing, polishing Expertise in jewelry or custom jewelry is a plus You have strong product and craftmanship sensibility and high interest in Fashion Passionate by the restoration and renovation of luxury goods or antiques Ability to use a sewing machine Careful, meticulous, with a strong Fashion consciousness Beyond technical skills, this position requires autonomy, cooperation, and a strong sense of quality Ability to engage and communicate with clients and internal team on service and technical part development You have a keen sense of customer service, excellent interpersonal skills Challenge-oriented, Empathy & Problem-solving Skills You are proactive, organized, rigorous with a good management of priorities Team spirit Ease with Microsoft tools Fluency in English 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. It offers a unique working environment where people are given time to understand the brand, and the business, and develop their personal motivations. This means everyone can grow, continue to be inspired, and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organization and its people. Chanel remains committed to rewarding people competitively, as well as offering initiatives such as well-being programs, learning and development opportunities, and parental leave for all parents globally.
Job Title
After Care & Repair Artisan