COMMERCIAL OPERATIONS MANAGER

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

HOW WILL YOU MAKE AN IMPACT?

Operation Excellence

• Apply & adapt all HQ guidelines, such as client services, visibility, merchandising, customer service, compliance and security, and support boutiques in smooth operations.
• Actively ensure the implementation of company guideline in boutiques and the achievement of operational KPIs
• Review & update the operations guideline to fulfil the client experience.
• Ensure professional Customer Service is provided in boutiques.
• Analyze client feedback and communicate results and define action plans with Training Manager and Boutique Managers
• Assist boutique team to handle customer complaints, use the opportunity to build up a long-term relationship.

People Management

• Motivate boutique team to drive business, create a positive work environment, empower the team, encourage innovative solutions and create team commitment to the Maison.
• Closely communicate with Boutique Managers to assess staff performance and development, suggest effective succession plan
• Work with Training Manager to define training needs of boutique team and ensure the impact of trainings.
• Perform regular coaching on-the-job for Boutique Managers and teams.
• Responsible to maintain a stable and high-performance team, ensure smooth integration of new joiners, identify steps to reduce turnover and retain top talent via career development.
• Identify top candidates. Build up a talent pipeline
• Orchestrate with L&D manager the sales talent groups(rising star, watch expert…)
• Prepare monthly commission and incentives paid to retail staff.
• Manpower planning

Project Management

• In charge of boutique openings, closures, refurbishments and/or relocations
• Rollout of HQ projects locally

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

Required competencies

• More than 10 years with recent experience in retail managerial position, ideally luxury retailers, ideally in hard jewelry sector
• Possess track record of all rounded knowledge on Retail business from marketing to stock to frontline sales.
• Commercial efficiency driven and performance enablement oriented, critical thinking and problem-solving capability, attention to details, upholding growth mindset and standards for high performance culture
• Advanced Project Management skills, Facilitation and Communication Skills with proven success in managing multi-stakeholders relationships from working level to senior management and able to achieve deliverables in a fast changing complex retail environment.
• Embodies the values of Cartier and prior experience in Retail, Commercial or CRM. Preferably with working knowledge of functions such as marketing communication and sales operation.

Specific competencies

• Strategic thinking, Analytical skills, quick thinking, anticipation, attention to detail, multi-layers stakeholders management, strong analytical mind and proficiency in relevant tools for workflow automation, business analysis and presentation in Cantonese and English.
• Must be reliable on figures and administrative tasks, and familiar with complex IT systems (SAP, Excel).

Languages:

• Fluent in Mandarin & English

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