Deputy Director of Operations and Care Service - Mansion Fifth Avenue

Richemont•New York, NY

10d•$200,000 - $220,000•Onsite

About The Position

Richemont, a global luxury goods leader, is seeking an exceptional Deputy Director of Operations and Care Services to lead and enhance operational and client experience excellence for a renowned brand. This role requires a seasoned professional with a strong background in luxury goods operations, inventory management, compliance, and client service, coupled with excellent people skills and a visible presence on the floor. The position involves overseeing care services, inventory management, after-sales operations, and compliance, ensuring the highest standards of quality and efficiency while maintaining the brand's reputation. A key aspect of this role is inspiring, engaging, and motivating a large team. Success will be measured by key performance indicators such as optimized inventory turnover, client satisfaction, and employee survey results.

Requirements

Proven track record in luxury goods operations.
Strong inventory management skills.
Strong compliance background.
Experience delivering a superior client experience.
Exceptional people skills.
Strong floor presence.
Ability to inspire, engage, and motivate a large team.

Nice To Haves

Experience in the luxury sector.

Responsibilities

Oversee all aspects of care service operations, ensuring timely and flawless execution aligned with the brand’s luxury standards.
Develop and implement a continuous improvement mindset with streamlined processes to enhance operational efficiency, precision, and quality, prioritizing client and employee experience.
Support the Operations Director in ensuring compliance and fluidity of administrative and logistical tasks.
Maintain proper documentation and store procedures to ensure compliance with brand and legal requirements.
Partner with the Operations Manager and Operations Director to prepare the boutique for audits and lead follow-up action plans, identifying process gaps and supporting the development of stronger processes.
Partner with boutique management to prepare and communicate the master boutique schedule, incorporating a long-term vision of events, training, and visitors.
Liaise with other boutiques and departments such as Client Centricity, HR, Public Relations, Merchandising, Executive Offices, and IT Service Desk as needed.
Liaise with Richemont security and uphold strict security policies in partnership with all boutique functions.
Lead from the front, spending 50% of the working day on the floor connecting with leaders, team members, and clients to identify blocks and handle potential escalations, ensuring a great client and employee experience.
Partner with HR to identify development opportunities, support dynamic people management, and prioritize employee experience.
Consult with the RTC, CRC, supporting workshops, boutique watchmakers, and other key business partners to support strategic objectives and the Client Engagement Barometer.
Collaborate with other boutique directors, managers, and teams to ensure alignment and consistency in all Care Service (CS) related activities.
Assist clients with the sales and service of Cartier products, as needed.
Monitor and analyze client satisfaction surveys to identify trends and implement strategies for continuous improvement.
Collaborate cross-functionally with sales, learning and development, and various retail teams to ensure seamless integration of care services within the broader client journey.
Partner with the Director of Merchandising and Workshop Manager in the daily operation of the workshop to ensure alignment with boutique needs.
Set weekly touch bases with the Workshop Manager to discuss workflows and client-related opportunities, optimizing simplicity and quicker timelines for clients.
De-escalate and handle challenging client interactions, limiting escalations to the General Director and Executive Committee.
Motivate and support operations and care service staff by providing guidance and assistance as a visible on-the-floor leader, leading by example in employee development and care.
Regularly conduct team meetings to ensure staff are aware of tasks, targets, and opportunities, with clear and updated expectations.
Partner with the talent team to actively recruit and maintain a talent pipeline, seeking new profiles to elevate the client journey experience.
Identify training needs and coaching opportunities for staff through floor observation and team discussions, in partnership with management.
Guide the performance management process of the team with the Director and Managers through regularly scheduled individual meetings and biannual/annual performance reviews.
Assess potential and propose development opportunities in partnership with boutique management, HR, and the Talent team.
Perform administrative and HR tasks including scheduling, payroll, and overtime management.
Create a positive and united work environment amongst all staff.
Provide spot coaching and management of spoken and written communication, including peer interactions.