Reference code: JR129479
Dans l'univers de la Maison, nos collaborateurs de tous horizons partagent avec passion un but commun : la quête permanente de l'excellence portée par les compétences et l'engagement exceptionnels des femmes et des hommes qui travaillent dans notre Manufacture. Maison de connaisseurs en Haute Horlogerie, Vacheron Constantin n'a jamais cessé, au cours de ses plus de 269 ans d'histoire, de se créer, de s'enrichir et de se réinventer.
Be One Of Not Many
The Retail Excellence & Operations Specialist ensures the smooth execution of retail operations while driving excellence across sales administration, merchandising, business analysis, Clienteling, and new retail initiatives. This role supports the whole distribution network (Internal Boutique, External Boutiques, Multibrand POS and Ecom), acting as a key interface between local markets, headquarters, and stakeholders to deliver operational efficiency, enhanced client experience, and sustainable business growth.
UNDER THE COUNTRY MANAGER SUPERVISION, YOU WILL BE SUCCESSFUL BY:
Managing Sales Administration & Merchandising (30%)
- Be the main point of contact for all stakeholders (HQ, external boutiques, partners) regarding sales tracking, replenishment, and merchandising topics
- Define and manage product allocation and target assortments per door in alignment with business indicators, scarcity guidelines, sales targets, and deadlines
- Manage orders in SAP and Libra, ensuring accurate processing, shipment follow-up, and timely delivery to boutiques and retailers
- Monitor stock transfers, back orders, consignments, buybacks and returns while maintaining proactive communication with stakeholders
- Support pricing guidelines, audit compliance, and implementation of any commercial incentive according to market needs
- Coordinate market allocation committees with POS and manage shared files gathering requests & deposits.
- Provide insights and recommendations on stock levels/balancing and assortments
- Handle stock requests and be the key contact of the HQ commercial team
- Act as key user for SAP, Booster and other systems
Analyzing and Reporting Business & Performance (30%)
- Produce regular and ad hoc reports on business performance (sell-in, sell-out, stock, KPIs, etc.)
- Develop automated dashboards and reporting tools using SAP/Booster/Looker
- Provide insights and recommendations to guide commercial and retail strategies
- Support business planning (W&W presentations to retailers, Strategic Plan presentations, toolboxes for product launches, etc) and monthly performance reviews (Business Reviews with each POS)
- Provide POS with ad hoc reports or extracts to help them monitor their performance and achieve targets (qualitative and quantitative)
- Monitor retail CAPEX, furniture orders, and optimization of retail spaces
- Support the rollout of new retail concepts and projects, including training of retail teams and reporting to HQ
Developing Retail tools, CRM & Client Treatment reports (30%)
- Implement, train teams and monitor performance for all retail tools
- Be the market referent for all the clienteling tools, apps and dashboards: share updates with POS, collect feedback, train staff and onboard newcomers
- Generate customer insights and foster client centric mindset across organization
- Lead clienteling taskforce with boutique directors to implement relevant clienteling tools (gifting, client treatments, etc) and follow-up routines
- Manage client-related budgets for every client segment, with tailor-made journeys for VIC
- Oversee high-profile client events and experiences
Being the Customer Service Ambassador (5%)
- Be the market CS Ambassador and, as such, act as primary contact for CS-related topics between boutiques and HQ
- Implement and monitor customer service initiatives and campaigns to achieve market CS targets (pre-approval, resolution time, THC, NPS,…)
- Support resolution of client service cases and track NPS to drive improvements
- Train boutique staff on the CS policy of the Maison and onboard newcomers
Developing the Team (5%)
- Recruit, onboard, and supervise interns on a rotating basis
- Provide training, coaching, and performance follow-up to ensure operational support and skill development
ABOUT YOU:
- You have between 6 and 10 years of experience
- Excellent analytical skills with proven ability to translate data into actionable insights
- Strong background in retail operations, merchandising, or business analysis within a luxury or consumer goods environment
- Proficiency in SAP and retail systems; strong command of Excel and reporting tools
- Excellent communication and interpersonal skills
- Ability to manage multiple stakeholders (retailers, boutiques, HQ functions) with professionalism and efficiency
- Strong project management and organizational skills
- Client-centric mindset with proven experience in CRM and customer service initiatives
- Fluent in French and English
- Ability to travel within Spain & Portugal
- Master’s degree in Business, Management, or related field
