Digital IT Manager

Digital IT Manager at CHANEL

The Digital Solutions team leads the development and operation of innovative digital technology solutions that elevate client experience in Korea. As a Digital IT Manager, you will take end-to-end ownership of digital technology solutions as long-term products, from initial conception through delivery, adoption, and ongoing operation. This role requires strong technical expertise combined with business acumen to translate business needs into scalable, secure, and value-driven digital solutions. Working closely with business, regional, and technical stakeholders, you will drive CHANEL’s digital client experience landscape through new solution implementations, continuous enhancements, and operational excellence, ensuring measurable business and client value over time.

Key Responsibilities:

Project Delivery, Product Ownership & Continuous Improvement

• Own digital solutions end to end, balancing delivery, adoption, and continuous value creation
• Manage end-to-end project and product delivery, including stakeholder alignment and execution governance
• Define and prioritize solution roadmaps and backlogs aligned with business value and client impact
• Identify, assess, and manage project and product risks
• Accountable for resourcing, budgeting, and delivery planning
• Identify opportunities for system improvements and optimization
• Orchestrate implementation of system upgrades, enhancements, and evolutions
• Ensure quality across functional and non-functional requirements

Solution Design & Business Solutioning

• Lead requirements gathering and solution roadmap development for digital solutions
• Translate business needs into clear, prioritized technical requirements and specifications
• Oversee high-level solution design, architecture alignment, and implementation approaches
• Ensure alignment across business, technical, and regional stakeholders
• Create and maintain solution documentation, technical specifications, and decision records
• Leverage data and insights to inform solution evolution and experience optimization

Operations, Stability & Quality Control

• Own system stability, performance monitoring, and operational readiness
• Oversee production issue resolution in collaboration with internal teams, vendors, and regional stakeholders
• Facilitate incident reviews, manage root cause analysis (RCA), and track corrective actions
• Ensure incidents are resolved with sustainable, long-term fixes rather than temporary workarounds
• Own end-to-end release management, including UAT, deployment planning, and post-release stabilization
• Define and track KPIs related to system performance, reliability, and client experience

Stakeholder Management, Change & Adoption

• Facilitate strong cross-functional collaboration and knowledge sharing
• Manage relationships with internal stakeholders, vendors, and third-party partners
• Lead regular stakeholder communications, progress reviews, and decision forums
• Drive change management and adoption by ensuring solutions are well understood and embedded into daily operations
• Ensure clear documentation of processes, operating models, and ways of working

Governance, Risk & Compliance

• Oversee technical risk assessment and mitigation planning
• Ensure compliance with security, privacy, and IT governance standards
• Orchestrate quality assurance activities and deployment governance
• Monitor and report on project, product, and operational risks
• Manage change control and governance processes to ensure solution integrity

Academic/Professional Qualifications

Mandatory

• Undergraduate degree in Engineering, Computer Science, Digital, Information Technology, or a related field

Preferred

• Project management certification (PMP/Prince2)
• Agile/Scrum certification
• IT Service Management Certification (ITIL)

Work Experience

• 10+ years’ proven experience in solution ownership or technical product management within retail and digital ecosystems
• Strong track record of delivering complex digital solutions in enterprise environments
• Experience managing vendors, outsourced delivery models, and SLAs
• Expertise in incident management, problem resolution, and service quality improvement
• Deep understanding of retail business processes and omnichannel systems
• Strong technical expertise across solution lifecycle management and delivery methodologies
• Knowledge of architecture, security, data privacy, and compliance requirements
• Demonstrated ability in technical problem analysis, resolution, and performance optimization
• Experience applying service management and continuous improvement principles
• Strong stakeholder management, leadership, and cross-functional collaboration skills

Personal Attributes

• Strong ownership mindset with the ability to drive results and deliver measurable business value
• Excellent analytical and problem-solving skills with a structured, methodical approach
• Proactive and improvement-oriented mindset with strong customer focus
• Outstanding communication and stakeholder management skills across all organizational levels
• Ability to manage multiple priorities effectively in complex and fast-changing environments
• Natural leadership presence in technical and operational contexts
• Strategic decision-making capability grounded in business outcomes
• Calm, resilient approach to problem management with a continuous improvement mindset

Key skills/competency

• Digital Solution Ownership
• Project & Product Management
• Stakeholder Engagement
• Retail Digital Ecosystems
• Incident & Problem Resolution
• IT Governance & Compliance
• Omnichannel Systems
• Architectural Oversight
• Data Privacy & Security
• Continuous Improvement