We would like to talk to you about the opportunity to join our Commercial Department as International Retail Excellence Manager. In this role, lead key initiatives to elevate our operational excellence for our global retail network. Operational excellence is a pilar of our Cartier’s strategy to enhance our client’s experience, improve our staff’s satisfaction, and ultimately our retail performance.
The retail excellence manager will be responsible to define an operational excellence roadmap with short-term actions to reinforce fundamentals on operational efficiency, while simultaneously leading global initiatives to contribute to our mid-term value strategy. Most of the key topics will be unveiled through our internal global governance on Continuous Improvement, and as a key agent of retail operations transformation you will be ensuring the delivery of solutions in the fast time to market.
You will foster collaboration across all departments at Cartier and Richemont to design and deliver these solutions that would have a significant impact to release staff capacity, gain flexibility, reduce client waiting time and ultimately contributing to the retail performance across all touch point of our Cartier network (boutiques, Watch specialist, Client Relation Centers, .com). Collaboration with Regions and Markets is instrumental, that is why you will be in permanent contact with local teams to synchronize implementation of global actions across our network and to provide them support.
HOW WILL YOU MAKE AN IMPACT?
Define operational excellence standards and design solutions for our global retail network
* Define a mid-term strategy and a short-term action plan to increase operational efficiency in retail. Manage priorities, allocate resources to implement new retail solutions which have significant impact
* Manage senior project managers to achieve their objectives to deliver international operational excellence solutions with a reduced time to market following priorities defined by our international continuous improvement committee. Identify local needs and specificities to support regions and markets to design relevant solutions and synchronize roll out
* Leverage internal experts’ competencies and coordinate key departments at Cartier and Richemont to define Retail operational standards and design operational solutions
* Design the appropriate communication and training material to ensure a fast and smooth implementation of Retail excellence solutions
* Encourage and embody an agile methodology delivering quickly portions of the solution with very high standards of quality to speed up solution delivery to the markets
Build a Global Operational excellence certification program for boutiques
* Lead a cross functional task force to define a global retail operational excellence framework
* Design and implement a boutique certification program contributing to the optimization of the productivity of our network.
* Partner with internal departments to benefit from their expertise and speed up the retail learning curve and secure the change management program
Contribute to the deployment of Match To Traffic a critical solution for boutique productivity
* Animate Regions and Markets to secure the implementation of Match To Traffic (MTT) approach in our entire network and the adoption of the solution by boutique managers
* Develop and implement appropriate material to raise adoption rate of the solution
* Monitor key metrics related to staff scheduling optimization and provide insights to senior management and regional leaders
* Responsible for the enhancement of the MTT solution with an external agency and of the identification of possible future integrated solutions
Promote the adoption of a global retail solution library
* Manage the solution library digital platform related to retail operational excellence including local, regional and global solutions
* Responsible for the programming and curation of the library of solution
* In charge of the development of the digital platform (Shizen) to support the adoption of the solution library
Oversee integration of operational requirements in the process of the network evolution.
- Secure the integration of boutique operational requirements in the process of boutiques’ renovation
- Work closely with other retail departments to ensure that the new boutique design improves the flows of activities to serve better our client and make the operations smoother and more efficient for our retail staff
Drive the adoption of a culture of operational excellence in retail across the entire organization.
* Act as a performance expert for retail with a 360° view on key activities that contribute to the Maison growth
* Animate a worldwide Retail operation community to ensure the scale up of local & regional solutions worldwide animating the Retail performance and operation community
* Foster collaboration across HQ departments to embed continuous improvement as a way of working in a long-term perspective
Active contributor to the entire scope of Retail excellence department
- Work transversally on various topics relative to retail excellence.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
* You have 10-12 years’ experience in luxury, Industry or FMCG sectors
* You possess a client centered mindset
* You have a strong retail background and previous experience in a boutique or in a local market retail management function
* You have project management skills with strong interpersonal skills to work transversally with departments, entities across retail and beyond
* A successful experience of a team management would be key
* You demonstrate the drive and flexibility to engage transversal teams (including expert teams) to meet deadlines and deliver results
* An experience in process optimization is strongly recommended
* You are familiar with an agile methodology way of working and an experience in digital tool would be a plus
* You speak English fluently
WHAT DO WE OFFER
* We create a positive environment and highlight your personal and team performances.
* We’re fully transparent and share with you: Maison strategies, key information, needs of others Corporate Departments.
* We constantly educate you with: Cartier’s savoir-faire, competitive landscape, industry news, client experience best practices.
YOUR JOURNEY WITH US
If your application is selected, we will give you an introductory call to explain further steps and discuss the opportunity. If things go well on both ends, you will have a chance to meet the Int. Retail Excellence Director and the HRBP in an individual interview.