Regional Retail Excellence Director - MEIAT

About the role

Cartier is looking for a Regional Retail Excellence Director for the MEIAT region. You will define, implement and continuously improve retail operational standards, processes and the customer experience, driving consistency, efficiency and best practices to support commercial objectives. You will lead a team including a Client Engagement Manager, a Retail Excellence Manager and a Retail Experience Manager.

Key responsibilities

• Define the vision and strategy for retail excellence in the region, turn it into actionable plans and identify areas for improvement in operations, customer experience and staff performance.
• Lead, mentor and manage the regional team, set objectives, give regular feedback and align priorities across direct reports.
• Oversee the definition and implementation of retail operational standards and procedures across boutiques and points of sale, and approve operational manuals and guidelines.
• Enhance the luxury customer journey, including service quality, clienteling and post-sale engagement, and monitor feedback such as surveys and mystery shopping.
• Set and monitor KPIs for retail excellence, operational efficiency and customer satisfaction, analyse performance data and report to senior leadership.
• Design and deliver training on procedures, service standards, product knowledge and clienteling, and coach regional managers.
• Research best practices and emerging technologies, run pilot programmes and work with regional and HQ departments such as Marketing, Merchandising, IT, HR and Finance.
• Manage budgets for retail excellence initiatives, tools and training.

Required profile

• Minimum of 15+ years of management experience in a multinational organisation, including in a commercial and retail field.
• Master's degree in business administration or equivalent.
• Experience working across all key functions in a market or HQ, and dealing with ambiguity in complex international environments.
• Fluent in English, spoken and written, preferably also in other languages.

Required skills

• Retail acumen and strategic thinking.
• Data-driven approach supported by commercial awareness.
• Digital mindset and excellent communication and interpersonal skills.