Reference Code:  77187

Senior Manager, Workforce Management & Continuous Improvement

New York City, NY, 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 8,500+ 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.


Job Mission

Reporting to the AVP Commercial Operations and Experience, the Senior Manager of Workforce Management & Continuous improvement oversees the development, refinement, and execution of Workforce Management (WFM) that support company strategy and continuous operational excellence. The role is responsible for developing strategies and initiatives to optimize labor utilization and enable profitable sales growth. The Senior Manager will lead the WFM function with a focus on retail operations and continuous improvement while developing strong partnerships across all support functions. Additionally, the Senior Management will lead continuous improvement projects across the network while helping cultivate the organizational philosophy of continuous improvement.


Key Responsibilities

  • Develop, maintain, and innovate the WFM function to support the Cartier North America retail network by establishing best practices and the strategic roadmap for the function.
  • Ensure the configuration and utilization of the WFM software is optimized to continuously support the evolving retail operating model.
  • Develop, maintain, and adjust the components of the labor model to ensure optimal staffing and scheduling – inclusive of volume forecasts, labor standards, and appropriate scheduling processes.
  • Utilize data to support adaptations to the labor model and provide recommendations to the operating model that enable efficiency and/or improved client experience.
  • Identify and lead process improvement initiatives that will deliver optimized operational processes.


  • Expert experience utilizing WFM systems (UKG, Reflexis, Quiynx, or others) to deliver optimal scheduling, staffing, and employee experience.
  • Data and analytics-driven approach to problem-solving with experience outcomes, relying on clear, direct, and empathetic communication.
  • Problem solver who enjoys finding efficient and creative solutions.
  • Passionate about client satisfaction and able to motivate and face challenging situations
  • Exhibits agility and openness to new ideas and ways of working
  • Significant experience in leading Continuous improvement projects (Lean/Six Sigma Certifications and Project Leadership)
  • Capacity to orchestrate projects in a matrix-based organization with multiple stakeholders
  • Excellent analytical, organizational, and communication skills required (both written & verbal)
  • Ability to manage multiple priorities in a dynamic and cross-functional environment with project management skills
  • Keen sense of the experience, service, and hospitality industry, ideally in the retail sector


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: Manhattan
Nearest Secondary Market: New York City