The Retail Performance & Operations Manager (1) supports, proposes and implements the retail strategy in the region; (2) orchestrates retail operational activation within the field and headquarters teams (3) contributes to improving performance, to the efficiency of the retail business.
Core Mission: Support the development of network performance through tools, processes and operations
Business management, support of Area Managers and teams
Professionalization & Digitalization of processes/tools & ensure it is user-friendly for the back office
Development of new Retail projects in collaboration with Retail International
Customer Relationship Development
Fluidity and differentiation of the Customer Experience (+ client delivery)
Main Responsibilities
PERFORMANCE MANAGEMENT
Challenge and make recommendations to the budget planning
Analyze performance and metrics by cluster
Propose ideas for business improvement and detect opportunities for changes in results
Benchmark retail results, especially on department stores (PDM, Ranking)
Provides information / recommendations, both in terms of figures, trade animation and commercial initiatives
Elaborate challenges to focus teams according to categorical needs or retail challenges
RETAIL DEVELOPMENT and EXCELLENCE
Lead platforms for the implementation of new Retail Concepts and store openings
Contribute to the construction of the store activation plan: product launch platforms, KCP, booster plans, in-store services, etc.
Ensure a 360 alignment that is in line with the retail strategy
Be the point of contact with HQ Retail and guarantee the application of HQ guidelines
Support and coordinate business partners for the development plans of the Retail network
Offer innovations for our differentiation and generate brand preference
Monitor and propose action plans on Mystery Shopping campaigns in collaboration with training
Infuse enhancement and elevation of the image of the Maison in its actions
Lead the improvement, deployment and representation of the Customer Satisfaction Questionnaire (NPS and CSat)
Co-piloting and/or MANAGEMENT OF SPECIFIC RETAIL PROJECTS
Depending on the projects to be studied, deployed, tested, he/she positions himself / herself as a contributor, leader, initiator, coordinator on projects of the type:
Omnichannel / online-offline
Clienteling and Customer Experience
Partnerships
Operational execution monitoring tool like Simplifield
Re-evaluate and advise on different variable remuneration
PROFILE
To succeed in this role, you will need a combination of the following skills and attitudes:
Your leadership skills and communication skills help you influence the many stakeholders in the role
You are curious, open-minded and demonstrate strong teamwork skills
Your agility and entrepreneurial spirit will accompany you in the search for new approaches and solutions to the challenges of this position
You have experience in topics such as: Retail Analytics, Store Planning, KPIs in a luxury company
You have an in-depth knowledge of the state of beauty retail in the luxury/selective world, as well as the highest standards of customer experience
Your business acumen, your digital agility and your forward-thinking vision are a solid asset to perform well in our organization
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