PpWe are on a mission to elevate our retail performance and cultivate an unyielding culture of excellence across our network. To lead this crucial endeavour, we are seeking a visionary bHead of Retail Excellence /b to join our HQ commercial team. /p h3Your Mission /h3 pYou will be the driving force behind our retail strategies, translating vision into impactful execution on the ground. Your leadership will ensure unparalleled operational excellence, empower our teams through expertly coordinated training, and cultivate extraordinary client experiences by championing best-in-class VIC management. /p h3How you will make an impact /h3 h3Strategy Vision /h3 ul liDevelop and articulate a comprehensive Retail Excellence strategy aligned with the overall commercial objectives and brand vision. /li liIdentify key areas for improvement in retail operations, customer experience, and VIC management. /li /ul h3Process Optimization Standardization /h3 ul liEstablish and maintain the Retail Excellence framework and associated procedures, ensuring standards, best practices and consistent execution across all network. /li /ul h3Customer Experience Enhancement and focus on our top clients /h3 ul liChampion a customer‑centric approach, focusing on elevating the end‑to‑end customer journey. /li liImplement tools and methodologies to measure and improve customer satisfaction (e.g., NPS, mystery shopping programs). /li liLead VIC programs, ensuring top‑tier client engagement and retention at global level. /li liCollaborate with marketing and product teams to ensure a seamless brand experience. /li /ul h3Training Development /h3 ul liDeliver training programs for retail staff on operational procedures, product knowledge, sales techniques, and customer service excellence. /li liFoster a culture of continuous learning and improvement within the retail teams. /li liWork with HR teams and our training content creator as well as talent teams to ensure talent development and succession planning for key retail roles. /li /ul h3Cross‑Functional Collaboration /h3 ul liWork closely with Revenue Growth and commercial performance, CRM Clienteling, SDP VM teams as well as HR, IT and supply chain departments to ensure integrated and effective retail strategies. /li liAct as a liaison between corporate functions and retail operations to facilitate communication and alignment. /li /ul h3Retail Strategic Initiatives /h3 ul liLead and manage projects related to retail innovation, new store openings, store renovations, and technology implementations in line with the Richemont Roadmap. /li liOversee the successful delivery of projects, ensuring alignment with business priorities and expected outcomes. /li /ul h3How you will experience success /h3 ul liBachelor’s or master’s Degree and a minimum of 8 years of related experience in Retail in the luxury or jewelry/watch industry. /li liProven experience in developing and implementing retail strategies and best operational practices across multiple locations. /li liStrong understanding of luxury customer expectations and service standards. /li liDemonstrated ability to analyze data, identify trends, and translate insights into actionable strategies. /li liExcellent PM skills with a track record of successful execution. /li liStrong ability to lead, motivate, and influence cross‑functional teams and stakeholders at all levels. /li liExcellent communication and interpersonal skills are needed with an emphasis on detail and organization, with the ability to handle multiple tasks simultaneously. /li liProactive and solution‑oriented approach to challenges. /li liFlexibility to travel. /li liGreat hands‑on mentality and implementation skills. /li liFluency in English is required; proficiency in other languages relevant to Richemont's global presence (e.g., French, Italian,…) is a significant advantage. /li /ul /p #J-18808-Ljbffr