Senior Retail Operations Executive

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that diverse perspectives foster creativity and knowledge to deliver excellence.

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