.
Reference Code:  87087

Retail Operations Manager

Coral Gables, FL, US

Permanent
  
  

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

  
  

Reporting directly to the Commercial VP, the Retail Operations Manager works closely with all external boutiques and all departments, especially with the Area Managers who are commercially in charge of these accounts. This role is accountable for putting in place the right tools, programs, and KPIs to drive performance in the boutique network while monitoring the proper execution of all daily operational aspects and proper development of the teams. Must aim to deliver operational excellence, and ultimately provides exceptional experiences for our clients.

 

Key Responsibilities:

 

1. BOUTIQUES' DAILY OPERATIONS

 

  • Ensure that our Maison standards are respected in all external boutiques: Image, processes, operations etc


STRIVE OPERATIONAL EXCELLENCE

  • Ensure implementation of the Maison strategy in the boutique network.
  • In charge of deploying Boutique Flows Project and Retail tools developed by HQ.
  • Monitor visual merchandising in Boutiques and general ambiance (Music, flowers, etc.) 
  • Ensure proper and effective boutique programming/activations.

 

BOUTIQUES POLICIES, PROCEDURES, GUIDELINES, TOOLS, AND ART OF LIVING

  • Boutique Procedures: Educate and provide expert support to the partners in the implementation of the boutique’s procedures and proper monitoring for compliance. 
  • Métiers & Teams: Review boutique planning, and staff allocation and actively contribute to the boutique staff hiring process.
  • Ensure correct usage of all Art of Living related items and tools. Determine the needs, define the budget, roll out implementation, follow up & receive feedback:
    • Boutique Uniforms
    • Groom Uniform
    • Music
    • Ambiance Perfume 
    • Stationary (Letterhead, envelopes, business cards…)
    • Cartier Champagne 
    • Boutique Stamp
    • CRM gifts
  • Ensure the boutique's inventory is properly done. 
  • IT System & Reporting:
    • iPad, iPhone & Cartier Email for boutique staff: implementation, maintenance, and support
    • Liaison with IT department to identify and solve IT challenges
    • Coordinate implementation of any new IT tools created by International such as Retail OS
    • Check that all boutiques upload daily their sales in Booster and update the different reports on time.
  • Boutique Agreements: 
    • Responsible for the control and safekeeping of all the legal documents as they relate to the external boutiques, in collaboration with Commercial Partnership Manager:  legal agreements, contracts & addendums with boutique external partners. 
    • Assist with New/Updated Contracts and Termination Letters in coordination with Commercial Partnership Manager.

 

2 BOUTIQUES PERFORMANCE

2.1    BOUTIQUES ACTION PLANS

  • Orchestrate the Boutique Action Plans in collaboration with the Area Managers, the Boutique Managers, and all relevant Cartier departments.
  • In charge of initiating, building, harmonizing, updating, and following up on the Boutique Action Plans.

 

2.2    BOUTIQUES KPIS & FOLLOW-UP

  • Define the set of KPIs (measure, target) in collaboration with Area Managers, Coaches, and Boutique Managers.
  • Is responsible for KPIs recommendation and follow-up. 
  • Support the Boutique Managers to elevate Sales Team performance by providing KPIs and helping address topics.
  • Communicate on a constant basis with the boutiques (weekly / bi-weekly calls).
  • Support the boutiques in their daily operations.
  • Monitor closely the client barometer results and implement action plans to ensure a high-level experience for our clients. Continuous improvement.

 

2.3    REPORTING

  • Provide & monitor boutiques' performance through different reports:
    • Retail Global Dashboard
    • Individual Boutique Dashboards
    • Weekly Dashboard  
    • Commercial Communique Missed-opportunities Tracker
  • In charge of boutique reports requested by HQ (KPIs, performances, staffing, partner info, Booster accuracy etc.)

 

3. SPECIAL PROJECTS & SUPPORT TO THE COMMERCIAL TEAM

  • In charge of boutique presentations (Team Meetings, Seminars, Strategic Plan etc).
  • In charge of organizing and orchestrating Boutique Seminars.
  • Assist on the preparation of market visits; ensuring team members are properly briefed and aware of the different points to check or to have in mind before the trip. 
  • Contribute actively to strategic projects such as boutique openings/relocations/closings. Orchestrate the boutique briefs.
  • Contribute to special committees as needed for product launches, new programs, etc

 

Qualifications:

 

EDUCATION: 

  • Bachelor's Degree in a business-related field
  • Master Degree preferred

 

REQUIRED EXPERIENCE:

  • Prior experience in a boutique is a must
  • 4-5 year experience (boutique or corporate)
  • Luxury sales and supervisory experience preferred.

 

TECHNICAL SKILLS/ABILITIES: 

  • Technical Skills
    • Strong IT literacy with full proficiency in Excel, PowerPoint & Word 
    • SAP experience preferred
    • Fluent in both Spanish and English. Portuguese & French are a plus
  • Abilities
    • Detail oriented and analytical
    • Strong organizational skills and great attention to detail 
    • Problem-solving skills
    • Service-minded nature
    • Outgoing personality with high interpersonal and presentation skills 
    • Ability to develop and motivate teams to achieve goals.

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Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont