Retail Operations Manager

Reporting to the Commercial Director, as the Retail Operations Manager you will play a pivotal role in overseeing the operations and procedures of our boutiques at HQ level, with direct responsibility for European Region and functionally coordinating the main Markets. You will ensure the highest standards of operational efficiency, customer service and brand representation for our Maison.

Do you match this profile?

• Bachelor’s degree in business administration, Retail Management, or related field (preferred).
• Minimum of 5 years of experience in retail operations field, preferably in the luxury jewelry or fashion industry and thorough knowledge of practices and procedures related to retail operations management.
• Proficiency in Retail management software, such as Retail Pro, SAP, Salesforce.
• Strong organizational skills with a keen attention to details and the ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-centric mindset and a passion for delivering exceptional service.
• Fluency in English & Italian is required. Any third language would be considered a plus.

What do we expect from you?

• Set up a Central Repository of Brand policies deploying corporate guidelines and procedures to enhance efficiency and effectiveness of boutiques’ operations.
• Oversee and maintain existing policies and procedures (ex. Discounts, Consignment, Gifting, Deposit Management, etc.), ensuring compliance and proper implementation by boutiques’ staff.
• Supervise and coordinate IT procedures (ex. related to cash register, payment systems etc.) ensuring their proper functionality & maintenance and contribute to the selection and implementation of new software.
• Cross-functional coordination among Commercial team, IT, RFBO and Markets to provide the highest standards of boutiques’ operational efficiency.
• Identify, share & implement best practices throughout the boutique network.
• Analyze the current flows and suggest improvements with a view to create a seamless client experience & minimize the salespeople administrative tasks.
• Implement ongoing training and development opportunities to enhance the boutiques’ operations knowledge of sales teams.
• Support in designing and implementing procedures and guidelines for the Selling Ceremony, ensuring superior customer experience, and maximizing sales effectiveness.
• Define and manage after-sales support procedures, ensuring high customer satisfaction and promptly addressing customer requests and needs.

The recruitment process:

1. If you are a dynamic person with a passion for luxury retail and a drive for excellence, we invite you to join our team. Please submit your resume online, outlining your relevant experiences and why you are the ideal candidate for this role.
2. If your profile matches our search, you will be contacted by our HR team for a first exploratory interview. Otherwise, you will receive an e-mail to inform you that we will not proceed with your application.
3. If the first interview is successful, you will perform a 2nd interview with the Senior HR Manager and the Commercial Director.