Deputy Director of Operations and Care Service - Mansion Fifth Avenue

Richemont•New York, NY

8d•Onsite

About The Position

Richemont, a global luxury goods leader, is seeking an exceptional Deputy Director of Operations and Care Services for its renowned brand. This role is crucial for leading and enhancing operational and client experience excellence. The ideal candidate will have extensive experience in luxury goods operations, inventory management, a strong compliance background, and a proven ability to deliver superior client experiences. Exceptional people skills and a strong floor presence are essential. The position involves overseeing all aspects of care services, inventory management, after-sales operations, and compliance, ensuring the highest standards of quality and efficiency while upholding the brand's reputation. The Deputy Director will be the senior leader on the floor, responsible for inspiring, engaging, and motivating a large team. Success will be measured by key performance indicators such as optimized inventory turnover, exemplary client satisfaction, and positive employee survey results.

Requirements

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

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, streamlining processes to enhance operational efficiency while maintaining precision and quality, and 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 ensure the boutique is prepared for audits and lead follow-up action plans.
Help the Operations team identify process gaps and support 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, visitors, etc.
Liaise with other boutiques and departments such as Client Centricity, HR, Public Relations, Merchandising, Executive Offices, IT Service Desk, etc., as needed.
Liaise with Richemont security and uphold strict security policies in partnership with all functions of the boutique.
Lead with passion 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 closely with HR to identify development opportunities, support dynamic people management, and ensure employee experience is always top of mind.
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 across all floors to ensure alignment and consistency in all 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 touchpoints with the Workshop Manager to discuss workflows and client-related opportunities, optimizing simplicity and quicker timelines for clients.
Exhibit strong abilities to de-escalate and handle challenging client interactions, limiting escalations to the General Director and Executive Committee.
Motivate and support operations and care service staff, offering guidance and assistance by being a visible on-the-floor leader and leading by example in employee development and genuine care.
Regularly conduct team meetings, ensuring staff is aware of tasks, targets, and opportunities, with clear and updated expectations.
Partnering with the talent team, actively recruit and maintain a talent pipeline, seeking new profiles that will elevate the client journey experience.
Partner with management and through floor observation and team discussions, identify training needs and coaching opportunities for staff.
Guide the performance management process of the team with the Director and Managers through regularly scheduled individual meetings with operations staff, including 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, but not limited to, 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.