The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices.
Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
Our objective is to create the most exceptional client experience with the most productive environment and team. Doing so with consistency across the network – giving our clients a unified experience throughout North America while enhancing our client development opportunities. To do so, we operate in an appointment-recommended model, allowing us to provide clients with the best possible boutique experience, including personalized product curation, attention, and services for their creation.
The Operations Manager contributes to the overall commercial success of the boutique by upholding Maison compliance and achieving operational excellence. In a highly dynamic and collaborative environment, the Operations Manager oversees all aspects of the day-to-day processes, including the management and development of the Operations team to ensure key administrative support for transactional activities, financial compliance, logistics, and inventory control, and effectively leads the implementation of policies and procedures.
KEY RESPONSIBILITIES:
Operational excellence/compliance
- Ensure proper understanding and execution of all Maison policies and procedures within the boutique, lead and influence compliance among the broader team
- Implement and maintain efficient opening and closing procedures
- Oversee proper movement of products in/out of the boutique, including, but not limited to, shipments, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
- Consistently demonstrate and enforce excellent care and proper product handling; ensure appropriate packing, shipping, and receiving procedures are maintained, particularly for high-value creations
- Oversee financial aspects of boutique sales; ensure daily transactions and proper paperwork are submitted to respective corporate teams in a timely and accurately
- Ensure overall fluidity of other transactional flows (e-commerce, etc.) to sustain efficient business operations and seamless client experience
- Oversee inventory control processes (e.g., daily/weekly/monthly counts and stock movements) to ensure a successful annual inventory
- Partner with boutique management to monitor and control boutique operating costs and ensure effective allocation of resources
- Uphold Cartier standards within the boutique environment, including, but not limited to, maintenance, third-party vendors, tools and technology, equipment, etc.
- Oversee the boutique supply inventory, including replenishment needs for sales and hospitality areas, as well as back of house; lead, implement, and maintain Lean/5S strategies for optimal storage organization in partnership with the Regional Operations Manager
- Oversee operational aspect of care service responsibilities as needed (e.g., the client repair flow, execution of reports, and monthly inventory/reconciliation)
- Lead overall success of boutique audits; partner with management to implement and execute action plans
- In partnership with boutique management, oversee overall display maintenance of the boutique (e.g., proper visual standards, product maintenance and understock organization, cleanliness, etc.)
- Oversee daily setup and breakdown of the boutique for opening/closing in partnership with the management team
- Exhibit strong communication and problem-solving skills by partnering effectively with boutique management, commercial network, regional leadership, and corporate departments as needed
- Key user of new operational tools and rollouts as needed: Collaborate with Regional Operations Manager and/or corporate teams on testing, sharing feedback, in-boutique training, and driving adoption
- Consistently reach and aim to exceed all KPIs
Maison / industry knowledge
- Develop fundamental brand knowledge to convey Cartier heritage and values • Remain current on all industry news, local/global competition, and connection to the community
- Remain aware and keep current with the competitor landscape, ensure Cartier service and operations remain competitive and unique with the highest degree of excellence
- Discuss and collect valuable feedback from the boutique team; share and collaborate with region and network peers on operational best practices
Talent and leadership
- Consistently elevate the level of operational excellence and ensure all day-to-day processes are effective and efficient (e.g., boutique organization, workflow, etc.); collaborate with management regional leaders to provide ideas and solutions to client-facing teams
- Build a transversal team and set expectations so all team members are responsible for operations
- Exhibit a high degree of professional maturity and lead by example
- Lead with authenticity and drive transparency, serve as a consistent and communicative voice with key updates and information
- Inspire and engage team members by connecting them to the bigger picture of operational strategies, provide clear and motivational individual/team updates and feedback, foster an inclusive culture within the boutique
- Build interpersonal trust by creating a safe space and sense of belonging, embrace and integrate diverse perspectives
- Create team spirit and cultivate an environment where team members are recognized as valued contributors to the overall success of the boutique • Hold talent accountable for demonstrating Cartier competencies and behaviors to achieve goals and KPIs
- Train, develop, and motivate a team of Operations Coordinators; show proactive leadership by facilitating idea generation and creative problem solving; drive ongoing learning
- Deliver and document clear and consistent performance management feedback, provide ongoing coaching (on-the-spot, etc.) to ensure individual development and high-performing team
- Have a 360 view of talent (internal and external), and serve as a “talent ambassador” by conducting external pipelining activities
- Be an active member of the network Operations community
QUALIFICATIONS:
Education
- Bachelor’s degree in a business-related field
Industry experience
- 5 to 8 years of operations management experience in the luxury retail environment
- Required experience in leading leaders and managing direct reports
Technical skills/abilities
- Excellent computer skills and use of technology • Exceptional skills in Microsoft Office applications, especially Excel
- SAP knowledge preferred
- Additional language skills are a plus
Personal skills
- Must be available to work retail hours (including evenings and weekends), overnight travel for training, client events, and other business events as needed • Ability to work in a fast-paced, evolving environment
- Excellent analytical, organizational, and interpersonal communication skills are required
- Strong understanding of client service needs and priorities (internal and external)
- Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy and precision
- Collaborative approach with the ability to foster a positive and inclusive work environment
- Ability to motivate and inspire others and instill trust
- Proactive approach to analyzing business and human resource needs
This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer
WE OFFER
Richemont cares about our associates’ health and well-being and offers a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs and access to the employee assistance program for you and your household members. The company offers income protection solutions, including life insurance, disability benefits, and 401(k) with employer match. Wherever you are on your journey, our family-building benefits are here to guide you.
We offer access to educational resources, the industry’s best care, and a team of supportive Care Navigators to help guide you through the family-building process. Understanding the importance of wellness and work-life balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.
At Richemont, We Craft the Future!
Base salary: $105,000 - $120,000.
Salaries will be negotiated based on relevant skills and experience.