Retail Operations Manager- New York (New York, NY, US) at Richemont

RETAIL OPERATIONS MANAGER

New York, NY

Permanent

FOR THOSE WHO SEEK EXCELLENCE

Join one of the most respected Maisons in fine watchmaking where excellence is both a given and a never-ending quest. Play your part in driving our collective success.

YOUR ROLE

We are seeking … 

Based in New York, the Retail Operations Manager is a critical point of contact and a driving force behind operational excellence across all boutiques and Vacheron Constantin HQ teams. This role ensures the smooth and efficient functioning of our retail operations, empowering our boutique network, elevating client experiences, and optimizing retail performance. 

PLAYING YOUR PART

You will  …

Operational excellence

• Ensure Boutiques understand and fully comply with Richemont & Maison’s operational guidelines (Audit rules, Security guidelines, Maison Retail Book..) and support boutiques in their daily enquiries.
• Closely work with Commercial Directors and Boutiques to ensure controls are in place and flawless execution
• Implement the tools and communication to ensure the right level of knowledge within the teams  (Inc. Trainings and Knowledge Management System)
• Drive local initiatives intended to streamline, standardize, optimize store procedures or policies, and daily operations in order to improve productivity
• Facilitate exchange of information with other departments within the Maison and across Richemont on any retail operations topics and projects
• Monitor operating cost (retail division) and ensure that the general costs of carrying out the retail operations are optimized

 Retail solutions management

• Responsible for the store application environment, acting as a liaison between the stores, central teams, and local IT
• Ensure proper functioning aligned with business needs as well as full adoption within the teams
• Initiates new projects, escalates requirements for enhancements

Client experience and satisfaction

• Coordinate qualitative retail excellence initiatives (New services, Mystery Shopping,  Boutique environment…) from conception phase to roll-out, adapted to local specificities (culture, operations…) to support boutiques in delivering the utmost experience
• Collaborate with Boutiques teams, Regional Directors / CRM and E-com manager / Training Manager / Performance Managers for rolling out performance related programs and omnichannel initiatives
• Monitor client feedback and NPS to identify trends, pain points, and areas for improvement to nurture client experience strategy
• Collaborate with all departments to ensure a cohesive approach to client satisfaction
• Support the implementation of Clienteling/loyalty programs to increase engagement and repeat visits, ensuring customer retention & loyalty is a daily priority for all staff members
• Identify best practices from local markets / boutiques and share them across markets
• Train and coach sales teams on best practices for delivering outstanding client service

 Boutique Teams engagement and development

• Animate the Retail Operations community
• Implement comprehensive onboarding programs for new joiners to familiarize them with Brand values, policies, and operational procedures
• Organize ongoing training to all staff including onboarding and refreshers on corporate/ brand policies and services
• Develop program to further empower retail teams including commissions
• Work with Vacheron Constantin HQ on retail people related projects and initiatives

WHAT WILL MAKE YOU SUCCESSFUL?

Success in this role will require … 

• Bachelor's Degree with 5-10 years of relevant experience in luxury retail or related industries.
• Understanding of the luxury retail landscape and commercial acumen.
• Demonstrated expertise in retail operations is a plus
• Ability to thrive in a cross functional environment, with a proactive, collaborative, and results-oriented approach
• Strong organizational skills
• Ability to manage multiple priorities in a dynamic environment.
• Confident and articulate, with excellent communication and interpersonal skills.
• Proficiency in Microsoft Excel, PowerPoint, and SAP.

Vacheron Constantin celebrates 270 years as the world’s oldest watchmaker in continuous production since 1755.  Headquartered in Geneva, Switzerland, we operate a global retail network of nearly 200 points of sale across 36 countries. Every member of our exceptional global community of watchmakers, artisans and dedicated professionals share a common devotion to our exceptional heritage and a passion to trailblaze an even brighter future. 

If this fires your imagination, we welcome your application.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

At Richemont, We Craft the Future!

Expected Salary Range: $115K-130K Annually. This role is eligible for a annual bonus.

Salary will be determined based on relevant skills and experience.