COMMERCIAL OPERATIONS MANAGER

SupportFinity™; Brasil; Presencial; BRL 200 000 - 320 000; Tempo integral

Resumo da oferta

SupportFinity™ is seeking an experienced Retail Operations Director to lead luxury boutique networks in Brazil. You will align HQ guidelines with boutique realities, drive KPI achievement, and ensure flawless client experiences across merchandising, service and compliance.

You will build a high‑performing team, plan openings and relocations, coordinate with Training and L&D, and manage multi‑stakeholder projects in a fast‑moving luxury retail environment, while upholding brand integrity.

Qualificações

• 10+ years in retail management, preferably luxury retailers.
• Proven ability to manage merchandising, customer service and stock.
• Strong PM and stakeholder management skills.
• Experience aligning HQ guidelines with boutique operations.

Responsabilidades

• Oversee boutique openings, closures, refurbishments and relocations.
• Rollout HQ projects locally.
• Ensure implementation of guidelines and KPIs in boutiques.
• Lead and develop boutique teams, coaching and succession planning.
• Coordinate with Training and L&D for staff development.

Conhecimentos

Retail management

Luxury retail experience

Project management

Stakeholder management

Analytical thinking

Communication skills

Strategic thinking

Team leadership

Budget/financial acumen

Multilingual English Mandarin Cantonse

Ferramentas

SAP

Excel

Descrição da oferta de emprego

HOW WILL YOU MAKE AN IMPACT?

• Apply & adapt all HQ guidelines, such as client services, visibility, merchandising, customer service, compliance and security, and support boutiques in smooth operations.
• Actively ensure the implementation of company guideline in boutiques and the achievement of operational KPIs
• Review & update the operations guideline to fulfil the client experience.
• Ensure professional Customer Service is provided in boutiques.
• Analyze client feedback and communicate results and define action plans with Training Manager and Boutique Managers
• Assist boutique team to handle customer complaints, use the opportunity to build up a long‑term relationship.

Operation Excellence

• Apply & adapt all HQ guidelines, such as client services, visibility, merchandising, customer service, compliance and security, and support boutiques in smooth operations.
• Actively ensure the implementation of company guideline in boutiques and the achievement of operational KPIs
• Review & update the operations guideline to fulfil the client experience.
• Ensure professional Customer Service is provided in boutiques.
• Analyze client feedback and communicate results and define action plans with Training Manager and Boutique Managers
• Assist boutique team to handle customer complaints, use the opportunity to build up a long‑term relationship.

People Management

• Motivate boutique team to drive business, create a positive work environment, empower the team, encourage innovative solutions and create team commitment to the Maison.
• Closely communicate with Boutique Managers to assess staff performance and development, suggest effective succession plan
• Work with Training Manager to define training needs of boutique team and ensure the impact of trainings.
• Perform regular coaching on‑the‑job for Boutique Managers and teams.
• Responsible to maintain a stable and high‑performance team, ensure smooth integration of new joiners, identify steps to reduce turnover and retain top talent via career development.
• Identify top candidates. Build up a talent pipeline
• Orchestrate with L&D manager the sales talent groups(rising star, watch expert…)
• Prepare monthly commission and incentives paid to retail staff.
• Manpower planning

Project Management

• In charge of boutique openings, closures, refurbishments and/or relocations
• Rollout of HQ projects locally

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

Required Competencies

• More than 10 years with recent experience in retail managerial position, ideally luxury retailers, ideally in hard jewelry sector
• Possess track record of all rounded knowledge on Retail business from marketing to stock to frontline sales.
• Commercial efficiency driven and performance enablement oriented, critical thinking and problem‑solving capability, attention to details, upholding growth mindset and standards for high performance culture
• Advanced Project Management skills, Facilitation and Communication Skills with proven success in managing multi‑stakeholders relationships from working level to senior management and able to achieve deliverables in a fast changing complex retail environment.
• Embodies the values of Cartier and prior experience in Retail, Commercial or CRM. Preferably with working knowledge of functions such as marketing communication and sales operation.

Specific competencies

• Strategic thinking, Analytical skills, quick thinking, anticipation, attention to detail, multi‑layers stakeholders management, strong analytical mind and proficiency in relevant tools for workflow automation, business analysis and presentation in Cantonese and English.
• Must be reliable on figures and administrative tasks, and familiar with complex IT systems (SAP, Excel).

Languages

• Fluent in Mandarin & English