Retail Operations Manager- New York

Richemont; New York (NY); On-site; USD 115,000 - 130,000; Full time

Benefits offered by this job

Annual bonus

Generous compensation and benefits package

Job summary

A leading luxury retail company is seeking a Retail Operations Manager in New York. This role involves ensuring compliance with operational guidelines, monitoring operational costs, and enhancing client satisfaction through various initiatives. The ideal candidate has a Bachelor's Degree and 5-10 years of experience in luxury retail. Strong organizational, communication skills, and proficiency in Microsoft Excel, PowerPoint, and SAP are essential. The position offers a competitive salary and benefits package.

Qualifications

• 5-10 years of relevant experience in luxury retail or related industries.
• Understanding of the luxury retail landscape and commercial acumen.
• Ability to manage multiple priorities in a dynamic environment.

Responsibilities

• Ensure boutiques comply with operational guidelines and support daily inquiries.
• Monitor operating costs of retail division and optimize them.
• Collaborate with departments to improve client satisfaction.

Skills

Organisational skills

Communication skills

Collaborative approach

Proficiency in Microsoft Excel

Proficiency in PowerPoint

Proficiency in SAP

Education

Bachelor’s Degree

Job description

Retail Operations Manager – New York

Location: New York, NY.
Employment type: Full-time.
Senior level: Mid‑Senior level.
Industry: Luxury Retail & Jewelry.

Responsibilities

• Ensure Boutiques understand and fully comply with Richemont & Maison’s operational guidelines (Audit rules, Security guidelines, Maison Retail Book…) and support boutiques in their daily enquiries.
• Closely work with Commercial Directors and Boutiques to ensure controls are in place and flawless execution.
• Implement the tools and communication to ensure the right level of knowledge within the teams (including Trainings and Knowledge Management System).
• Drive local initiatives intended to streamline, standardise, optimise store procedures or policies, and daily operations in order to improve productivity.
• Facilitate exchange of information with other departments within the Maison and across Richemont on any retail operations topics and projects.
• Monitor operating cost (retail division) and ensure that the general costs of carrying out the retail operations are optimised.
• Responsible for the store application environment, acting as a liaison between the stores, central teams, and local IT.
• Ensure proper functioning aligned with business needs as well as full adoption within the teams.
• Initiate new projects, escalates requirements for enhancements, client experience and satisfaction.
• Coordinate qualitative retail excellence initiatives (New services, Mystery Shopping, Boutique environment…) from conception phase to roll‑out, adapted to local specificities (culture, operations…) to support boutiques in delivering the utmost experience.
• Collaborate with boutiques teams, Regional Directors, CRM and E‑commerce manager, Training Manager and Performance Managers for rolling out performance‑related programmes and omnichannel initiatives.
• Monitor client feedback and NPS to identify trends, pain points, and areas for improvement to nurture client experience strategy.
• Collaborate with all departments to ensure a cohesive approach to client satisfaction.
• Support the implementation of Clienteling/loyalty programmes to increase engagement and repeat visits, ensuring customer retention & loyalty is a daily priority for all staff members.
• Identify best practices from local markets / boutiques and share them across markets.
• Train and coach sales teams on best practices for delivering outstanding client service and boutique teams engagement and development.
• Animate the Retail Operations community.
• Implement comprehensive onboarding programmes for new joiners to familiarise them with Brand values, policies, and operational procedures.
• Organise ongoing training to all staff, including onboarding and refreshers on corporate/brand policies and services.
• Develop programme to further empower retail teams including commissions.
• Work with Vacheron Constantin HQ on retail people‑related projects and initiatives.

Qualifications

• Bachelor’s Degree with 5‑10 years of relevant experience in luxury retail or related industries.
• Understanding of the luxury retail landscape and commercial acumen.
• Demonstrated expertise in retail operations is a plus.
• Ability to thrive in a cross‑functional environment, with a proactive, collaborative, and results‑oriented approach.
• Strong organisational skills.
• Ability to manage multiple priorities in a dynamic environment.
• Confident and articulate, with excellent communication and interpersonal skills.
• Proficiency in Microsoft Excel, PowerPoint and SAP.

About Richemont

Vacheron Constantin celebrates 270 years as the world’s oldest watchmaker in continuous production since 1755. Headquartered in Geneva, Switzerland, we operate a global retail network of nearly 200 points of sale across 36 countries. Every member of our exceptional global community of watchmakers, artisans and dedicated professionals share a common devotion to our exceptional heritage and a passion to trailblaze an even brighter future.

Compensation & Benefits

Expected Salary Range: $115K‑130K annually. Eligible for an annual bonus. Salary will be determined based on relevant skills and experience. Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

At Richemont

We Craft the Future!