Retail Operations Specialist

Job description

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.

YOUR MISSION:
Retail Operations:
-Develop, implement, and maintain boutique operating policies and procedures. Establish partnerships with Loss Prevention and Finance.
-Manage and participate in store openings, closures and relocation schedules, and action plan strategies.
-Define strategies to motivate teams to achieve business goals through incentives, rewards, and contests, and manage the dedicated budget.
-Manage external vendors and service providers necessary to ensure continued operations in the boutiques and dedicated own budget.
-Responsible for communicating the company's guidelines, policies and procedures regarding the operations of the boutiques in the stores, main contact with the retail headquarters to implement guidelines and strategies.
-Support, coordinate, and monitor the physical inventory and audit process.
-Responsible for creating networks and developing best operational practices in the retail network and corporate team.
-Partner with IT staff to assess and measure the impact of system upgrades, implementations, and related initiatives.
-Carry out special projects as designated by senior management.
-Maintain open communication channels in the retail network and support departments
-Be the go-to person between boutique managers and head office support staff
-Act as a monthly communication filter to ensure that essential information is being communicated to the retail network
-Coordination and facilitation of after-sales service maintenance
-Conduct intermittent internal control audits of boutiques and excellent boutique visits
-Manage omnichannel projects involving boutiques
-Performance Management:
-Partner with the country manager to set 360-degree business goals and monitor performance, goals, steps, and action plans to achieve the set objectives
-Develop and implement an efficient boutique-level performance management toolset to foster a culture of business acumen in the boutique manager population.
-Monthly, quarterly, and yearly productivity of the boutique KPI.
-Responsible for monitoring and implementing the adjustment of KPIs for the entire retail chain -
-Support the CM in business plan strategies and business review presentations.
-Collaborate with the business analyst to leverage tools and reports that allow for a deep and clear understanding of performance evolution.
Boutique Excellence
-Develop and manage customer service excellence initiatives, define and source the necessary equipment and label for the boutiques.
-Active participation in boutique visits, understanding the pain points of operations and best practices that affect the customer journey.
-Ensure maintenance and uniformity of the Back of House, behind-the-scenes excellence in the boutiques, set standards, do's and don'ts for efficient management of the boutique's non-customer-facing areas – BOH, storage, performance boards
-Periodic overnight/weekend trips to boutiques based on inventory demand, openings/closings, and relocations