Senior Retail Operations Manager

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Richemont Full time

Creates, develops and leads projects that will position Cartier as a 1st in class in Retail Operations.

Review, challenge the efficiency of all procedures and Company policies and secure its implementation.

Partner with boutique management leaders to instill the strategy of the retail transformation while being a warrant of excellence in all boutique operations and client services, ensuring consistent operational excellence, experience and performance.

The candidate has to possess:

  • track record of knowledge and expertise with thorough understanding of luxury client purchasing behaviors and have proven experience in working successfully with cross-functional teams to achieve deliverables in a client-centric luxury retail environment.
  • solid experience and knowledge on boutique daily operations, store efficiency and continuous improvement, customer's satisfaction barometer & complaint handling & staff issues, sales and KPIs management.
  • project management, critical thinking and problem-solving capability with a data-driven approach, strong analytical mind ad attention to details with high standards of compliance & risk management.
  • Embodies the values of Cartier.
  • Prior experience in Retail, CRM or Business analyst backgrounds. Ideally with boutique experience.

Boutique Daily Operations

    • Oversee and enhance the daily operations of Cartier's retail boutiques in Hong Kong, maintaining the Cartier's high standards of luxury and service, striving for operational excellence within all boutiques.
    • Is the warrant of a correct and efficient implementation and use in all boutiques of all policies, procedures, guidelines and tools.
    • Support the retail network to ensure compliance with both Cartier and Richemont procedures, direct partner & liasing with corporate office departments ( IT, Payroll/Finance, Health & Safety, Security, etc) liaising with corporate office team, update the local manual of procedures, communication to the boutique staff
    • Ensures the order, implementation and correct usage of all Art of Living-related items and tools such as uniforms, music, fragrances, iPads, etc.
    • Collaborate with marketing and visual merchandising teams to execute in-store implementation and maintain visual standards.
    • Manage inventory levels, ensuring optimal stock turnover and loss prevention.
    • Support in boutique and event operations
    • Involve in managing client complaints and mediation of staff issues

Boutique Operations Excellence

    • Guarantees the highest standards of boutique operations (Client Service, Boutique Maintenance, etc.) with implementation of operational strategies to improve efficiency, client experience, and business performance.
    • Is responsible for the correct implementation of the Central policies and procedures, and its adaptation to local laws, ensure strict compliance with both local regulations and Cartier's internal policies.
    • Ensure strong audit/compliance results for all boutiques
    • Drives the project of boutique BOH transformation, digitalization and optimization
    • Supports the implementation of dedicated tools to drive Boutique Operations and drive productivity including the overview on AL, OT management, BOH optimization and usage of digital solutions
    • Control operational budgets and manage cost efficiency measures.
    • Conduct regular audits and reviews of store processes and systems, initiating improvements as needed.

Boutique ops supervision and link to talent development and operational improvements

    • An oversight on daily operations of the boutiques, monitoring efficacy and identifies operational improvements, connection into the boutique's and POS' life and its operations in order to support its functionality
    • Develop and maintain a to set, monitor, and review operational and sales targets within a performance management framework
    • Market key-user to Roll-out projects at local level / train boutique teams on new tools & processes
    • Close collaboration with HR & L&D, develop & perform new hire onboarding, training and development initiatives to ensure operational consistency and aptitude
    • Identify competency gaps and oversee staff development to build a highly skilled retail operations team.

Job Requirements:

  • Bachelor's degree in Business Administration or a related field.
  • More than 8 years with at least 3 years in managerial position for luxury retailers, ideally hard luxury sector.
  • Strong leadership skills, with a track record of leading a successful team.
  • Excellent communication and interpersonal skills. Fluent in English and Cantonese, Mandarin is a plus.
  • Ability to analyze business data and draw conclusions.
  • Strong organizational skills with the ability to multitask and project management with proven ability to implement process improvement initiatives.
  • Integrity, ethics, team & culture fit. Sensitivity and Discipline to maintain highest standard to information and data confidentiality.
  • Proficiency in Excel, VBA, PowerBI, for workflow automation, business analysis and presentation in Cantonese and English.

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