Reference Code:  34091

Retail Operations & Performance Manager

Miami, FL, US


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 7,500+ colleagues of 90 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. 


At Cartier North America, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.







Reporting directly to the Commercial VP, the Retail Operations & Performance Manager will work closely with all external boutiques and all departments, especially with the Area Sales Managers. This role will be accountable for putting in place the right tools and KPIs to drive performance in the boutique network while monitoring the proper execution of all daily operational aspects in the external boutiques. In addition, this person must have proven experience in retail.





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, updating and following-up the Boutique Action Plans (internally & externally

Boutiques KPIs & follow-up

  • Define the set of KPIs (measure, target) in collaboration with Area Managers, Coach 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 addressing topics.
  • Communicate on constant basis with the boutiques (weekly calls).
  • Incentives: propose, measure and follow-up the boutique or personal incentives in collaboration with Area managers and other departments.


  • Provide & monitor boutiques performance through different reports:
    • Retail Global Dashboard
    • Individual Boutique Dashboards
    • Weekly Dashboard: Boutique Snapshots and updated inventory vs assortment 
    • Weekly Newsletter
    • Missed-opportunities Tracker
  • In charge of Retail reports requested by HQ (KPIs, performances, staffing, partner info, Booster accuracy etc.)



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 boutique network.

  • Boutique Agreements: Responsible for the control and safekeeping of all the legal documents as they relate to the external boutiques, in collaboration with Business Analyst:  legal agreements, contracts & addendums with boutique external partners.

  • Assist with New/Updated Contracts and Termination Letters in coordination with Business Analyst.

  • CaYzen (local tool): ensure implementation across the Region (LAC Specialists, BR & MEX) and work on App enhancements.

  • M-to-M Project and deployments of Retail tools developed by HQ.

​​​​​​​​​​​​​​Boutiques Policies, procedures, guidelines and tools, art of living

  • Boutiques Procedures: Educate and provide expert support to the partners in the implementation of boutique’s procedures and proper monitoring for compliance.
  • Art-of living items & tools: Determine the needs, implement, follow-up & receive feedback
    • Boutique Uniforms
    • Groom Uniform
    • Music
    • Ambiance Perfume
    • IPad, IPhone, Cartier Email: implementation, maintenance, and support
    • Stationary (letterhead, envelopes, business cards…)
    • Cartier Champagne and candies
    • Boutique Stamp
    • CRM gifts
  • Boutique planning, staff allocation & hiring Process.
  • Boutiques inventory (twice a year / Sept & March).
  • IT System & reporting
    • Check that all boutiques upload daily their sales in Booster and update the different reports on time.
    • Is the link with central for any special request in term of maintenance or update.
  • Transformation Programs related to boutique operations.



  • Retail presentations (Monthly Review, Team Meetings, CARE, Strategic Plan etc)

  • In charge of organizing and orchestrating Boutique Townhalls / Seminars.

  • Ensure that team member visiting a boutique is properly briefed and aware of the different points to check or to have in mind before the trip.

  • Special committees as needed for product launches, new programs, etc.





  • Bachelor’s degree in relevant area preferred.

Required Experience:

  • 3-5 years’ experience ideally within boutique management highly preferred  

Technical Skills / Abilities:

  • Strong IT literacy with full proficiency in Excel and PowerPoint.
  • Fluent in Spanish and English. Portuguese and French are a plus.
  • Detail oriented and analytical.
  • High organizational skills.
  • High interpersonal skills with service minded nature.
  • Outgoing personality.
  • Ability to travel internationally as needed.


Learn more about life at Cartier


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

Nearest Major Market: Miami