Digital Services, Retail & CRM IT Business Analyst

Poste a pourvoir : Digital Services, Retail & CRM IT Business Analyst -- GENEVA OFFICE LONGEMALLE -- G. et F. Châtelain, succursale de Chanel SARL.

Role Overview
Within
Swiss Markets IT
team, this role ensures the
stability, quality, and continuous improvement of e‑Commerce, Retail, CRM and Digital solutions
for the Region (Switzerland, India, Brazil, Mexico, LATAM).
The position has a
strong Run, Support and Quality orientation
, with significant responsibility on
testing, coordination, incident and bug management
, while also covering
small to medium functional projects and evolutions
in close collaboration with Business teams, Global IT, Markets, European IT and external partners.
The role sits at the crossroads of
support, quality assurance, and project management and delivery
, ensuring reliable day‑to‑day operations while supporting controlled evolutions of the digital ecosystem.
Key e-Commerce applications are SAP HYBRIS (e-Ccommerce Backoffice, migration planned), Adyen (PSP), Kibana/ELK (Monitoring), Commerce Tools (new eCommerce engine) and all systems linked to order fulfillment management.
Major Retail applications in the scope of this position are the ORACLE POS (ORION program), the Clienteling app (My Boutique App), the CRM ecosystem (around the Pioneer solution), Adyen, the after-sales solution (ACET), the traffic counting solutions (Tallyfi, Prodco), RFID, InChanel, MyInventory App, OAB solutions etc.
Key Responsibilities
Run, Stability & Quality
•
Guarantee the
availability, performance, and quality
of e‑Commerce, Boutique POS, Digital applications, CRM platforms and related services (web, OMS, payment, client services).
•
Coordinate
run activities
, incident management, and root cause analyses with global, regional, and local IT teams.
•
Monitor recurring issues and contribute to preventive and corrective action plans.
Support, Testing & Validation
•
Co‑lead
testing activities
in close and equal collaboration with the Digital and Division teams
, with shared responsibility on quality and readiness.
•
Jointly define, plan, and coordinate
testing
activities
(SIT, UAT, regression, non‑regression) for run topics and projects.
•
Ensure, together with Digital and Division teams, proper coverage of
functional, integration, and end‑to‑end tests
.
•
Collaborate on the validation of fixes, enhancements, and releases prior to production deployment.
•
Contribute with the Digital and Division teams to the continuous improvement of
testing processes, documentation, and ways of working
.
Project & Evolution Contribution
•
Lead or contribute to
small and medium‑scale projects and functional evolutions
related to e‑Commerce, Retail, Digital and CRM.
•
Coordinate the e-Commerce migration rollout with the Digital team, GDS (the Global team), and the local team (market).
•
Ensure quality, operational readiness, IT coherence, and smooth handover from project to run.
•
Participate in roadmap planning, taking into account operational constraints and dependencies.
•
Define and implement interfaces between various solutions in collaboration with the suppliers and internal or external partners. Carry out testing of solutions/upgrades/bug fixes, including interface testing.
•
Implement specific platforms (cash registers, mobility, electronic banking, etc.) according to business needs in collaboration with the European IT teams that develop most of the applications used for Boutiques in the Swiss Markets region.
•
Contribute to the monitoring and coordination of all tasks related to systems and technology aspects for the Boutique opening, renovation and relocation.
Coordination & Governance
•
Act as a
key interface
between Business, Markets, Global IT, Europe IT and external partners.
•
Organize and animate operational follow‑ups, workshops, and coordination meetings.
•
Maintain clear documentation and ensure compliance with
IT governance, security, and audit standards
.
What you will bring to the role
•
Education: 5 years of higher education in engineering​.
•
Successful experience in e-Commerce, Retail and CRM fields (minimum 3 years), ideally in the Fashion or Luxury goods sector.
•
IT knowledge: strong e-Commerce and CRM technical and functional expertise is mandatory:
•
Functional expertise of the e-Commerce journey (from browsing to order confirmation to reverse logistics). OMS & Fulfillment flows, payment flows and release management should have no secrets for you.
•
Salesforce for CRM is a plus; POS systems (such as ORACLE XSTORE & SIOCS or CEGID CBR-Y2) would be a plus; SQL queries, scripts, ETL, and web services would be a plus. Familiarity with RFID, boutique counting, queue management, OAB, etc.
•
Strong background in run operations, testing coordination, and incident management.
•
Proven ability to coordinate multiple stakeholders in an international and multicultural context.
•
Languages: Fluent French and English (Spanish, Portuguese, or German would be a plus)​.
•
Excellent communication skills.​
•
Ability to listen and understand business needs in order to translate them into technical solutions​.
•
Multitasking: Ability to effectively prioritize and execute multiple tasks in the fast-paced environment with multiple priorities​.
•
Analytical and synthesis skills. Technical curiosity: researching available or innovative technical solutions and challenges based on needs​.
•
Autonomy and proactivity, adaptable nature.
•
Appetite for working in a stimulating and evolving environment.
•
Responsiveness and pragmatism in implementing solutions.​
•
Team spirit.​
Why Join
This role is a
central
pillar
of e‑Commerce, Retail, Digital and CRM application reliability and quality
within the Swiss Markets. It offers a balanced position between
operational
excellence
and
project contribution
, in a complex and international luxury environment, with
progressive evolution opportunities
based on expertise and performance.
Position based in Geneva , Switzerland
Permanent contract, starting ASAP

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