Retail Operation Manager

4 semanas atrás

São Paulo, Brasil Richemont Tempo inteiro

Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.

Role Overview


The Retail Operations Manager is responsible for the network-wide daily operations including maintenance, inventory control, performance tracking and projects. The individual will support the Retail team in driving sales and customer service excellence through sales support assistance with tactical and daily operations as well as monitoring performance of main KPIs and define in collaboration with Country Manager to reach the defined goals, action plans and business reviews. Additionally, will assist in identifying and coming up with solutions by creating procedures, revising policies and training Retail team members as directed; and should seek to support the Retail network’s team goal to strengthen communication with the field and internal partners. Provides support, guidance and assistance to Corporate Retail Team, Sales Managers and Boutiques.

Plans and manages aspects of Retail Boutique organization with respect to:
• Development and enforcement of policy and procedures at boutique level
• Liaison between boutiques and corporate office
• Ensuring a smooth daily operation in boutiques managing all external vendors involved
• Boutique Excellence culture, maintaining elevated service standards
• Streamline efficiency in operations workload at boutique level
• Boutique Opening, closings, relocations and consolidations
• Internal systems support

Responsibilities

Retail Operations:
• Develop, implement and maintain boutique operating policies and procedures. Partner with Loss Prevention and Finance.
• Manage and participate in store openings, closings, and relocation schedules and plan of action strategies.
• Define strategies to motivate teams to achieve commercial goals via incentives, rewards and contests and manage the dedicated budget
• Manage external vendors and service providers needed to ensure seamless operations in boutiques and own dedicated budget.
• Responsible for communicating company directives, policies and procedures as they pertain to in-store boutique operations, main contact with HQ Retail to implement guidelines and strategies.
• Support, coordinate and monitor physical inventory and audit process.
• Responsible for networking and developing operational best practices within retail network and corporate personnel.
• Partner with IT to evaluate and measure impact of system updates, rollouts and related initiatives.
• Perform special projects as designated by Senior Management.
• Maintain open communication channels within the retail network and supporting departments
• Go-to person amongst boutique Managers and Head office support personnel
• Act as monthly communication filter to ensure that essential information is being communicated to the Retail network
• After Sales Service maintenance coordination and facilitation
• Conduct intermittent Boutique Internal Control Audits & Boutique Excellence visits
• Manage Omnichannel projects involving Boutiques.

Performance Management:
• Partner with Country Manager to define 360 commercial goals and monitor performance, targets, pashing and action plans to reach defined objectives
• Develop and implement an efficient tool kit of performance management at boutique level to foster a culture of business acumen within boutique managers population.
• Monthly, Quarterly, Yearly Boutique KPI Productivity. Responsible for the follow up and implementation of adjustment of the KPIs of the full retail network
• Support CM in Business plans strategies and Business review presentations.
• Collaborate with business analyst to leverage tools and reports that allow deep and clear understanding of performance evolution.


Boutique Excellence:
• Develop and manage client service excellence initiatives, define and source required equipment and etiquette for boutiques.
• Active participation in Boutique visits, understanding operations pain points and best practices affecting the customer journey.
• Ensure Back of House maintenance and uniformity, behind-the-scenes excellence in boutiques, define standards, do’s and dont’s for an efficient management of non-client facing boutique areas – BOH, Storage, Performance boards…


Qualifications
• BA degree; Minimum 5 years of retail field and/or retail operations experience
• Retail math and Microsoft application proficiency (Word, Excel II, PowerPoint) is required
• 1-2 years of inventory management and/or store management experience
• Working knowledge of SAP is preferred
• Commitment to exemplifying the highest integrity and professional business standards
• Ability to adapt to changing priorities
• Creative and proactive approach to problem solving and improving tools
• Goal setting and roadmap development
• High level of energy and a "Get it done" sense of urgency
• The ability to work as part of a team, but also on an independent basis
• Ability to drive results through effective written and verbal communication
• Superb organizational skills with particular attention to detail and the ability to handle multiple projects on time sensitive schedules
• Interfaces with all levels of management and associates in a manner that promotes learning and mutual respect
• Periodic overnight/weekend travel to boutiques on demand as Inventory, Openings/Closings, and Relocations dictate

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