Operations Manager, Heathrow

Role overview

This permanent, full-time Operations Manager position is based at CHANEL Heathrow and reports to the Boutique Director. In the Boutique Director’s absence, the role operates under the direction of the Deputy Manager. The position is responsible for the daily running of the boutique’s heart-of-house function and for putting the right operational support in place so the store can perform at its highest level and deliver an exceptional client experience.

Key responsibilities

The Operations Manager serves as the link between the heart of house and front of house, ensuring smooth coordination across the boutique’s operational activities.

• Oversee the heart-of-house team, including stock, aftersales and client care, while managing the boutique’s operational processes end to end.
• Use systems and tools such as Y2, RFID, Workday and Microsoft Office to manage stock, tills, grey market activity, and the rollout of new pilots, apps and technologies for retail teams.
• Handle HR-related processes, including rota management, onboarding of new starters and payroll support, to help create a strong employee experience.
• Maintain a polished boutique environment by coordinating and resolving maintenance issues with CHANEL and Heathrow maintenance teams, and by acting as the contact point for third-party contractors and site visits.
• Promote a safe, secure and welcoming environment by closely following health, safety and security procedures and complying with Heathrow policies.
• Manage the Heathrow ID pass process, including background check tools, in line with data protection legislation to ensure airside access for employees and subcontractors.
• Ensure the boutique has the resources it needs, including stationery, refreshments and uniforms, and confirm invoices are accurate and approved for payment.

What the role calls for

The ideal candidate brings a strong record of operational excellence in a large, fast-moving luxury setting. The role requires clear listening and communication skills, the ability to bring out the best in others, and a consistent commitment to developing team members. Strong leadership and people management skills are essential for achieving results through a capable and diverse team.

Working style and mindset

You are likely to thrive in this role if you enjoy supporting a leadership team, improving ways of working that are both organised and adaptable, solving problems collaboratively, focusing on detail without losing sight of the wider business objective, and building strong relationships with Heathrow partners and suppliers.

What you can expect from the experience

This role offers the opportunity to contribute to excellence in an environment that prioritises CHANEL’s long-term success. It also provides a setting that values diverse perspectives and supports curiosity, capability and ongoing personal and professional development.

Benefits

• Physical wellbeing support, including private medical insurance that covers pre-existing conditions and can include family members, access to an online GP app with appointments available 24/7 within 24 hours, and cycle scheme participation for a tax-exempt bike and/or accessories.
• Financial wellbeing benefits such as a pension, life assurance and retail discounts across a wide range of retailers, including supermarkets, gyms, days out and many more.
• Mental wellbeing support through employee assistance programmes and other support lines.
• Access to multiple platforms that support overall wellbeing.
• Lifestyle perks including arts and culture ticket discounts for major London attractions, CHANEL product discounts and employee-only sales.
• Employee recognition through a service awards programme that provides CHANEL products, retail vouchers and additional holidays at key milestones.
• Benefits are dependent on eligibility and may change at any time.

Inclusion statement

CHANEL promotes an inclusive culture that supports personal growth and collective progress. The company values the uniqueness of each individual and encourages applications from people who can bring different perspectives, experiences and potential to the team.