Senior Retail Excellence Manager H/F

Christian Louboutin; Paris; Sur place; EUR 120 000 - 180 000; Plein temps

Résumé du poste

Christian Louboutin seeks a Retail Excellence Senior Manager to elevate client experience and store performance globally. Reporting to the Retail Excellence Director, you will lead the Retail Excellence Program, monitor performance, and collaborate with markets to deploy best practices across the network.

You will manage two direct reports, drive omnichannel services, ESG initiatives, and sustain engagement with global retail teams, ensuring exceptional luxury client service.

Qualifications

• Master's degree or higher in business, engineering, or related field.
• 10+ years of experience in luxury retail with leadership of teams.
• Proven track record in retail excellence, operations, and project delivery.

Responsabilités

• Elevate client experience and store performance globally.
• Lead the Retail Excellence Program and monitor retail performance across markets.
• Partner with key global functions and markets to implement best practices.
• Promote a client-centric, retail-focused culture throughout the organization.
• Oversee 2 direct reports and collaborate with retail managers and operations managers.
• Design, implement, and evolve the REX program including omnichannel services and ESG initiatives.
• Measure success with KPIs and sustain the program with ongoing engagement.

Connaissances

Leadership

Strategic thinking

Project management

Cross-functional collaboration

English proficiency

Formation

Master's degree in Business or related field

Description du poste

Reporting to the Retail Excellence Director, the Retail Excellence Senior Manager’s mission is to elevate our client experience and our store performance globally. He is in charge of the Christian Louboutin retail excellence program, the monitoring of our retail performance and our global retail operations.

The Retail Excellence Senior Manager works in partnership with all key global functions and markets to ensure successful retail practices are implemented in our network. He promotes a client centric and retail focused culture throughout the organization.

The Retail excellence Manager has 2 direct report and works closely with retail managers and retail operations managers from all markets globally to implement & coordinate the retail excellence program.

Retail Excellence Program

• Context :
• A thorough REX Program has been successfully launched in retail boutiques from July 2026 onwards. It defined standard retail practices in collaboration with markets and the key global functions to ensure we operate our Ideal CL stores in order to deliver an exceptional client experience. A handbook of standard retail practices & guidelines has been created to establish our expectations for CL stores globally. This handbook focuses on all aspects in the boutique:
• Client performance, selling Ceremony, customer journey
• Back office operations: inventory management, stock organization…
• Performance management, retail KPIs, target setting, touchbase with team, briefings.
• Continue Implementation of REX Program in 2027 & following years.
• In collaboration with the Retail Excellence Director and the markets, coordinate & continue the REX program which has been successfully launched.
• Support local markets to understand, implement and launch the REX program.
• Ensure that all boutiques in the world are REX certified with the 1st phase by early 2027.
• Design & Innovate the REX Program to enter in the following phase.
• In collaboration with the markets and the key global functions, create the second phase of REX program – focus especially on Omnichannel Services (OMS, Customer Services, etc.), After Sales Service (Repairs, Warranty, etc.) & ESG initiatives in Boutiques. Design the REX certification program for all distribution network (Retail, Ecom, Wholesale, etc.)
• Celebrate & measure successes / ensure sustainability of the program:
• Thru constant engagement of the retail teams globally, positive communication & innovative rewards. Sustain the program with constant animation of the Retail Community (MDs & Retail Managers) with monthly catch up calls, 1 annual seminar, etc. Simplify the access to the program with digital support, comprehensive trainings, constant animation of the boutique communities.

Measure success with the“Certification” for the stores to track progress and evaluate successful implementation of the program in all distribution networks.

Global retail operations

Senior Retail Excellence Manager is the retail referent for all global projects linked to retail operations (i.e. launch of new category of product, project trackability, POS systems, Stock Management, etc.).

• Maintain constant communication with regions to provide operational support and implement practical solutions to enhance operations.
• Animate and engage the global community of retail operations managers.
• Continue to evolve grooming and uniform policy, in partnership with HR team.
• Manage product packaging / uniforms in collaboration with Visual Identity Team.
• Manage and improve our customer journey in boutiques in collaboration with markets, Visual Identity team, CRM, Merchandising, etc.

Performance

• Support the initiative of 1 global set of key performance indicators (KPIs) to measure client experience and store performance, in partnership with the planning & performance team and the client data team. These KPIs focus on client experience (i.e. voice of client), client recruitment (ie traffic, conversion), client retention (ie share of repeaters, frequency of purchase) and client value (ie UPT, average basket, cross selling)
• Make good use of the global retail dashboard with these KPIs to be cascaded globally to all the regions and stores.
• Collaborate with GMs, retail managers and store managers to monitor and analyze retail performance, identify areas for improvement and growth.
• Measure performance improvement and success of the retail excellence program.

Profile

• Strategic Vision, passion to deliver exceptional client service.
• Strong leadership skills, with a proven ability to lead and inspire teams internationally.
• Strong organizational skills, high energy, curiosity, and open-mindedness.
• Holder of a higher education degree (Master's level, Business School, or Engineering School)
• Minimum of 10 years of experience in retail (Management of one or several luxury boutiques). Proven experience in retail excellence, retail operations & retail projects.
• You have an in-depth knowledge of the state of Retail in the Luxury world.
• Solution-oriented mindset and the ability to manage project phases from ideation to execution.
• Effective collaborator and strong team player.
• Full proficiency in written and spoken English.

With equal qualifications, priority is given to beneficiaries of the employment obligation.

Our business and our values:

Christian Louboutin opened his first boutique in Paris in 1992. An artist and craftsman with a true passion for shoes, his designs are unique and instantly recognizable, thanks in part to their signature and now trademarked red soles. The collections for both men and women combine wit, glamour, elegance and technical proficiency like no other. 2014 welcomed the launched of Christian Louboutin Beaute with its first nail color, Rouge Louboutin. The collection has continued to diversify since then with the launch of lip in 2015, fragrance in 2016 and more recently a wonderful eye collection in 2017. With an extensive range of collections, Christian Louboutin now counts more than 150 boutiques globally.

Our people are at the heart of our brand.

We celebrate individuality and allow the freedom to have responsibility, autonomy, and creativity within your role. Our colleagues have in common the passion and dedication to our Brand, and its continued success.

We live by our values:

We are down to earth – we stand with authenticity, integrity, and respect. We have passion – we drive our business with agility, commitment, and care. We have happiness in all that we do – we collaborate with positivity, open-mindedness, and fun. We work with inspiration – we envision the future with confidence, creativity, and freedom.

The Maison Christian Louboutin is an equal opportunity employer. We are committed to recruitment practices that do not discriminate against any job applicant because of their race, color, gender, age, nationality, culture(s), religion, sex, physical or mental disability, or age. We believe that a culture of diversity and individuality fosters our core values as we listed above. So, if you also share this mindset and these values and you dream of coloring your soles red as part of the Louboutin adventure, please join us!

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