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BROBSTON GROUP

Manager, Retail Experience

Posted 2 weeks ago
New York
Market: NY - New York
Industry Segment: Beauty and Fragrance
Category: Retail Store Management
Seniority: Manager
Job Type: Full time
Pay Range: $82,000 to $120,000

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

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Manager, Retail Experience
Cartier
New York
Beauty and Fragrance
Full time
Posted 2 weeks ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Job Mission

Reporting to the Director Operations and Retail Experience, the Manager of Retail Experience is responsible for implementing key retail initiatives with a strong focus on Client Services, including but not limited to service initiatives, policies, and procedures. The Retail Experience Manager supports various retail projects to maximize client loyalty and satisfaction across all touchpoints in North America.

This role animates the implementation of these initiatives by ensuring seamless communication between markets and the corporate organization, clarity of priorities, and consistent execution. This person must possess a thorough understanding of luxury client purchasing behaviors and have proven experience in working successfully with cross-functional teams to achieve deliverables in a client-centric luxury retail environment.

Key Responsibilities

  • This role will act as a strategic manager working across different functions, with a focus on the Client Services pillar, to ensure the timely and effective development and delivery of service strategies and service action plans to elevate the service defined together with the leadership team
  • Adapt and manage all Client Service initiatives directed by Hq for implementation and rollout in the market, ensuring consistency across the network by establishing the framework, sharing results, best practices, and areas of opportunity
  • Manage and animate the Service Advisor Community within the retail network by supporting Cs functions onboarding in partnership with L&T and continuously supporting the community with updates, exciting communications, supporting materials to reinforce a best-in-class service experience
  • Build and maintain relationships with key partners (local Richemont and Cartier platforms) and collaborate to oversee successful implementation of Cartier service policies and retail initiatives
  • Provide analysis of resulting data from Cs activations, update on boutique performance, identifying potential roadblocks and opportunities for improvements
  • Support Retail Experience team on the ongoing evolution of the service strategy to ensure consistent improvement of service (covering boutique offers, boutique service headcount, service trainings, service tools)
  • Support Director on the development & implementation of new tools to support boutique flows and client journeys including but not limited to the Hybrid model, Rendezvous, Omni-Cs to, enabling an optimal retail experience excellence (partnership with Business Data Solutions team and Ops team, based on the tools)
  • Maintain oversight on all Care Service machines in boutique with the support of the retail experience coordinator (strategic vision, defining commercial needs, forecasting/ordering, vendor relationship, launch plan, repairs/maintenance).
  • Manage the personalization rollout across boutiques and prioritization of in-boutique tools
  • Develop and execute stakeholder engagement plan to embark others in the future vision of Cartier North America’s service strategy; drive & coordinate cross-functional ‘Test and Learn’ Initiatives, this will also include training, coaching, floor observation and a strong partnership with retail teams

Qualifications:

  • Bachelor’s degree
  • 7 years of experience in the luxury retail industry is essential
  • Highly proficient with Microsoft Excel, Word, PowerPoint, & Outlook
  • Effective time management and organization skills
  • Firm understanding of retail trends and competition monitoring, client first mindset
  • Passionate about client satisfaction and able to motivate retail boutique teams to manage client service situations with agility and expertise
  • Strong stakeholder management skills to work across the organization to maintain program momentum
  • Excellent problem solver with analytical capabilities
  • Ability to organize, set priorities and manage multiple projects on tight deadlines
  • Experience working in cross-functional teams is a must

About Cartier

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 8,500+ colleagues of 90 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.

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Manager, Retail Experience
Cartier
New York
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Manager, Retail Experience
Cartier
New York

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