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.
main purpose
he/she efficiently manages the boutique operation. His/her main mission is to guarantee that the store operates in the most efficient and compliant manner. In the absence of the boutique director, the operations manager and sales and experience manager are responsible for leading the boutique, ensuring proper follow-up, compliance and effectiveness.
key responsabilities
key responsibility 1:
operations & business models.
responsible for implementing an organization that supports the overall efficiency of the boutique
* collaborate with the boutique director and sales and experience manager to lead key initiatives that will enhance organizational efficiency.
* ensure compliance and fluidity of administrative and logistical tasks.
* support boutique director and sales and experience manager with boutique controllable operating expenses: monitoring, analysis and action plan recommendations in order to optimize controllable costs.
* ensure an effective inventory control process.
* responsible for maintaining proper documentation and store procedures to ensure compliance with brand and legal requirements
* ensure boutique is properly prepared for audits and lead follow up action plans
* prepare and manage the boutique schedule, together with boutique director and sales and experience manager, ensuring a long-term vision of events, trainings, visitors, etc.
* liaise with other boutiques and departments such as pr, vm, ops, security, offices, it, etc. as needed in order to get the proper boutique operation.
after sales service
* responsible for cs within boutique, ensuring proper flow, ordering of spare parts, etc.
* works closely with sales and experience manager to ensure proper follow up by sales advisors of cartier’s service and international service policy.
o ensures a perfect follow up by sales associates of cartier’s and richemont’s internal procedures.
* defines along with boutique director and sales and experience manager, the qualitative and quantitative boutique objectives, to meet the service level expectations, as well as the annual client service kpis (monitoring of client satisfaction, gratuities, etc.)
* inspire and transmit to the boutique sales advisors the after-sales service processes and procedures:
* work closely with sales and experience manager and individual associates to review bottlenecks in service flow and any potential client issues.
key responsibility 2:
leadership
manage and develop team
* motivate and support the boutique staff offering guidance and assistance as needed. (ex. promoting constant feedback & coaching on the spot)
* along with the management team, he/she regularly conducts team meetings, ensuring that staff is aware of the tasks, targets and opportunities.
* feedback of the accomplishment of policies and processes that lead to the generation of plans of action.
* responsible for creating a positive and united work environment amongst all staff
* ensures all new members have a structured on-boarding to learn all aspects of the maison culture and operations in partnership with l&d and the areas involved.
functional management of the maison
* works along with the sales and experience manager in the daily operations to ensure they are aligned with the needs of the boutique.
* ensures weekly management meetings to discuss the workflows and the opportunities related to the operations and the customers, in order to improve the client experience.
* implements and does the follow up of changes, ensuring the adoption of new tools, services and procedures.
* coordinates and does the follow up of the security team (richemont) to ensure the boutique meet the security policies and procedures.
knowledge and fulfillment of policies and procedures
* has a deep comprehension and knowledge of the brand and the complete range of products and services.
* deeply comprehends and meets the operational and security procedures imposed by cartier and richemont.
* ensures the adequate comprehension and execution of all the guidelines and procedures of the brand by the boutique personnel.
brand ambassador
* maintains the ideals of cartier’s client experience, with a clear comprehension of the luxury service requirements.
* acts and leads under the maison’s values.
* seeks feedback from operational processes to ensure they are carried out as efficiently as possible.
* supports and attends client events as needed.
* leads by example
* creates brand enthusiasm within the boutique by:
o sharing his/her knowledge of the operational processes and the benefits of carrying them out correctly.
o being a supportive individual and solving doubts and problems.
objectives indicators
* stock management:
* organization and preparation of the daily counts and general inventory.
* delivery of the cycle counts in time and form.
* report and prevention of the stock control (shrinkage and shortage)
* responsible for the safe handling of the merchandise that goes in and out of the maison.
* carries out and receives the transfers in time and form.
* boh – back of house:
* boh organization
* maintains and demands an excellent level of cleanness.
* maintains an adequate level of packaging and stationary supply.
* maintains important documents in the boutique correctly organized.
* cash and finance operations
* informs and does follow ups with richemont regarding financial affairs.
* delivers cash reports in time and form.
* controls the boutique operational expenses.
* team management
* boutique staff schedule organization, according to the activities and needs of the boutique.
* organization and administration of the meetings calendar.
* sickness and inabilities report to hr.
* manages along the management team, the personnel’s vacation plan.
* adequate management of level of beverage supplies.
* manages condition of client tableware.
* checks the visual aspects of furniture and boutique maintenance.
* client services
o runs cs activities in the boutique.
o prioritizes and structures the work of the cs team.
o follows up the action plans of each area.
o analyzes and presents area results reports.
o monitors the sav stock management (after sales services).
o ensures a perfect follow up of cartier’s and richemont’s internal procedures
* other staff working at the boutique
* manages supplier permits and visit calendar.
* cooperation with departments (cleaning staff, security staff, valet parking and other suppliers)
* assignment and supervision of tasks of external personnel working at the boutique.
education:
* bachelor’s degree or equivalent. Minimum 2-5 years of management.
required experience:
* experience in retail management and managing large teams.
* experience in luxury and/or hospitality is a plus.
technical skills / abilities:
* fluent in english. Additional language is a plus.
competencias y habilidades personales:
* strong leadership skills
* ability to work in a retail boutique with a fast-paced and under pressure environment.
* flexible mindset with the ability to embrace changes and give solutions to the everyday situations.
* excellent analytical, organizational, and interpersonal communication skills required.
* proactive approach to analyzing business and human resources needs in order to give assertive solutions in the boutique.
* basic to intermediate knowledge of financial analysis and reporting.
* ability to motivate, influence and develop the team as per cartier’s image and requirements.
values:
* open mindedness
* respect
* high level of precision
richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in
jewellery, watches and writing instruments. Cartier joined the group in 1988.
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