Role Mission
Retail Operations is a vital department within Gucci Americas, serving as the connective tissue between back-office functions and the retail channel. Based in our New York Corporate Office and reporting to the Director, Retail Operations, Americas, the Manager, Retail Operations is a high-visibility role at the center of the Region's most strategic store, project, and program activity.
This is a builder's seat. The Manager will own end-to-end project execution for new store openings, store renovations, pop-ups, pop-ins, and Region-wide operational programs (RFID, MPOS, POS, BOP, Runner Booster, and Worldwide Retail Excellence initiatives). The role partners daily with Retail, MIS, Inventory Control, Legal, Logistics, Loss Prevention, Training, After Sales, CRM, Merchandising, Store Planning, and Business Planning, and with colleagues at Kering Worldwide HQ, to ensure consistent, smooth, and client-centric retail execution across the Americas footprint (United States, Canada, Brazil, Mexico, Chile, and the Caribbean).
Key Accountabilities
Data-Led Strategic Thinking
- Ensure insights and information are at the center of every operational decision.
- Establish regional analytics dashboard as the single source of truth across all Americas markets.
- Identify and rationalize sales and cost analysis as the key drivers while strategically quantifying them.
- Translate data into clear narratives for the VP of Retail Excellence, Market Leaders, and Worldwide HQ.
Operational Excellence in a Regionally Integrated Team
- Build operational excellence across the key components of store operations, including Inventory and Staffing (BOH/FOH).
- Strategic coordination and agenda setting across all Regional Operations Managers throughout the Americas (US, Canada, Brazil, Mexico, Chile, and the Caribbean), ensuring alignment on shared objectives in support of regional strategic priorities.
- Drive the development of a fully integrated team that is embedded across both the regional and Worldwide structures, simplifying management and sharpening the integration of business needs.
- Create scalable solutions deployed consistently across the regional footprint.
Cross-Functional Partnership & Process Improvement
- Build and maintain strong partnerships across Retail, MIS, Inventory Control, Legal, Logistics, Loss Prevention, Training, After Sales, CRM, Merchandising, Store Planning, and Business Planning.
- Support the development of operational user guides, SOPs, and training programs that codify best practice and accelerate onboarding across the regional network.
- Contribute to regional Store Operations calls, sharing best practices, surfacing field insights, and elevating retail program execution across all 6 Americas markets.
- Support gap analysis, business requirements, gathering, and the training and roll-out of improved systems at regional and Worldwide levels.
- Collaborate with Kering Audit and MIS on compliance and controls programs.
Special Projects & Operational Innovation
- Support the Director, Retail Operations in managing the project portfolio that drives ongoing business growth and operational maturity across the retail network.
- Manage end-to-end execution of new store openings, renovations, pop-ups, and pop-ins across the Americas region, leading project planning, milestone tracking, turnover, and opening timing as the primary point of contact for cross-functional team members during the planning phase.
- Develop and manage comprehensive project timelines, workflows, RAID logs, and stakeholder maps; identify key business owners and clarify decision rights.
- Arrange and lead milestone meetings; proactively monitor progress to ensure deadlines, scope, and quality are met.
- Identify cross-functional impacts and act as the expert liaison between business owners, retail leadership, and store teams across all projects.
- Lead implementation of new operations initiatives across the Americas network, including Radio Frequency Identification (RFID), MPOS, POS, Buy Online Pickup (BOP), Runner Booster, and other Kering Group transformation programs.
- Mitigate and resolve risks and issues from project initiation through completion; escalate appropriately and recommend solutions.
- Manage project budgets where applicable; record project costs and expenses with discipline.
- Collect and analyze project feedback post-launch; recommend adjustments to plans, processes, and SOPs.
- Partner with IT on the development and roll-out of technology enhancements that drive operational efficiency and elevate the experience for clients and Client Advisors.
Retail Excellence & Client Experience
- Support the Worldwide Retail Excellence Program in the Americas, helping to strengthen Retail Excellence and the related culture within the brand.
- Champion a client-centric approach: contribute to the delivery of a superior, unique, and consistent client experience across all channels and markets, with clienteling at the core.
- Partner with the digital team to ensure seamless omnichannel integration across in-store and e-Commerce touchpoints.
- Enhance device and application usage in stores; develop additional guides and directives to support client engagement and selling-tool effectiveness.
Performance Reporting & Analytics
- Support preparation of the monthly business review, regional sales reviews, and other recurring leadership forums.
- Maintain KPI dashboards and performance scorecards tracking project milestones, operational productivity, client KPIs, operating costs, and inventory control / shrinkage.
- Translate operational and project data into clear, executive-ready insight for the Director, Retail Operations and the VP of Retail Excellence.
Key Requirements
- Minimum 5 years' experience in a multi-store retail role, ideally within a luxury, premium consumer, or fast-paced specialty retail environment.
- Demonstrated project management experience: managing concurrent projects with cross-functional stakeholders, defined milestones, and budget accountability. PMP, PRINCE2, or equivalent certification is a plus.
- Strong quantitative, analytical, and critical thinking skills, with demonstrated use of data and metrics to drive decisions and continuous improvement.
- Proven strategic thinker who is also comfortable executing in detail; able to operate at both altitudes.
- Exceptional verbal and written communication skills; ability to engage credibly with senior leadership and store teams alike.
- Highly organized; able to manage multiple simultaneous projects with competing priorities and shifting timelines.
- Track record of collaborating effectively in a matrixed, cross-functional network rather than in a strict hierarchy.
- Direct experience partnering with Finance, Store Planning, Merchandising, Logistics, After Sales, Customer Service, Supply Chain, Loss Prevention, Legal, Client Engagement, and Human Resources is strongly preferred.
- Comfortable operating in a fast-paced, evolving environment; able to navigate ambiguity with composure.
- Highly proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook). Prior experience with SAP, Power BI, or Tableau is a plus.
- Flexibility to work outside standard operating hours during critical project phases (store openings, system rollouts).
- Positive, solution-oriented, and client-focused attitude; self-starter with a proactive approach to decision-making.
Work Authorization
Qualified candidates must have the proper work authorization to work in the United States
We are passionate makers and bold thought leaders. If you feel like us, grab this chance and be part of our community! "Gucci is committed to building a diverse workforce. We believe diversity in all its forms - gender, age, disability, race, ethnicity, nationality, culture, religious beliefs and sexual orientation - enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively, and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.
Accessibility
Our Gucci community is committed to providing a culture of inclusivity and accessibility in all aspects of the employee life cycle - starting with the candidate experience. If you are interested in becoming a Gucci Dream-maker and applying for employment and require a reasonable accommodation to assist with any part of the application and/or interview process, please contact us by email at accessibility.americas@gucci.com (mailto:name.nom@kering.com).
When contacting us, please provide your contact information, the role you have applied to, and the nature of your accessibility issue. Please only send inquiries concerning requests for reasonable accommodations.
Salary Range - New York
For individuals assigned and/or hired to work in New York, GUCCI includes a reasonable estimate of the salary or hourly rate range for this role. This takes into account the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. In addition, where a candidate falls within the disclosed range estimate may be dependent on the applicable geographic differential associated with the location in which the position may be filled.
A reasonable estimate of the current base salary range is $85,500 USD to $95,000 USD.
EOE M/D/F/V
