Retail Operations Manager

MAIN PURPOSE

• A role of multifaceted and focuses on ensuring that Boutique operations align with Maison’s high standards and strategic goals.
• Upon manage the planning, strategy design & execution of retail boutique and people operational processes, policies, systems and tools

KEY RESPONSIBILITIES

1 Operation excellence

• Inventory Management
  • Responsible for ensuring optimal stock levels and overseeing the logistics of inventory acquisition, storage, and replenishment. Close collaboration with S&O as well as Richemont logistics and careful monitoring to prevent stockouts or overstock situations.
  • Manage monthly and annually boutique stock as well as provide way forward to improve on accuracy and completeness align with Maison’s compliance
• Efficiency and Consistency
  • Streamlining processes to minimize waste and redundancies while maintaining consistency across different boutique locations. This includes implementing best practices and using technology to enhance boutique operations.
  • Implement retail ops strategy, set ops performance targets / development plans and actions with all boutiques
  • Lead of any operation related improvement projects and also support hand in hand with Commercial Performance and Project Manager and for any retail process improvement initiatives
• Policy Compliance
  • Ensuring that all operational aspects including with compliance of all boutique operations comply with Richemont guidelines and Cartier Operations Standard and Guidelines maintaining the brand's reputation for excellence
  • Maintain Maison’s operation standard of external boutiques at the same level of internal boutiques
  • Work with boutique staff to identify challenges, risks and conduct current and future gap analysis to propose improvement opportunities to ensure best practice policy and procedure across boutiques
  • Update and follow up with boutiques on all updated version of Operations, Security, and Health & Safety Guidelines
  • Liaise with regional security team to ensure all boutiques comply with Group Security guideline
• Visual Merchandising:
  • Brand Alignment: Working closely with visual merchandising teams to create captivating displays that reflect the brand's luxury image and attract high-value customers.
  • Boutique Layout Optimization: Designing store layouts that facilitate an enjoyable shopping experience, guide customer flow, and highlight key product areas to maximize sales potential.
  • Seasonal and Event-Based Updates: Regularly updating displays to align with seasonal promotions, product launches, and events, ensuring that the store remains fresh and exciting for customers

2 Sales Support Strategy

• Coordinate with boutiques in regards with marketing and regional team on organization of instore activations and sales-oriented event
• Liaise with communications to manage boutique-related edition items e.g. books, catalogues, magazines, and mailers
• In charge of sales tools and sales accessories update, ordering,  and inventory management for all boutiques and POS
• Adopt and drive new retail technology applications (Retail OS) and development of efficient processes and tools
• Coordinate with L&D and IT department to ensure all staffs can operate both current and new operating systems, equipment’s, and applications used in the boutique
• Manage operations system

3 Budget management OPEX/R &M CAPEX budget management 

• Developing and managing budgets that cover all operational aspects including with staff uniforms ordering for both internal and external , ensuring alignment with financial objectives.
• Identifying opportunities for cost reductions without compromising on quality or customer experience, ensuring efficient use of resources
• Manage and track Opex spending and forecast to be aligned with Budget/ LE figures.
• Monitor and organise overall retail/boutiques’ expenses and office administrative costs.

4 SDP

• Oversee & coordinate with SDP executive and liaise with boutiques, regional & HQ team,  contractors, Richemont business partners, landlord, and other stakeholders on boutique/ POS repair and maintenance and to be line with Maison’s standard and guidelines.
• Collaborate with SDP in Boutique/ POS renovation & extension projects and budget control
• Support Head of Sales & Ops in coordinating and follow-up of boutique renovation as well as lead the project of renovation & extension in terms of support Boutique to ensure on successful execution, allocate necessary resources, develop comprehensive schedule of renovation key dates, coordinate with all key stakeholders
• Update R&M reports with regional team on regular basis and HQ upon request

5 Customers Relationship and Satisfaction Management

• Collaborate with CRS team to lead and supervise staffs to support CRM activities
• Work hand in hand with market and Richemont CS team to elevate level of CS in

• Thailand across all networks in terms of operations, workshop CAPEX and expenses.
• Manage CS Platform and tools to meet Maison’s KPI e.g. RO, lead time, gratuity, stock

KEY COMPETENCIES

• Experience in Retail Operations
• Self-motivated, integrity, meticulous
• Attention to details
• Effectively communicate with all levels from top management to frontline staffs
• Lead people and projects effectively
• High level of team spirit
• Analytical skill
• Natural service mind person
• Excellent time management skills