Operations Manager - Orlando, Florida
At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
The Operations Manager 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 Manager oversees all aspects of the day-to-day processes, including management and development of the Operations team to ensure key administrative support for transactional activities, financial compliance, logistics, inventory control, and effectively leads the implementation of policies and procedures.
Key Responsibilities: Operational excellence / compliance
- Ensure proper understanding and execution of all Maison policies and procedures within the boutique, lead and influence compliance among the broader team
- Implement and maintain efficient opening and closing procedures
- Oversee proper movement of product in/out of 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 value creations
- Oversee financial aspects of boutique sales; ensure daily transactions and proper paperwork are submitted to respective corporate teams timely and accurately
- Ensure overall fluidity of other transactional flows (ecommerce, etc.) to sustain efficient business operations and seamless client experience
- Oversee inventory control processes (e.g., daily/weekly/monthly counts and stock movements) to ensure a successful annual inventory
- Partner with boutique management to monitor and control boutique operating costs and ensure effective allocation of resources
- Uphold Cartier standards within the boutique environment, including but not limited to maintenance, third party vendors, tools and technology, equipment, etc.
- Oversee the boutique supply inventory including replenishment needs for sales and hospitality areas, as well as back of house; lead, implement, and maintain Lean/5S strategies for optimal storage organization in partnership with Regional Operations Manager
- Oversee operational aspect of care service responsibilities as needed (e.g., the client repair flow, execution of reports, and monthly inventory/reconciliation)
- Lead overall success of boutique audits; partner with management to implement and execute action plans
- In partnership with boutique management, oversee overall display maintenance of the boutique (e.g., proper visual standards, product maintenance and understock organization, cleanliness, etc.)
- Oversee daily set up and break down of boutique for opening/closing in partnership with management team
- Exhibit strong communication and problem-solving skills by partnering effectively with boutique management, commercial network, regional leadership, and corporate departments as needed
- Key user of new operational tools and rollouts as needed: collaborate with Regional Operations Manager and/or corporate teams on testing, sharing feedback, in-boutique training, and driving adoption
- Consistently reach and aim to exceed all KPIs
Maison / industry knowledge
- Develop fundamental brand knowledge to convey Cartier heritage and values
- Remain current on all industry news, local/global competition, and connection to community
- Remain aware and keep current of competitor landscape, ensure Cartier service and operations remain competitive and unique with the highest degree of excellence
- Discuss and collect valuable feedback from the boutique team; share and collaborate with region and network peers on operational best practices
Talent and leadership
- Consistently elevate the level of operational excellence and ensure all day-to-day processes are effective and efficient (e.g., boutique organization, workflow, etc.); collaborate with management regional leaders to provide ideas and solutions to client-facing teams
- Build a transversal team and set expectations so all team members are responsible for operations
- Exhibit a high degree of professional maturity and lead by example
- Lead with authenticity and drive transparency, serve as a consistent and communicative voice with key updates and information
- Inspire and engage team members by connecting them to the bigger picture of operational strategies, provide clear and motivational individual/team updates and feedback, foster inclusive culture within the boutique
- Build interpersonal trust by creating a safe space and sense of belonging, embrace and integrate diverse perspectives
- Create team spirit and cultivate an environment where team members are recognized as valued contributors to the overall success of the boutique
- Hold talent accountable for demonstrating Cartier competencies and behaviors to achieve goals and KPIs
- Train, develop, and motivate team Operations team; show proactive leadership by facilitating idea generation and creative problem solving; drive ongoing learning
- Deliver and document clear and consistent performance management feedback, provide ongoing coaching (on-the-spot, etc.) to ensure individual development and high performing team
- Have a 360 view of talent (internal and external), and serve as a “talent ambassador” by conducting external pipelining activities
- Be an active member of the network Operations community
Knowledge and compliance
- Possess basic understanding and knowledge of brand and full range of all products and services
- Deeply understand and comply with Cartier security and operational procedures
Education
- Bachelor’s degree in a business-related field
Required Experience
- 5 - 8 years of operations management experience in luxury retail environment
- Required experience in leading leaders and managing direct reports
Technical Abilities
- Excellent computer skills and use of technology
- Exceptional skills in Microsoft Office applications, especially Excel
- SAP knowledge preferred
- Additional language skills are a plus
Personal Skills
- Must be available to work retail hours (including evenings and weekends), overnight travel for trainings, client events, and other business events as needed
- Ability to work in a fast-paced, evolving environment
- Excellent analytical, organizational, and interpersonal communication skills are required
- Strong understanding of client service needs and priorities (internal and external)
- Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy and precision
- Collaborative approach with ability to foster a positive and inclusive work environment
- Ability to motivate and inspire others, and instill trust
- Proactive approach to analyzing business and human resource needs
WE OFFER
We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. At Richemont, We Craft the Future!
