Reference Code:  11273

Retail Director - New York

New York, NY, US


Since 1868, the Swiss watch manufacturer IWC Schaffhausen has been crafting exquisite Haute Horlogerie, in which the highest precision is combined with exclusive design. As one of the world's leading brands in the luxury watch segment, our long-established company daily upholds the pioneering spirit and the innovative talent that underlie our success.


  • Lead customer experience, operations, and productivity across North America by overseeing all activities of E-commerce, IWC Boutiques, partner Boutiques, all temporary retail and pop-up projects, and all Client Relations Center activities.
  • Develop the profitability of the region, and achieve sales budget and diversification targets for the region by managing the NYC based Retail Team in all areas (CRM, Training, Operations, Client Relations Center, and E-commerce).
  • Drive strong sales and profitability through initiatives focused on creating a strong brand presence and awareness, delivery of outstanding customer service, the development and retention of talent, building and maintaining VIC relationships, leading CRM strategies for higher ROI, and ensuring best-in-class visual merchandising.
  • Develop, communicate and implement all seasonal sales strategies to the team, as well as represent the brand in the boutique and in the marketplace, always an IWC ambassador.
  • Partner with Marketing to develop and implement seasonal marketing programs, events and activations.
  • Participate in yearly and seasonal business planning and reviews.
  • Manage the overall Retail P&L:
    • Sales Turnover and all Retail KPIs
    • Monitor and control all boutique business expenses to improve profitability results
    • Manage T&E, all boutique expenses, Repair & Maintenance Budgets
    • Monthly communication with NY Office/Boutiques to achieve or surpass budget at the end of the fiscal year
  • Direct Management of all Boutique Managers, including recruitment, training, coaching and daily follow-up and support.

    • Create specific business plans per boutique, and facilitate discussions with Boutique Managers to drive the strategy to reach the monthly and yearly turnover and KPI targets set by the brand.
    • Assist the boutiques with their Sales Plans, as well as supporting action plans to drive sales: Monthly & Quarterly Performance KPI for the stores, Reporting and Analysis upon request, presence for all Boutique Managers’ Meetings.
    • Oversee and prepare weekly, monthly and annual reports and provide strategic analysis/action plans for the region.
    • Develop new business ideas by being acutely aware of mall environment, driving mall management activities and learning the immediate and larger market.
    • Coordinate with Marketing department for all the merchandising, training, advertising and PR initiatives related to the development of each boutique and retail activity in general
  • E-commerce and Client Relations Center:
    • Oversee and Assist the E-commerce Department to set the global strategy, define the website look and feel and integration of e-commerce services, developing the customer acquisition strategy, marketing campaigns, optimizing keyword plans and using CRM and related tools and tactics to drive the business.
  • Team Management:
    • Conduct regular on-site visits to coach, develop and maximize the success of all boutique managers
    • Roll out all HQ tools related to Boutique Management, Customer Service, Operations, CRM, Visual Merchandising & Marketing to the region
    • Ensure successful recruitment of corporate team, and retain and grow talent through ongoing coaching and development opportunities.
    • Partner with Human Resources on staffing and development issues. Minimize the team turnover in each location, aiming for 10% or less annually by coaching, training, role plays and usage of all the tools ie: daily and monthly briefs.
  • Visual Merchandising, Marketing, and Service:

    • Drive a high level of Visual Merchandising excellence across boutique network. Ensure display fundamentals are achieved and all window and in-store marketing programs are well executed and maintained.
    • Drive the creation and maintenance of all staff uniform programs.
    • Partner with Marketing team to drive all seasonal marketing programs, events and activations.
    • Ensure masterful execution and sustainability all aspect of the Selling Ceremony to deliver the optimal experience for the customer.
  • CRM platform:

    • Drive implementation of the CRM strategy for North America to enhance customer engagement and optimize IWC’s retail services in our internal and external boutiques.
    • Ensure tourism actions with a key focus on a diverse clientele and hotel/concierges/personal shoppers luxury services.
  • Retail Operations:
    • Develop and implement optimized retail processes and tools in order to best assist the network. Ensure merchandise management, inventory and stock analysis for prime product allocations and forecasts.
    • Manage all functions of Operations in-line with the IWC’s Policy and Procedure.
    • Maintain strong partnerships with Richemont North America Finance, Audit & Security teams, while maintaining all guidelines and expectations.
    • Monitor the maintenance & repair plans for each boutique
    • Support annual store inventories/audits wherever required, requested and needed. Ensure Loss Prevention policies and practices are being followed within the boutiques.
    • Manage & improve processes regarding the products’ replenishment to ensure optimal Model Stock for the Region, with no loss of sales due to products unavailability.
  • Product Training:
    • Oversee the training department for the successful planning and implementation of training activities to the different boutique and office team.
    • Close collaboration with IWC’s Headquarter International Training Department Manager to ensure a consistent implementation of the global IWC Training strategy.
    • Raise the bar in terms of service so as to get best-in-class scoring on mystery shopping results.



  • Bachelor’s degree required.
  • 10 years experience in Retail Management, Retail Marketing, and/or Retail Experience, including multi-unit chain and/or department store channels.
  • Luxury goods, premium brand experience preferred.
  • Experience in high-touch, service-driven retail
  • Strong communication, negotiation, and interpersonal skills.
  • Strong quantitative analytical skills.
  • Excellent presentation and attention to details.
  • Computer proficient.
  • Ability to travel locally and internationally up to 75%.

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