Retail Director

1 week ago

London, Greater London, United Kingdom Van Cleef & Arpels Full time

Reference Code: 99272
Retail Director (UK):

  • London, UKM, GB
  • Permanent
    Who are we?
A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.


Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.

At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.


Retail Director is responsible for leading the performance, profitability, optimization and development of the UK boutique network in line with the Maison's and the market's global strategy.


The Retail Director is the warrant of the achievement of the business targets by ensuring an exceptional client experience and operational excellence.


As a strong leader, you will manage your teams in line with the Maison's values and supports talent development for individual careers and collective team performance.


Part of the local executive committee, the Retail Director is directly reporting to the UK Managing Director and functionally to the head of Regional retail department.


  • What do we expect of you?_

Performance Management

  • Ensures that retail sales targets are achieved, monitors network's P&L
  • In line with the Maison's and the market's global strategy, leads the network strategic projects (boutique openings, closings, renovations)
  • Under the supervision and collaboration of the MD, builds the Retail part of the market's strategic and 3 year plans
  • To sustain business growth, sets boutique sales targets in collaboration with other local departments (Marketing, Communications, PR, etc.)
  • Analyses the market's KPIs and identifies priority actions to achieve targets and business growth
  • Together with Boutique Managers, develops, monitors and follows up on each boutique's Commercial Action Plan

Boutique Operations Excellence

  • Guarantees the highest standards of boutique operations (Client Service, Boutique Maintenance, etc.) to achieve the business targets and satisfy the clients' expectations
  • Is responsible for the correct implementation of the Central policies and procedures, its' adaptation to local laws and correct usage in all boutiques
  • Ensures that the Maison's standards in terms of client experience (Satisfaction Barometer and Mystery Shopping results) are respected and known throughout the network
  • Supports the implementation of dedicated tools to drive Retail Operations and drive boutique productivity (retail metrics tools, dashboards, etc.)
  • Follows up, together with relevant departmental managers, specific After Sales key performance indicators and client feedback
  • Controls/Follows up boutiques operating budget as well as boutique contracts
  • Ensures fluid communication between retail / boutiques and office teams, as well as with region. Briefs Boutique Managers about new Brand initiatives, Maison policies and procedures and any global retail project that might impact the network

Clientelling and Business Development

  • Defines the UK client development strategy in coordination with the regional approach
  • Ensures development of boutique CRM capabilities and implementation of client portfolio management at boutique level including CRM strategy, budgets and ROI followup
  • Ensures excellent client satisfaction based on the results of Satisfaction Barometer and Mystery Shopping
  • Represents and acts as an Ambassador of the Maison and the market during events and with VIP clients
  • Monitors the stock level on a regular basis to ensure a permanent qualitative and quantitative representation of all collections.

Team Management and Development

  • Anticipates, participates and ensures the recruitment of the best profiles for the network
  • Defines and supports individual development plans to onboard, grow and retain the talents, follows up and measures results
  • Constantly shares the vision, strategy and values of the Maison and engages and motivates all teams around them
  • Evaluates the individual performance and gives regular and appropriate feedback
  • Actively participates to the succession planning of the Retail teams
  • More than a job it's an experience_
  • The recruitment process_
  • Initial screening call with Richemont Talent Team
  • Interview with the Hiring Manager
  • Interview with the HR Manager
  • Final interview with HQ
  • Do you match this profile?_
  • Strong understanding of the luxury retail business previous management experience in luxury, retail/boutique experience
  • Strong interpersonal skills with the ability to be persuasive, engaging and motivating with others in a consistent manner
  • Signi

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