Retail Operations Manager

Role Overview 

Buccellati is searching for an operation professional with a demonstrated track record in operational roles and driving sales performance in a fast-paced boutique environment. As an Ambassador of the Maison, you are expected to support the operations and administrative tasks for the North American boutique network, as directed by management, and support with hosting clients and driving sales when necessary. You will be the liaison between boutiques and the corporate office and will support the implementation and enforcement of policies and procedures at the boutique level, reporting directly to the Boutique Director.  

 

Responsibilities 

 

Retail Operations for Boutique 

• Implement and maintain boutique operating policies and procedure manual. Partner with RNA Finance and Loss Prevention departments 

• Perform all tasks related to inventory control and all tasks related to Quality Control of merchandise including but not limited to proper vault storage, QC of merchandise for incoming and outgoing memos, receipt of stock, check of all item’s tags/tickets, QC of merchandise on the floor. 

• Oversee and prepare weekly, monthly, and annual reports and provide strategic analysis/action plans for Boutique Network to achieve and surpass goals and objectives. Monthly & Quarterly Performance KPI’s for the stores. Newsletter reporting. Perform special projects as designated by Senior Management, Retail Director NA, Brand President.  

• Manage all aspects of building maintenance as described by RNA including scheduling routine maintenance appointments and checking all retail aspects of the boutique are always in excellent condition.  

• Manage incoming and outgoing shipments and their vendors. 

• Manage and facilitate the process of creating memos/consignment and the accurate inventory of these products, in partnership with the Marketing Team.  

• Organize storage of jewelry, warranty cards, and accessories; Organize and update on a regular basis, Flagship back-office area 

• Responsible for the merchandising and daily maintenance of displays and back-stock 

• Review and order all relevant supplies for boutique operations (bi-weekly) in partnership with Boutique Director.  

• Review and report any store maintenance issues, coordinate with local contractors/ vendors in partnership with the manager 

• Take lead on any special projects as assigned by upper management team.  

After sales and Customer Service Support  

• Oversee all incoming and outgoing repairs 

• Master SAP repair process and communicate efficiently to clients and Richemont colleagues 

• Take images of all repairs before they are shipped from boutique, take photos when they return 

• Ensure 100% satisfaction for after sales clients and manage/ exceed client expectations 

• Consistently and accurately, oversee that all client data has been entered into SAP by Sales Associate; Keep track of client orders for Sales team 

• Ensure 100% satisfaction for after sales clients and manage/exceed client expectations 

 

Boutique Network Audit Performance 

• Understand and comply with all security and operational policies and procedures for the Group, Maison, and boutique network; Communicate with the audit team to submit all necessary paperwork on time (in collaboration with the Boutique Director/Retail Network Coordinator) 

• Daily ensure efficient execution of receiving and transfer out of product, receiving all logistic deliveries 

• Adhere to Richemont Americas audit practices: scan quality of product, provide relevant ticket number, communicate with team 

• Actively participate in daily/ monthly and annual product inventories and cycle counts for watches, accessories, and straps to prepare and ensure a successful audit in partnership with the boutique manager 

• Proactively check and ensure that all physical inventory is correctly reflected in the system (i.e. price changes) 

 

Boutique Selling Floor Presence  

• Assisting and facilitating with Sales Executives or Boutique Directors as needed for staffing coverage, private appointments  

• Ensure the point-of-sale area is well stocked with items needed for a seamless selling ceremony 

Greet and assist clients as needed, in an elevated manner creating an inviting atmosphere 

 

Qualifications 

• Self-starter with team-player approach 

• Strong understanding of customer service needs; strong attention to detail with the ability t