Retail Operations Manager

Richemont; New York (NY); On-site; USD 100,000 - 115,000; Full time

Job summary

Richemont seeks a Retail Operations Manager for Buccellati to drive operational excellence in a luxury boutique environment. Responsibilities include maintaining operating procedures, overseeing sales performance metrics, managing inventory, and ensuring high-level customer service standards. Candidates should have significant experience in the luxury retail sector, strong communication skills, and a proactive approach to teamwork.

Benefits

Medical, dental, and vision programs

401(k) with employer match

Paid time off

Wellness reimbursement benefit

Employee assistance program

Volunteer days off

Qualifications

• 5+ years experience in jewellery or high-value luxury product sales.
• Strong written and oral communication skills.
• Must be able to lift 20+ pounds and manage multiple tasks.

Responsibilities

• Implement and maintain boutique operating policies.
• Oversee inventory control and quality control of merchandise.
• Manage incoming/outgoing shipments and facilitate client expectations.

Skills

Customer service

Attention to detail

Communication

Tools

SAP

Job description

Buccellati is an Italian jewellery, high-jewellery and silversmithing Maison founded in 1919, admired in the world for its craftmanship and the uniqueness of its creations. Today, the Buccellati jewels stand out for their design and for the techniques used to create them, such as the hand-engraving technique, dating back to the goldsmithing traditions of the Italian “bottega” of the Renaissance times.

The Maison’s unrelenting desire to create objects of rare beauty has made Buccellati renowned in the world for a style that is distinct, inimitable and imbued with sophisticated Milanese heritage, at once glamourous and contemporary.

The Maison has been part of the global luxury group Richemont since September 2019 and the Buccellati family is still present in the Company to perpetuate its style and unparalleled craftsmanship tradition.

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Retail Operations Manager

Role Overview

Buccellati is searching for an operation professional with a demonstrated track record in operational roles and driving sales performance in a fast-paced boutique environment. As an Ambassador of the Maison, you are expected to support the operations and administrative tasks for the North American boutique network, as directed by management, and support with hosting clients and driving sales when necessary. You will be the liaison between boutiques and the corporate office and will support the implementation and enforcement of policies and procedures at the boutique level, reporting directly to the Boutique Director.

Responsibilities

• Implement and maintain boutique operating policies and procedure manual. Partner with RNA Finance and Loss Prevention departments
• Perform all tasks related to inventory control and all tasks related to Quality Control of merchandise including but not limited to proper vault storage, QC of merchandise for incoming and outgoing memos, receipt of stock, check of all item’s tags/tickets, QC of merchandise on the floor.
• Oversee and prepare weekly, monthly, and annual reports and provide strategic analysis/action plans for Boutique Network to achieve and surpass goals and objectives. Monthly & Quarterly Performance KPI’s for the stores. Newsletter reporting. Perform special projects as designated by Senior Management, Retail Director NA, Brand President.
• Manage all aspects of building maintenance as described by RNA including scheduling routine maintenance appointments and checking all retail aspects of the boutique are always in excellent condition.
• Manage incoming and outgoing shipments and their vendors.
• Manage and facilitate the process of creating memos/consignment and the accurate inventory of these products, in partnership with the Marketing Team.
• Organize storage of jewelry, warranty cards, and accessories; Organize and update on a regular basis, Flagship back-office area
• Responsible for the merchandising and daily maintenance of displays and back-stock
• Review and order all relevant supplies for boutique operations (bi-weekly) in partnership with Boutique Director.
• Review and report any store maintenance issues, coordinate with local contractors/ vendors in partnership with the manager
• Take lead on any special projects as assigned by upper management team.

After sales and Customer Service Support

• Oversee all incoming and outgoing repairs
• Master SAP repair process and communicate efficiently to clients and Richemont colleagues
• Take images of all repairs before they are shipped from boutique, take photos when they return
• Ensure 100% satisfaction for after sales clients and manage/ exceed client expectations
• Consistently and accurately, oversee that all client data has been entered into SAP by Sales Associate; Keep track of client orders for Sales team
• Ensure 100% satisfaction for after sales clients and manage/exceed client expectations
• Understand and comply with all security and operational policies and procedures for the Group, Maison, and boutique network; Communicate with the audit team to submit all necessary paperwork on time (in collaboration with the Boutique Director/Retail Network Coordinator)
• Daily ensure efficient execution of receiving and transfer out of product, receiving all logistic deliveries
• Adhere to Richemont Americas audit practices: scan quality of product, provide relevant ticket number, communicate with team
• Actively participate in daily/ monthly and annual product inventories and cycle counts for watches, accessories, and straps to prepare and ensure a successful audit in partnership with the boutique manager
• Proactively check and ensure that all physical inventory is correctly reflected in the system (i.e. price changes)
• Assisting and facilitating with Sales Executives or Boutique Directors as needed for staffing coverage, private appointments
• Ensure the point-of-sale area is well stocked with items needed for a seamless selling ceremony
• Greet and assist clients as needed, in an elevated manner creating an inviting atmosphere

Qualifications

• Self-starter with team-player approach
• Strong understanding of customer service needs; strong attention to detail with the ability to manage multiple tasks simultaneously and with precision.
• Must be able to lift 20+ pounds as needed. Physical duties involve standing, stairs, lifting, and moving.
• Strong written and oral communication skills
• 5+ years previous experience in jewellery or high-value luxury product sales and operations experience preferred.
• Additional language skills are a plus.
• Advanced knowledge of SAP; Excellent computer skills
• Must be available to work retail hours including nights and weekends.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer – United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future

Expected Salary Range: $100,000 - $115,000

Salary will be determined based on relevant skills and experience.