Omnichannel Operations Manager

Omnichannel Operations Manager

Cartier is looking for an Omnichannel Operations Manager for the Swiss market.

You will oversee and grow a portfolio of both internal and external boutiques, and a set of watch specialist and fragrance POS.

Directly reporting to the Commercial Director, you will act both as Champion and Warrant of a maintained focus, consistency and excellence in the market daily operations, omnichannel accelerations and transformations.

ROLE VISION

True expert of operational efficiency and active leader of transversal upskilling of roles and teams, you will play a strategic role in the definition and implementation of the local commercial omnichannel strategy across all distribution channels.

Equipped with strong and inspiring leadership skills, fueled with a strong performance and client-centric culture, you will manage a team dedicated to the achievement of our commercial and operational ambitions.

You will play a key-role by injecting a transversal intrapreneurial mindset combined to your solid managerial, organizational and analytical skills.

You excel in transversal collaboration as well as in activating relevant synergies to set pace for transformation and continuous improvement at all levels of the organization.

Proactive and innovative, you are solution-oriented and digital savy.  

KEY-RESPONSIBILITIES

1/ Market Operations & Transformation Strategy

• Support the Commercial Director with the definition of the network performance strategy
• Participates to the market action plan
• Guarantee the implementation throughout the omnichannel network
• Coach instore managerial teams and key partners  with the definition, implementation and monitoring of the market and boutique action plans
• Monitor the boutique KPIs and ensures a regular follow up
• Provide in time accurate reports, highlight successes and improvements, alert on missed opportunities and risks
• Contribute to promote and share market initiatives and best practices  

2/ Market Omnichannel Operational Excellence

• Strive for operational excellence across the network and proactively work with regional key-departments, international HQ, and  Boutique Management to improve efficiency standards and quality of execution.
• Orchestrate all network opening, extension, closing and relocation projects
• Lead acceleration of all omnichannel flows with a client-centric approach
• Guarantee a correct and efficient implementation and use of all policies, procedures, guidelines and tools in the boutiques
• Ensure a correct implementation of central policies and procedures, and their adaptation to local legal requirements
• Support the implementation of dedicated tools to drive Retail Operations and drive boutique productivity
• Support the implementation of new tools linked to the Luxury New Retail ecosystem
• Coordinate Match-to-Traffic and boutique planning, staffing needs and staff allocation
• Play an active role to the hiring process of operational staff
• According to specific market and/or boutique needs, identify the most appropriate incentives and ensures a correct implementation and follow up
• Act as a Key User for retail systems and innovation tools
• Organize correct management of stock flows and compliant conduct of all inventories and regular stocktake

3/ Continuous Improvement and Omnichannel Acceleration

• Promote and lead corporate and local project to improve operational efficiency
• Lead and implement new omnichannel flows
• Coach teams to facilitate adoption of all new tools and practices
• Collect feedback and make relevant adjustment
• Fuel the progressive digitalization of instore processes

4 / People Management & Talent Development

• Manage and develop your team members by setting individual and collective priorities and objectives, smartly allocating roles and responsibilities and sharing commercial vision and strategy
• Functionally manage Boutique Operations managers
• Support & upskill actively business partners
• Support transversal upskilling to the commercial and business transformation

HOW WILL YOU EXPERIENCE SUCCESS WITH US ?

• A minimum of 7 years of experience in a commercial role / operation role
• A minimum of 2 years of experience in Retail
• Full managerial skillset and experience in change management
• Inspiring and motivating leader and strong team player
• Strategic thinking, operational agility, strong analytical and organization skills
• Innovative and entrepreneurial spirit combined with excellent communication and active listening skills
• Inspiring and motivating leader, strong team player
• Fluency in English, capacities in German, French is a plus.
• Ability to do regular market visits

HOW DO WE KEEP YOU SMILING?

A great opportunity to be a part of a dynamic and diverse team that goes the extra mile to uphold outstanding service for our beloved clients.

We value our people, and you will be provided with an intensive on-boarding and continued training throughout your career to grow with Cartier.

This role will also help deepen your knowledge of Luxury, Retail Excellence and Omnichannel stakes.