Operations Manager

Van Cleef & Arpels; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A luxury jewelry brand located in Singapore is seeking a Retail Operations Manager to oversee boutique operations. This role involves managing back-office functions, ensuring customer service excellence, and leading a team for optimal performance. The ideal candidate will have a strong background in retail management and customer service, plus experience with systems like SAP. Join this prestigious brand to drive boutique success and maintain brand standards.

Qualifications

• Experience in retail operations management.
• Strong understanding of customer service practices.
• Ability to lead and develop a team.

Responsibilities

• Supervise back-office activities including stock management.
• Ensure compliance with retail procedures.
• Oversee customer service operations in the boutique.
• Manage boutique maintenance budgets.

Skills

Stock management

SAP proficiency

Customer service excellence

Team leadership

Tools

SAP

Job description

Under the leadership and guidance of the Boutique Manager, this role supports in ensuring that boutique operations are efficient and in line with Maison’s guidelines & Richemont compliance, helping the boutique team to deliver exceptional client experiences with tools from HQ. He/she will manage the team members of back of house operations and the in-boutique CS workshop ensuring efficient and seamless boutique execution.

Retail Operations

• Supervise back-office activities (stock management, including POS display, cash & bill procedures, document management, etc)
• Be the key-user for SAP & digital tools (sales, CRM, CS and back office)
• Be the referent for compliance, finance, security and IT topics
• Ensure retail procedures are respected (selling, customer services, stock management, security…)
• Ensure awareness of Maison’s policies & commercial rules
• Provide reporting when necessary
• Provide support during in-boutique animations to ensure efficient, seamless operation flow
• Identify opportunities/ new ideas to constantly elevate the overall boutique operation
• Manage boutique’s expenses

Customer Service & Omnichannel

• Oversee the smooth operation of the in-boutique CS workshop, while adhering to the Richemont standards
• Be a key referent for CS activities and to ensure that the boutique respect and achieve the set CS KPIs
• Ensure & develop customer service excellence of the boutique
• Assist to handle customer service queries/ complaints when necessary
• Coordinate omnichannel activities to ensure seamless client journey (orders, appointment booking, and shipping from boutique…)

Boutique Maintenance

• Ensure that the boutique is well maintained in always ensuring Maison's image
• Manage the boutique maintenance budget with office team

Team Development

• Lead, develop the back of house team member and CS administrator
• Together with Boutique Manager and Assistant Boutique Manager, define the recruitment needs, participate in the recruitments, and integrate new team members (induction, probation period validation)
• Animate the boutique team with topics related to Retail Operation and Customer Service

Maison Identity & Expertise

• Be an ambassador of the Maison, equip with knowledge on Maison DNA, Savoir faire and product knowledge on High Jewelry, Jewelry, Watchmaking and Stones