Operations Director

Located in the heart of Zurich’s prestigious Bahnhofstrasse, the Cartier Zurich boutique has been a landmark of luxury and refinement since its opening. As one of the most dynamic Cartier boutiques in Switzerland’s bustling financial and cultural hub, this elegant space reflects the city’s unique blend of tradition and modernity. Serving both local and international clientele, the boutique offers an exclusive experience in one of Europe’s most dynamic cities.

CONTEXT

The Operations Director manages a team dedicated to achieving the boutique's sales ambitions and operational efficiency objectives while strictly respecting our compliance obligations. They are a key player in the boutique's managerial pole, demonstrating an intrapreneurial spirit rooted in their managerial, operational, organizational, and analytical skills. They federate and develop their team around shared ambitions and the values of excellence, inclusiveness, and benevolence so dear to the Maison. They are solution-oriented and gifted with an agile analytical mind, combining these qualities to orchestrate the operational management of the boutique in an exemplary way.

With a strong presence on the sales floor, all their actions converge to serve a triple objective: perfect management of flows, optimization of the employee experience, and fluidity of the customer experience.

Your Responsibilities

1. Maison Ambassador
   • Embodies the image and values of the Maison in an exemplary way.
   • Represents the Maison to all its internal and external audiences, both in and out of the boutique.
   • Demonstrates an excellent level of self-awareness.
2. Merchandise, Supply, and Cash Flow Management
   • Develops the boutique's operational action plan and deploys it with efficiency and agility.
   • Participates in the development of the boutique's overall action plan with management and peers.
   • Conducts quarterly progress reviews and demonstrates proactivity and agility in proposing relevant and innovative adjustments.
   • Carries out regular, detailed analyses of KPIs for efficiency and sound operational management.
   • Collects and circulates best business practices within the network, suggesting improvements and embodying change management and our transformation challenges.
3. Stock Management
   • Organizes and manages the flow of goods and stock in compliance with company and Group procedures.
   • Ensures that inventories, audits, and cash closures/reconciliations are carried out correctly and produce impeccable results.
   • Anticipates needs and organizes the receipt, storage, and restocking of goods and consumables to maintain the necessary stock levels and facilitate access to employees.
   • Organizes the perfect management of reservations and entrusted items.
   • Warns of risks of stock-outs in relation to results, seasonality of activity, and sales projections.
   • Promotes the right level of collaboration and mutual assistance in the management of logistics flows with other outlets in the market and other subsidiaries.
4. Cash Management
   • Organizes and enforces in-store collection procedures such as cash register opening/closing, collections, sales recording, returns, and exchanges in strict compliance with procedures.
   • Trains teams, communicates regularly, and ensures strict compliance with financial and tax procedures in all day-to-day operations, in line with our compliance and anti-money laundering obligations.
   • Organizes and coordinates the supplies required for the smooth running of sales activities (uniforms, sales equipment, and consumables).
   • Acts as referent/key-user for in-house operating systems and software.
   • Organizes and enforces boutique security procedures in close collaboration with the Security HQ, Richemont, and Cartier Suisse operations management.
   • Organizes employee training on safety/security issues and procedures.
   • Coordinates relations with our external security and cleaning service providers.
5. Management
   • Performance Management
     • Regularly and accurately analyzes results and key KPIs.
     • Drives team performance, demonstrating proactivity and creativity in activating levers for growth and continuous improvement.
     • Deploys retail and omnichannel projects (cross-functional and specific) in the boutique and communicates regularly on their progress, successes, and obstacles encountered.
     • Works in close synergy with the boutique's other departments, ensuring consistency and optimal impact of actions taken.
   • Team Management & Development
     • Agilely structures, leads, and adapts team organization in close collaboration with management, human resources, and head office departments.
     • Clearly assigns roles and responsibilities so that all tasks are carried out efficiently and performance targets are met.
     • Ensures that tasks are properly planned to provide optimum support for the sales and customer experience teams, and that deadlines are met.
     • Orchestrates schedules in line with boutique’s needs (match-to-traffic) and ensures rigorous management of work and rest times.
     • Effectively communicates the boutique's objectives and priorities and implements them at both collective and individual levels.
     • Recruits, integrates, and supervises their team, developing their skills with the help of individual development plans and measurable objectives according to the processes and tools established by the Maison.
     • Ensures that everyone's skills, contributions, and performance are in line with business expectations and the company's ambitions.
     • Co-constructs coaching and training strategies with management and other divisions.
     • Regularly addresses individual development issues, provides feedback, and builds individual development plans.
   • Continuous Improvement and Omnichannel Development
     • Promotes and coordinates the roll-out of transformation and innovation projects in collaboration with head office teams and ensures smooth communication between all those involved.
     • Embraces with conviction the acceleration of omnichannel for the benefit of the customer experience and sales performance: (Click&collect, Deliveries, mutualization, etc.).
     • Is a driving force in change management, supporting and mobilizing teams in the evolution of business practices and the adoption of new tools.
     • Identifies and shares best practices and implements a culture of continuous improvement and monitors obstacles encountered and solutions found.
   • Employee Experience
     • Organizes employee career paths with agility and pragmatism, facilitating rapid access to the information, equipment, solutions, creations, and services required for each team member.
     • Proposes and implements boutique’s rules and communicates them effectively.
     • Ensures that all back-office areas are well maintained.
     • Coordinates relations with service providers and other stakeholders.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Master's degree or equivalent
• 10+ years Retail experience in managing and developing large teams
• Strong leadership, communication, and management skills with a flair for business and customers.
• Knowledge of the luxury goods industry and the jewellery and watchmaking sectors is a plus.
• Strong organisational skills and long-term vision.
• Strong expertise in clienteling and handling VIP clients.
• Performance culture and results orientation.
• Excellent analytical skills and understanding of retail productivity levers.
• Experience in an international environment.
• Fluency in German and English.
• Strong digital skills and an interest in new technologies and media.
• Strong interpersonal skills.
• Willingness to work weekend shifts and travel for training, customer events, etc. as required.

WE OFFER

Close collaboration with an engaged and dedicated team is there to support you to succeed in this challenging and exciting role. During your time with us, you will get familiar with our know-how and gain practical insights into different business areas.

Best of all, you will grow in a stimulating environment with excellent working conditions and attractive benefits

APPLY NOW IF YOU ARE THE UNIQUE TALENT WE ARE LOOKING FOR