Head of International Retail Performance and

vor 1 Woche

Genf, Genf, Schweiz Vacheron Constantin Vollzeit
Code de référence: 92886
Head of International Retail Performance and Operations:

  • Geneva, GE, CH
  • Permanent
    Head of International Retail Performance and Operations
Plan-les-Ouates, Geneva, Switzerland

Permanent Contract

At Vacheron Constantin we share an ongoing quest for excellence since 1755.

Our Maison is home to people with outstanding abilities and a strong commitment to imagine, design and create the finest watches in Haute Horlogerie.

Be One Of Not Many


In this role, reporting to the International Retail Director, you will envision, build, and execute the strategy of global initiatives that will optimize Performance & Operations within our global Retail (IB+EB) network.

Hand in hand with the markets, you will define key directions to develop the productivity, operational efficiency, and talent development within our retail network.


You will lead the performance management for Retail, lead action plans with markets and manage reporting for both HQ and local via efficient tools.

You will initiate and manage all in-store related projects, with a strong focus on reduction of operational workload, increase operational efficiency and develop people to ensure increased performance and customer satisfaction.

You will oversee leading projects, coordinating a large group of stakeholders across the organization, including Digital, CRM, IT, Retail Performance, HR, Training, and markets leaders' representatives.


Recognized as a true leader and a field expert, you will manage a team of 6+ people centrally and functionally support all market representatives globally.


Let's talk about the role more into details

Performance Management:

  • Establish the performance vision, objectives, budget, and LE for the full Retail network
  • Hand in hand with the market, set up ambitious targets and track the achievement. Set up action plans for the development of the performance, in a sustainable and longterm approach. Work closely and liaise with all HQ teams to support global strategies and execute action plans per boutique to reach sales and NPS objectives
  • Manage the full 360° performance tracking for both Internal and External boutiques, from top line target setting to detailed performance KPIs.
  • Manage the reporting of the performance to management levels of the organization, guaranteeing the best visibility and the appropriate tools both for HQ and local
  • Manage retail calls with regional Retail teams to align on priorities and follow up action plans
  • Coordinate transversal projects with peer departments to increase performance and customer satisfaction: Business planning, CRM, Training, VM and Finance.

Retail Operations:

  • Build the retail tools strategy and initiatives for all boutiques worldwide to support the business and reach commercial objectives. Initiate, follow and deploy. Ensure close collaboration with the markets on the followup of their retail operations, levers of improvement and KPI follow up.
  • Establish a short, mid
- and long-term roadmap with the focus of reduction of operational workload and client satisfaction in store.

Manage the 360° approach on all tools:
POS systems, clienteling, payment solutions, sales supporting tools and overall, all IT/Digital/Omnichannel projects in boutiques

  • Be the voice of markets centrally to ensure that all projects initiated are in line with market objectives & constraints and are deployed in time and in an efficient manner. Give feedback to HQ teams to enhance the tools and further improve client experience
  • Follow projects to reach consistency and efficiency throughout the retail network: Support all types of projects impacting retail operations, liaising with other central Departments when relevant.
  • Identify and develop new tools to support smooth boutique operations

Retail Excellence:

  • Via a strong partnership with HR, manage all retail staff structural approach for the Maison, starting by structure of positions in boutiques, all the way through compensation and incentive schemes. Identify, drive to influence, and execute strategic global retail people related projects and initiatives
  • Build the Retail Talent vision and management together with HR, and partner with local Retail Directors to elaborate action plans to reduce retail turnover.
  • Define international boutique policies and procedures. Ensure deployment, proper tracking via audits and maintain of retail guidelines.
  • Be the warrant of customer satisfaction in boutiques. Build projects and support to inspire, motivate and engage retail teams to provide the best possible experience to clients. Define hand in hand with the CRM team, clear Customer satisfaction KPIs, enroll, train and drive change management within the markets on these KPIs

VIC Management / Clienteling:

  • Define, develop, and roll out, in close collaboration with CRM, Hospitality and training team, a full VIC management vision & approach.
  • Redefine program for Client Manager an

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