MAIN PURPOSE

The Operations Team Leader 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 Team Leader is responsible for overseeing and elevating the back-of-house operations of the boutique, ensuring a blend of efficiency, compliance, and excellence in line with Cartier’s global standards. He is directly in charge of managing and developing the back-of-house team.

KEY RESPONSIBILITIES

Operations management and compliance

• Supervise workflows encompassing stock management, inventory control, and shipping/receiving
• Oversee proper movement of products in/out of the 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-end creations
• Ensure proper understanding and execution of all Maison policies and procedures within the boutique, lead, and foster compliance among the broader team through influence and training
• Lead overall success of boutique audits; implement and execute action plans

Process optimization

• Evaluate and refine operational processes for continuous improvement
• Proactively introducing innovative tools and methodologies to enhance efficiencies
• Implement feedback from stakeholders to enhance processes (Cartier Retail Management, Richemont’s teams, Auditors)

Team management and development

• Manage BOH team and ensure daily feedback and coaching on the spot
• Monitor team performance, aligning with the individuals KPI’s, the boutique goals and strategy
• Identify and address training needs, facilitating learning opportunities and focusing on the team’s development
• Resolve interpersonal conflicts ensuring team harmony

Collaboration & Alert

• Responsible to raise/highlight suspicious behaviour and/or fraudulent activity
• Foster collaboration between back-of-house teams and the broader team
• Update management on operational topics and initiatives
• Key user of new operational tools and rollouts as needed: collaborate with Office Operations Teams and/or corporate teams on testing, sharing feedback, in-boutique training, and driving adoption

Reporting & Documentation

• Maintain records and reporting on relevant operational metrics
• Analyse data for operational insights and improvement opportunities
• Update and manage operational documentation for the boutique
• Responsible to provide monthly, quarterly & yearly report to the Boutique Management

JOB PROFILE:

Required experience:

• Bachelor’s degree in Business Administration, Management, Operations, or related fields
• Minimum experience in a supervisory role, preferably in luxury retail
• Proven expertise in process optimization and operational excellence
• Familiarity with compliance standards and audit

Skills / abilities:

• Leadership and team management prowess
• Organizational and multitasking capabilities
• Analytical and problem-solving mindset
• Strong grasp of Luxury Retail operations
• Emphasis on detail and compliance
• Excellent written/verbal English language skills along with strong interpersonal and communications skills.
• Expert Microsoft Office Suite proficiency (Excel, PowerPoint, Outlook), and Power BI familiarity
• Ability to work in a fast-paced, high-energy, and high-volume workspace.

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