Reference code: JR135476
반클리프 아펠은 아름답고 창의적인 환경가운데 탁월한 노하우와 탄탄한 헤리티지를 보유한 하이 주얼리 메종입니다. 우리 메종은 자신의 전문성을 개발하고 전수하는 데 몰두하는 진취적이며 재능 있는 인재를 찾고 있습니다.
반클리프 아펠에서 여러분은 열정적인 전문가들과 함께 메종의 혁신을 이끌어가게 될 것입니다.
우리는 다양한 경험과 배경의 인재를 채용하고 있습니다. 다양성과 포용성 안에서 창의성과 지식이 극대화되어 탁월함을 만들어간다고 확신하며 더욱 다양하고 상호 보완적인 팀을 만들기 위해 지속적으로 노력하고 있습니다.
YOUR MISSION:
Reporting to the Retail Performance and Operations Manager, your mission is to drive operational excellence, system efficiency, and process consistency across our boutique network.
As a trusted partner and vital bridge connecting boutique teams, the local office, regional leadership, and HQ, you will lead the implementation of retail innovation projects, champion in-boutique training, and ensure full adherence to Maison standards and policies. You will play an instrumental role in elevating both boutique productivity and the client service experience, actively contributing to the continuous evolution of Retail Operations.
HOW WILL YOU MAKE AN IMPACT?
1. Lead Retail Operations & Boutique Innovation Projects (60%)
- Drive Project Roll-outs: Lead and orchestrate the end-to-end implementation of boutique operational tools and retail digital systems (including KRONOS, RDV, RFID, My POS, Traffic Counting, and Looker dashboards).
- Local Market Enablement & Training: Coordinate local user acceptance testing (UAT) and collaborate closely with external vendors. Design, prepare, and deliver engaging hands-on training for boutique teams to ensure smooth change management and process adoption.
- Adoption Monitoring & Continuous Optimization: Track and analyze system usage metrics and operational performance data. Proactively formulate action plans to boost system adoption, while establishing, updating, and maintaining clear standard operating guidelines (SOPs) for boutiques and the Maison.
- Stakeholder Alignment & Feedback Loop: Serve as the local market champion by gathering boutique feedback and business insights. Formulate actionable recommendations tailored to local market realities for the Retail Director and Regional Operations teams, while sharing local best practices in regular regional forums.
2. Elevate Client Service Operations & Daily Support (40%)
- Enable CS Systems & Digital Tools: Spearhead the local deployment of Customer Service tools and analytics (e.g., My POS CS, Looker CS reports), providing continuous user feedback to regional project owners to optimize operational efficiency.
- Operational Excellence & Issue Resolution: Act as the primary escalation point and operational backbone for boutiques regarding daily CS inquiries and complex client cases; seamlessly liaise with Richemont CS and VCA Regional CS teams to ensure prompt and high-standard resolution.
- Collaborative Partnership & Best Practices: Actively participate in recurring meetings with Regional CS and Richemont CS counterparts to align on regional strategies, monitor local KPIs, and exchange best-in-class service practices that elevate the overall client journey.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
- Bachelor's Degree or Equivalent Level
- Experience: at least 3-5 years of experience in luxury retail or equivalent
- Proficiency with MS office software incl. Excel and PowerPoint and other retail program incl. Looker/SAP
- A team player with service mind-set
- Strong project management skills
- Ability to manage multiple projects simultaneously
- Good English communication skill
