MAIN PURPOSEInitiate and implement strategic goals or initiatives aimed at optimizing Operational Excellence and achieving outstanding performance in all aspects of retail business, focusing on: Creating a superior client and employee experience Driving sales growth with a strong Clienteling approach Building a strong Brand reputation Client Experience - Excellence : Clienteling & client satisfaction Develop and implement strategies to enhance client experience Train and coach sales teams on best practices for delivering outstanding client service Collaborate with all departments to ensure a cohesive approach to client satisfaction Promote the use of Clienteling tools and techniques to build long-term relationships with clients, enhancing loyalty and repeat business Support the implementation of Clienteling/loyalty programs to increase engagement and repeat visits, ensuring customer retention & loyalty is a daily priority for all staff members Analyze client feedback to identify trends, pain points, and areas for improvement Monitor the feedback close the loop to ensue issues are addressed promptly and that we maintain client engagement Retail Teams Performance and development Work with all boutiques to drive & achieve all quantitative and qualitative KPIs.

Identify and share best practices from local markets / boutiques Work closely with Boutique Managers / Deputy to provide regular reports/ feedback/ideas to head office & ensure boutique needs are catered for.

Facilitate exchange of information with other departments Ensure that Boutique Teams are familiar with all local and global brand initiatives (new products, best practices, advertising campaigns, corporate policies…) Be responsible for the transmission of the retail newsletter, featuring local news Monitor competitors’ activities, trends and update info to share and benchmark Support retail manager in simulating, calculating, checking commission for boutique staff for the entire network.

Propose challenges or incentives that drive team performance Boutique Operational Excellence Work closely with other departments to streamline or improve boutique procedures or policies where required Be the warrant of the understanding and the application of Maison commercial guidelines Ensure full compliance to Richemont & Maison’s operational guidelines Implement routines that ensure a proper understanding and application of security and compliance procedures in the boutiques, such as regular self-assessments Coordinate qualitative retail excellence projects launched by the Brand, being the local contact for the roll-out, and adapt to local specificities Cooperate with landlords for promotional program and follow up the related admin work Estimate, monitor and maximise efficiency for all kind of cost spent for boutique operation Support CS related communication between the stakeholders and make sure to elevate the work efficiency and improve client satisfaction Boutique Environment Excellence Coordinate store design planning for opening boutiques and support retail manger to manage CAPEX Initiate to maintain perfect boutique condition Work closely with VM department to create the best client journey with immersive story telling Coordinate other environmental and hospitality tools like fragrance, music, uniform and etc.

Profile: Bachelor Degree or equivalent in business management or relevant studies Minimum 5 years of experience in retail environment High flexibility, independent working style, creative, hard worker.

Strong coordination and organisation skills Excellent communication skills, able to influence and motivate others Strong analysis skills and computer skills Fluent in English