Group Director, Retail Operations – Southeast

Group Director, Retail Operations – Southeast

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

About the Role:

We are looking for a Group Director, Retail Operations for the Southeast Region who will ensure that consistent and dedicated support is available for each Boutique given the breadth of the USA Region and scope that Retail Operations covers daily.  They will understand, in detail, the operational journey, multi store management, Boutique Operating Procedures and people development strategies.  Being a local contact for inventory, Policy & Process, organization and maintenance, they will visit and support all fashion boutiques and lease doors on regular basis; upholding and training to CHANEL’s policies and procedures and correlating the needs of the business to the needs of the Heart of House all the while training and supporting the local boutique teams. This person will work closely with Boutiques to drive performance, implement company policies, hold company standards at the forefront and optimize process for operational excellence.

What impact you can create at CHANEL:

Strategy:

• Create sense of community in Southeast regions for Retail Operations leaders in Boutique (BTQ) and Multi-Brand Boutique (MBB, lease).
• Develop key initiatives to be implemented Region wide, and by BTQ with leadership of Head of Retail Operations, and in partnership from Key stakeholders to improve operational practices
• Participate and Value-add to the hiring and on boarding of all Heart of House (HOH) teams and develop training in BTQ as necessary using tools developed by Retail Operations teams
• Assess impact of leased BTQ absorption and how to support these locations and BTQs simultaneously
• Educate and train HOH teams on all operations standards and inventory 
• Train and communicate regularly on KPIs and opportunities to better the HOH process and procedures
• Develop BTQ by BTQ strategy to promote inventory control and reduce loss/ Focus BTQs/Shrink
• Provide feedback to home office to influence decisions around Boutique Operations
• Conduct regular Boutique visits to provide coaching and feedback to managers and teams
• Uphold Boutique presentations standards both in front of house and heart of house across all locations

Leadership:

• Collaborate within Retail Operations, Heads of Retail for Southeast region and Cross functional teams
• Reporting into Head of Retail Operations with a dotted line to Head of Retail to ensure alignment between directives and business needs at all times
• Lead initiatives to improve employee experience from Operational standpoint
• Create spirit of cross functional collaboration (within Retail BTQ Team but also with other departments/ BTQs)
• Be a leader and center of knowledge on all systems and process/policy/tech tools used by MBB/BTQs/MBS (Multi Brand Select) locations and for business advancement
• Analyze key performance indicators when it comes to shrink, damages, inventory, etc to identify areas of improvement
• Be the point person and lead all opening procedures and closures as necessary

Communication and Execution:

• Consistently visit all BTQs and Lease MBB in Region and conduct audits and trainings for all aspects of Retail Operations    
• Communicate to each individual Ops Lead/Director on consistent basis (Monthly Touchbase) and have active participation and involvement on the Home Office Operations Calls with Ops Leads scheduled monthly by the Retail Operations Team
• Execute BTQ openings and moves, track off site requests and assess needs of each BTQ to help elevate and drive business as well as the internal client journey
• Track and communicate all BTQ Maintenance needs and Requests
• Track any specific Asset Protection (AP) and Repair & Maintenance (R&M) challenges and partner with AP, R&M to resolve
• Partner with Head of Retail Operations and Head of Retail Southeast to provide input on employee HOH needs directly impacting Employee Experience

Operational Efficiencies:

• Understand Voice of Client (VOC) results and reconcile feedback to address shortcomings from Operational Perspective and foster new ideas for each BTQ by partnering with BTQ Services Group Director
• Enforce After Sales & Service process and procedure and help BTQs address and streamline aged clie