Reference code: JR129783
Founded in Florence in 1860, Panerai began as a workshop dedicated to precision instruments, shaped early on by a decisive partnership with the Royal Italian Navy. Designing instruments and tool watches for extreme conditions forged a mindset rooted in performance, innovation, and purpose.
After joining the Richemont Group in 1997, Panerai gained international recognition for its distinctive DNA of Italian design and Swiss watchmaking expertise. Today, the Maison continues to create timepieces that push boundaries, translating its technical heritage into contemporary watchmaking for Modern Heroes—individuals driven by curiosity, courage, and the will to go further. We empower those who embrace challenges, value authenticity, and seek to leave a mark, together with a Maison that has never stopped evolving.
In order to strengthen our retail performance and excellence mindset across the network, we are looking for a Head of Retail Excellence to join our HQ commercial team.
Your Mission
You will focus on executing and implementing retail strategies directly in the field. This role ensures retail operational excellence, coordinates retail-focused training execution (content created by another department), and drives VIC management to ensure top client experiences.
How will you make an impact?
Strategy & Vision:
Develop and articulate a comprehensive Retail Excellence strategy aligned with the overall commercial objectives and brand vision.
Identify key areas for improvement in retail operations, customer experience, and VIC management.
Process Optimization & Standardization:
Design, document, and implement standardized operational procedures and best practices for all retail activities (e.g., sales floor management, inventory control, visual merchandising, customer service).
Ensure consistency in execution across all retail locations, both owned boutiques and partner points of sale.
Develop and manage a Retail Operations Manual or similar documentation.
Customer Experience Enhancement and focus on our top clients:
Champion a customer-centric approach, focusing on elevating the end-to-end customer journey.
Implement tools and methodologies to measure and improve customer satisfaction (e.g., NPS, mystery shopping programs).
Lead VIC programs, ensuring top-tier client engagement and retention at global level.
Collaborate with marketing and product teams to ensure a seamless brand experience.
Training & Development:
Deliver training programs for retail staff on operational procedures, product knowledge, sales techniques, and customer service excellence.
Foster a culture of continuous learning and improvement within the retail teams.
Work with HR teams and our training content creator as well as talent teams to ensure talent development and succession planning for key retail roles.
Cross-Functional Collaboration:
Work 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.
Act as a liaison between corporate functions and retail operations to facilitate communication and alignment.
Project Management:
Lead and manage projects related to retail innovation, new store openings, store renovations, and technology implementations in line with the Richemont Roadmap.
Ensure projects are delivered on time, within budget, and meet desired objectives.
How will you experience success?
• Bachelor’s or master’s Degree and a minimum of 8 years of related experience in Retail in the luxury or jewelry/watch industry.
• Proven experience in developing and implementing retail strategies and best operational practices across multiple locations.
• Strong understanding of luxury customer expectations and service standards.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable strategies.
• Excellent PM skills with a track record of successful execution.
• Strong ability to lead, motivate, and influence cross-functional teams and stakeholders at all levels.
• Excellent communication and interpersonal skills are needed with an emphasis on detail and organization, with the ability to handle multiple tasks simultaneously
• Proactive and solution-oriented approach to challenges.
• Flexibility to travel
• Great hands-on mentality and implementation skills
• Fluency in English is required; proficiency in other languages relevant to Richemont's global presence (e.g., French, Italian,…) is a significant advantage.
What makes Panerai unique?
- Join a dynamic Maison spirit that values and empowers your unique skills and contributions.
- Thrive within enriching communities built on genuine care, continuous improvement, and efficient accountability.
- Collaborate across borders and cultures, gaining invaluable international experience.
- Embark on a fulfilling career journey within Panerai and across the Richemont Group.
Your journey with us
Our recruitment journey is designed to offer insight and enriching exchanges, grounded in transparency, respect and fairness.
The recruitment process includes conversations with the Hiring Manager, key business partners, and members of our executive teams.
