Retail Operations Manager

Retail Operations Manager – New York

Location: New York, NY.
Employment type: Full-time.
Senior level: Mid‑Senior level.
Industry: Luxury Retail & Jewelry.

• Ensure Boutiques understand and fully comply with Richemont & Maison’s operational guidelines (Audit rules, Security guidelines, Maison Retail Book…) and support boutiques in their daily enquiries.
• Closely work with Commercial Directors and Boutiques to ensure controls are in place and flawless execution.
• Implement the tools and communication to ensure the right level of knowledge within the teams (including Trainings and Knowledge Management System).
• Drive local initiatives intended to streamline, standardise, optimise store procedures or policies, and daily operations in order to improve productivity.
• Facilitate exchange of information with other departments within the Maison and across Richemont on any retail operations topics and projects.
• Monitor operating cost (retail division) and ensure that the general costs of carrying out the retail operations are optimised.
• Responsible for the store application environment, acting as a liaison between the stores, central teams, and local IT.
• Ensure proper functioning aligned with business needs as well as full adoption within the teams.
• Initiate new projects, escalates requirements for enhancements, client experience and satisfaction.
• Coordinate qualitative retail excellence initiatives (New services, Mystery Shopping, Boutique environment…) from conception phase to roll‑out, adapted to local specificities (culture, operations…) to support boutiques in delivering the utmost experience.
• Collaborate with boutiques teams, Regional Directors, CRM and E‑commerce manager, Training Manager and Performance Managers for rolling out performance‑related programmes and omnichannel initiatives.
• Monitor client feedback and NPS to identify trends, pain points, and areas for improvement to nurture client experience strategy.
• Collaborate with all departments to ensure a cohesive approach to client satisfaction.
• Support the implementation of Clienteling/loyalty programmes to increase engagement and repeat visits, ensuring customer retention & loyalty is a daily priority for all staff members.
• Identify best practices from local markets / boutiques and share them across markets.
• Train and coach sales teams on best practices for delivering outstanding client service and boutique teams engagement and development.
• Animate the Retail Operations community.
• Implement comprehensive onboarding programmes for new joiners to familiarise them with Brand values, policies, and operational procedures.
• Organise ongoing training to all staff, including onboarding and refreshers on corporate/brand policies and services.
• Develop programme to further empower retail teams including commissions.
• Work with Vacheron Constantin HQ on retail people‑related projects and initiatives.

• Bachelor’s Degree with 5‑10 years of relevant experience in luxury retail or related industries.
• Understanding of the luxury retail landscape and commercial acumen.
• Demonstrated expertise in retail operations is a plus.
• Ability to thrive in a cross‑functional environment, with a proactive, collaborative, and results‑oriented approach.
• Strong organisational skills.
• Ability to manage multiple priorities in a dynamic environment.
• Confident and articulate, with excellent communication and interpersonal skills.
• Proficiency in Microsoft Excel, PowerPoint and SAP.

Vacheron Constantin celebrates 270 years as the world’s oldest watchmaker in continuous production since 1755. Headquartered in Geneva, Switzerland, we operate a global retail network of nearly 200 points of sale across 36 countries. Every member of our exceptional global community of watchmakers, artisans and dedicated professionals share a common devotion to our exceptional heritage and a passion to trailblaze an even brighter future.

Expected Salary Range: $115K‑130K annually. Eligible for an annual bonus. Salary will be determined based on relevant skills and experience. Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

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