Deputy Director of Operations and Care Service - Mansion Fifth Avenue

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

Deputy Director of Operations and Care Service

We are seeking an exceptional Deputy Director of Operations and Care Services to lead and elevate the operational and client experience excellence of our globally renowned brand.

This pivotal role requires a highly experienced professional with a proven track record in luxury goods operations, inventory management, strong compliance background and delivering a superior client experience, while exhibiting exceptional people skills and strong floor presence.

You will oversee all aspects of care services, inventory management, and after-sales operations, compliance, ensuring the highest standards of quality and efficiency while upholding the company's reputation for unmatched craftsmanship and service. In addition, you will serve as the most senior leader and the ability to inspire, engage and motivate a large team will be paramount. Success in this role will be measured by key performance indicators, including optimized inventory turnover and exemplary client satisfaction survey scores along with healthy employee survey results.

Key Responsibilities:

Operational Leadership

• Oversee all aspects of care service operations, ensuring timely and flawless execution aligned with the brand’s luxury standards
• Develop and implement a continuous improvement mindset coming up with streamlined processes to enhance operational efficiency while maintaining precision and quality and keeping client and employee experience top of mind
• Support the Operations Director to ensure compliance and fluidity of administrative and logistical tasks
• Responsible for maintaining proper documentation and store procedures to ensure compliance with brand and legal requirements
• Partner with Operations Manager and Operation Director to ensure the boutique is properly prepared for audits and lead follow-up action plans. Help the Operations team to identify any gaps in process and support building stronger processes.
• Partner with boutique management to prepare and communicate the master boutique schedule, ensuring a long term vision of events, training, visitors, etc.
• Liaise with other boutiques and departments such as Client Centricity, HR, Public Relations, Merchandising, Executive Offices, IT Service Desk, etc. as needed
• Liaise with Richemont security and uphold strict security policies in partnership with all functions of the boutique.

Care Service Leadership:

• Lead with passion from the front, spending 50% of the working day on the floor connecting with leaders, team members and clients to efficiently identify any blocks and pre-emptively handle potential escalations yielding to a great client and employee experience
• Closely partner with HR to identify development opportunities, support dynamic people management and ensure employee experience is always top of mind
• Consult with the RTC, CRC and all supporting workshops, boutique watchmakers and other key business partners in support of strategic objectives and the Client Engagement Barometer
• Collaborate with other boutique directors, managers, and teams across all floors to ensure alignment and consistency in all CS related activities.
• Assist clients with the sales and service of Cartier products, as needed
• Monitor and analyze client satisfaction surveys to identify trends and implement strategies for continuous improvement
• Collaborate cross-functionally with sales, learning and development and various retail teams to ensure seamless integration of care services within the broader client journey
• Partner with Director of Merchandising and Workshop Manager in the daily operation of the workshop to ensure alignment with boutique needs
• Set weekly touch base with Workshop Manager to discuss workflows and client related opportunities, optimizing simplicity and quicker timelines for clients
• Exhibit strong abilities to de-escalate and handle challenging client interactions, limiting the number of escalations sent to General Director and Executive Committee

Manage and Develop Team:

• Motivate and support the operations and care service staff offering guidance and assistance by being a visible on the floor leader and lead by example on development and genuine care of the employees
• Regularly conduct team meetings, ensuring that staff is aware of the tasks, targets and opportunities and that clear expectations are communicated and updated often
• Partnering with the talent team, actively recruit and maintain talent pipeline while looking for new profiles that will elevate the experience for the clients journey
• Partner with management and through floor observation and team discussions to identify training needs and coaching opportunities for the staff
• Guide the performance management process of the team with Director and Managers through regularly scheduled individual meetings with the operations staff including biannual/annual performance review
• Assess potential and propose development opportunities in partnership with boutique management, HR and Talent team
• Perform administrative and HR tasks including but not limited to scheduling, payroll and overtime management
• Responsible for creating a positive and united work environment amongst all staff
• Spot coaching and management of spoken and written communication, including peer interactions

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected salary range: $200,000 to $220,000 plus incentives.

#Richemont #WeCraftTheFuture