Retail Performance & Operations Manager

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Retail Operations:

•Ensures that boutique operations are efficient and in line with Maison’s guidelines•Spends time in the field to support boutique staff in mastering boutique tools / services and applying processes / procedures•Identifies areas of improvement, actively develops solutions to enhance boutique operations•Key role in the identification and sharing of boutique best practices•Plans and manages Retail operations budget•Closely works with Landlords/stakeholders to ensure network and performance development

Retail Performance:

•Analyzes business performance, identifies areas of improvement, drives performance•Implements and monitors, boutiques’ Retail Action Plans, adjust where necessary•Collaborates with stakeholders across departments to ensure project and resources are aligned to drive business success•Drives understanding of KPIs and reporting across teams, enhance Boutique managers’ analytical skills and strategic planning•Supports Retail Director & MD with on-demand quantitative/qualitative insights to help decision-making•Utilizes existing performance tracking data and tools, improve and develop new where needed •Benchmarks local competitors’ practices and best practices

Customer Service:

•Monitors repairs and CS operations in close collaboration with boutiques and workshops•Ensures existing service offer is well assimilated and implemented throughout boutiques, trains teams where needed•Encourages and proposes initiatives intended to improve the Customer Experience and escalate to Region if needed