The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
WHAT WILL BE YOUR MISSION?
As the he Regional Retail Excellence Director, you will be responsible for defining, implementing, and continuously improving retail operational standards, processes, and the overall customer experience across MEIAT region.
You will drive consistency, efficiency, and best practices to elevate regional retail performance, enhance customer satisfaction, and support the achievement of commercial objectives.
In this capacity, you will lead a team of direct reports, including a Client Engagement Manager (covering Customer Service and Client Relations Center), Retail Excellence Manager, and a Retail Experience Manager, ensuring their initiatives are aligned with the Maison's brand identity and strategic goals for the region.
HOW WILL YOU MAKE AN IMPACT?
As a pillar within the Regional Commercial team, you will be responsible for the following:
Strategy & Vision:
- Develop and articulate a clear vision and strategy for retail excellence within MEIAT, aligning with global business objectives and brand positioning.
- Identify key areas for improvement in regional retail operations, customer experience, and staff performance.
- Translate strategic goals into actionable plans and initiatives for the regional retail network.
Team Leadership & Management:
- Lead, mentor, and develop a high-performing regional team, including the Client Engagement Manager (CS and CRC), retail excellence manager, and retail Experience Manager.
- Set clear objectives, provide regular performance feedback, and foster a collaborative and results-driven environment.
- Ensure effective communication and alignment of priorities across the direct reports and their respective teams.
- Empower direct reports to drive their functional areas while ensuring cohesive regional retail excellence.
- Support identification of best practices across team and Maison.
Operational Standards & Processes:
- Oversee the definition, documentation, and implementation of best-in-class retail operational standards and procedures across all boutiques and points of sale within the region, guided by the Regional Operations Manager.
- Ensure consistency in operations excellence.
- Approve and ensure adherence to operational manuals, guidelines, and playbooks for regional retail teams.
Customer Experience (CX) Enhancement:
- Champion a customer-centric approach, continuously seeking ways to elevate the luxury customer journey across the region, in close collaboration with the Regional Experience Manager.
- Develop and implement strategies to enhance service quality, clienteling, and post-sale engagement, including the integration of Customer Service (CS) and Client Relations Center (CRC) activities overseen by the Client Engagement & CRC Manager.
- Monitor regional customer feedback (e.g., surveys, mystery shopping, direct feedback) and translate insights into actionable improvements.
- Ensure the regional retail environment reflects the Maison's luxury image and provides an exceptional experience.
Performance Management & KPIs:
- Establish and monitor key performance indicators (KPIs) related to retail excellence, operational efficiency, and customer satisfaction across the region.
- Analyse regional retail performance data to identify trends, opportunities, and areas requiring intervention.
- Prepare regular reports and presentations on regional retail excellence initiatives and their impact to senior leadership.
Training & Development:
- Collaborate with HR and Learning & Transformation teams to design and deliver comprehensive training programs for regional retail staff on operational procedures, service standards, product knowledge, and clienteling techniques.
- Ensure ongoing coaching and development opportunities for regional retail managers and their teams, leveraging the expertise of direct reports.
Innovation & Best Practices:
- Research and identify industry best practices, emerging retail technologies, and innovative approaches to enhance regional retail operations and customer experience.
- Lead pilot programs and rollouts of new tools, systems, and processes designed to improve efficiency and effectiveness within the region.
- Foster a culture of continuous improvement and operational excellence within the regional retail organization.
Cross-Functional Collaboration:
- Work closely with various regional and market and Richemont departments including Marketing, Merchandising, IT, HR, and Finance to ensure seamless execution of retail strategies.
- Act as a key liaison between corporate functions and the regional retail field teams.
Budget Management:
Manage budgets related to regional retail excellence initiatives, tools, and training programs.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
At Cartier, we believe passion and expertise are the sparks that create extraordinary success. To truly thrive in this role, you’ll bring:
- Minimum of 15+ years of management experience in a multinational organisation including in a commercial & retail field with a master’s degree in business administration or equivalent
- Retail Acumen
- Strategic Thinking
- Data Driven supported by a rounded commercial awareness
- Digital mindset
- Experience in working transversally with all key functions in a market/HQ
- Demonstrated the ability to deal with ambiguity
- Ability to navigate in complex international environments
- Flexibility to adapt quickly to changing circumstances
- Fluent preferably in multiple languages with spoken and written English as mandatory
- Excellent communication skills and interpersonal skills with the ability to interact/collaborate within a team.
- Ability to navigate in complex international environments.
WHAT DO WE OFFER
At Cartier, you will be part of a community bound by a strong sense of responsibility, where connection, collaboration, and collective spirit thrive.
We empower individual talents, united by a shared commitment to excellence, inspired by the world's diverse cultures, to respect and enrich our unique heritage. We believe that different perspectives fuel innovation and drive us to create exceptional experiences.
We offer an energizing environment for career growth and the opportunity to contribute your individual vision to a legacy of creativity.
We celebrate every achievement, big or small, fostering meaningful connections through gratitude and mutual support, nurturing a sense of belonging.
Join us at Cartier, a place like no other, forever moving forward.
YOUR JOURNEY WITH US
If your application is selected, you will receive an introductory call from a member of our Talent team to explain further steps and discuss the opportunity. If there is a match from both sides, you will have a chance to meet with the VP Commercial, CEO and HR Team as part of a video or in-person interview. If we are positive from all sides and this is an exciting challenge for you, you will receive a job offer to join Cartier and a warm invitation to the team!
Take your next step with Cartier, we look forward to hearing from you!