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Reference Code:  29514

Retail Experience Manager

Shanghai, 31, CN

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 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. 

  
  

JOB TITLE    Retail Experience Manager  

REPORTING TO   Head of China Retail Lab 
LOCATION    Shanghai, China

 

MAIN PURPOSE
Retail Experience Manager is a key function responsible for delivery of the vision of exceptional client experience and people experience to our external clients and internal staff. Driving and leading the luxury retail experience for Cartier in the industry with achievable, tangible and achievable results.

 

This role operates within the experiential retail strategy and china reginal strategy to research and identify client experience opportunities to test within the China region. This role requires in-depth knowledge across multiple disciplines such as, Retail, Operation, Sales, CRM, Client Services, Digital, Technology, Process and Design Thinking, etc. The role is required to communicate complex ideas and persuade senior leadership with their recommendations.
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MISSION

• Drive growth & innovation in our business and client experience for China, enabling rapid tests and learns that can inform scalability

• Externally to engage our client through an unsurpassed level of services in the boutiques and across all touchpoints. Enabling boutique experience excellence to all walk ins, scheduled clients or prospects. Must have a 360 view to

enhance all touchpoints and services not only during the selling ceremony, but to client treatment and towards a more experiential direction.

• This role will act as a project manager leading and working across different functions, to ensure the timely and effective development and delivery of the strategic plan defined together with the leadership team.
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KEY RESPONSIBILITIES

• Research, identify & recommend client experience innovation opportunities, from divergence to convergence, and high a higher vision on experiential retail across all industries as well as trend; so as to recommend the best suitable solutions for Cartier

• Synthesize all business function strategizes, such as global, regional, digital, retail, marketing, communication, events, campaign, transformation, insights, etc. to contribute to client experience China innovation roadmap

• Drive & coordinate cross-functional ‘Test and Learn’ Initiatives, across all channels and functions, this will also cover training, coaching and observation

• Establish success matrices that aligned to the client experience vision and strategy, update steer committee on performances, roadblocks and improvements.

• Participate and lead the client experience studies, from brief to boutique coordination to insights and action plan follow up.

• Constantly seeking opportunities to raise the bar in all aspects of the Retail Experience through a strong partnership with retail and floor observation.

• Develop and execute stakeholder engagement plan to embark others in the future vision and strategy

• Drive & innovate guest experience initiatives, that enables business growth and have measurable result

• Work closely with Commercial and Boutique team in planning experience projects, training and animating the boutique retail experience team on the floor

• Work with internal and external innovation partners, agencies & tech solution counterparts to explore new future retail experience dynamics

• Identify and manage risks and trade-offs, and lead change management associated with new programs
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Qualifications:

• Bachelor degree is a must, Master Degree in relevant discipline is a plus
• 8 years’ experience in retail luxury industry is essential
• 3 - 5 years’ experience in strategic operation and retail transformation roles
• Understanding of program and project management methodologies & skills
• Ability to produce sophisticated decks & materials, which can be consumed immediately by business functions
• Experience & deep knowledge in retail experience innovation & technology for China to offer unique and exceptional retail experience offerings
• Strong stakeholder management skills to work across the organization to maintain program momentum
• Excellent problem solver with analytical capabilities and its comfortable leading data driven decision
• Ability to organize, set priorities and manage multiple projects on tight deadlines
• Experience working on cross-functional teams is a must
• Superb communication skills, excellent in English is a must
• Proficient in MS Office, Excel, Project, PowerPoint, Keynote, Adobe Creative Suite, Asana

 

Others:
Shortlisted candidate will need to undertake a stretch assignment to assess his/her capabilities

 


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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