Operations Manager - the Cartier 5th Avenue Mansion
Operations Manager - the Cartier 5th Avenue Mansion
The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
Our objective is to create the most exceptional client experience with the most productive environment and team. Doing so with consistency across the network – giving our clients a unified experience throughout North America while enhancing our client development opportunities. To do so, we operate in an appointment recommended model, allowing us to provide clients with the best possible boutique experience, including personalized product curation, attention, and services for their creation.
JOB MISSION
The Operations Manager contributes to the overall commercial success of the boutique by upholding Maison compliance and achieving operational excellence. In a highly dynamic and collaborative environment, the Operations Manager oversees all aspects of the day-to-day processes, including management and development of the Operations team to ensure key administrative support for transactional activities, financial compliance, logistics, inventory control, and effectively leads the implementation of policies and procedures.
Operational excellence / compliance
- Ensure proper understanding and execution of all Maison policies and procedures within the boutique, lead and influence compliance among the broader team
- Implement and maintain efficient opening and closing procedures
- Oversee proper movement of product in/out of boutique including, but not limited to shipments, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
- Consistently demonstrate and enforce excellent care and proper product handling; ensure appropriate packing, shipping, and receiving procedures are maintained particularly for high value creations
- Oversee financial aspects of boutique sales; ensure daily transactions and proper paperwork are submitted to respective corporate teams timely and accurately
- Ensure overall fluidity of other transactional flows (ecommerce, etc.) to sustain efficient business operations and seamless client experience
- Oversee inventory control processes (e.g., daily/weekly/monthly counts and stock movements) to ensure a successful annual inventory
- Partner with boutique management to monitor and control boutique operating costs and ensure effective allocation of resources
- Uphold Cartier standards within the boutique environment, including but not limited to maintenance, third party vendors, tools and technology, equipment, etc.
- Oversee the boutique supply inventory including replenishment needs for sales and hospitality areas, as well as back of house; lead, implement, and maintain Lean/5S strategies for optimal storage organization in partnership with Regional Operations Manager
- Oversee operational aspect of care service responsibilities as needed (e.g., the client repair flow, execution of reports, and monthly inventory/reconciliation)
- Lead overall success of boutique audits; partner with management to implement and execute action plans
- In partnership with boutique management, oversee overall display maintenance of the boutique (e.g., proper visual standards, product maintenance and understock organization, cleanliness, etc.)
- Oversee daily set up and break down of boutique for opening/closing in partnership with management team
- Exhibit strong communication and problem-solving skills by partnering effectively with boutique management, commercial network, regional leadership, and corporate departments as needed
- Key user of new operational tools and rollouts as needed: collaborate with Regional Operations Manager and/or corporate teams on testing, sharing feedback, in-boutique training, and driving adoption
- Consistently reach and aim to exceed all KPIs
- Develop fundamental brand knowledge to convey Cartier heritage and values
- Remain current on all industry news, local/global competition, and connection to community
- Remain aware and keep current of competitor landscape, ensure Cartier service and operations remain competitive and unique with the highest degree of excellence
- Discuss and collect valuable feedback from the boutique team; share and collaborate with region and network peers on operational best practices
- Consistently elevate the level of operational excellence and ensure all day-to-day processes are effective and efficient (e.g., boutique organization, workflow, etc.); collaborate with management regional leaders to provide ideas and solutions to client-facing teams
- Build a transversal team and set expectations so all team members are responsible for operations
- Exhibit a high degree of professional maturity and lead by example
- Lead with authenticity and drive transparency, serve as a consistent and communicative voice with key updates and information
- Inspire and engage team members by connecting them to the bigger picture of operational strategies, provide clear and motivational individual/team updates and feedback, foster inclusive culture within the boutique
- Build interpersonal trust by creating a safe space and sense of belonging, embrace and integrate diverse perspectives
- Create team spirit and cultivate an environment where team members are recognized as valued contributors to the overall success of the boutique
- Hold talent accountable for demonstrating Cartier competencies and behaviors to achieve goals and KPIs
- Train, develop, and motivate team Operations team; show proactive leadership by facilitating idea generation and creative problem solving; drive ongoing learning
- Deliver and document clear and consistent performance management feedback, provide ongoing coaching (on-the-spot, etc.) to ensure individual development and high performing team
- Have a 360 view of talent (internal and external), and serve as a “talent ambassador” by conducting external pipelining activities
- Be an active member of the network Operations community
- Bachelor’s degree in a business-related field
- 5 to 8 years of operations management experience in luxury retail environment
- Required experience in leading leaders and managing direct reports
- Excellent computer skills and use of technology
- Exceptional skills in Microsoft Office applications, especially Excel
- SAP knowledge preferred
- Additional language skills are a plus
- Must be available to work retail hours (including evenings and weekends), overnight travel for trainings, client events, and other business events as needed
- Ability to work in a fast-paced, evolving environment
- Excellent analytical, organizational, and interpersonal communication skills are required
- Strong understanding of client service needs and priorities (internal and external)
- Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy and precision
- Collaborative approach with ability to foster a positive and inclusive work environment
- Ability to motivate and inspire others, and instill trust
- Proactive approach to analyzing business and human resource needs
- This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer
Base salary: $105,000 - $125,000, please note - salaries will be negotiated based on relevant skills and experience
By
Cartier
Cartier is one of the world’s most esteemed French maisons, which designs timeless watches, jewelry and accessories that celebrate beauty and individuality in all its forms. For more than 170 years we have embraced a bold, pioneering spirit that c...
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