Director, Retail Performance & Operations EMEA

Tiffany & Co.
Paris, France
21 Apr 2022
25 Jul 2022
Full Time
The Director, Retail Performance & Operations EMEA will work with the Vice President, Retail Excellence and Omnichannel EMEA identifying process improvements and providing recommendations that are aligned with Company strategies. They are responsible for supporting and animate the retail teams in his/her region to develop their business performance based on customer experience and store operations efficiency with the right tools, work methodology and mindset.

They are a strong, decisive, and collaborative leader; an individual that locally builds a climate of service excellence and operational efficiency by maximizing the performance of motivated, innovative, enthusiastic and engaged employees across the region.

Key Responsibilities

Retail Performance
  • Create and follow up on monthly reporting of both quantitative (sales-related) and qualitative (client experience-related) performance.
  • Develop and maintain consistent standards and KPIs across all locations.
  • Analyze sales KPIs and help the sales team improve the client experience and business through action plans, supported by Retail Learning teams.
  • Coordinate communication to/from stores, foster retail culture at the zone level.
  • Partner with the Retail Learning Director EMEA based on KPIs analyses to identify skill gaps, organize seminars/webinars and meetings according to the priorities and action plan of the region.
  • Identify tools improvement to ease the store teams daily tasks and boost sales & client experience.
  • Project Management and Coordination for any retail-related project.
  • Promote digital culture and omnichannel mindset within the sales teams.
  • Be the subject matter expert for Retail Operations for the region.

Operational Excellence
Monitor operational performance of all store operations inclusive of audit compliance, stock control, inventory flows and accuracy, team operational productivity, stock organization.
  • Analyze and monitor individual store stock productivity, driving optimal operations inclusive of scheduling, timely deliveries, organization of teams to deliver exceptional Client Experience FOH & BOH with strong partnership across regional departments and store teams.
  • Identify innovative action plans with VP Retail Excellence and Omnichannel, store teams and functional departments (as appropriate) to minimize operating costs and operational risks.
  • Ensure compliance with Tiffany policies and local regulations.
  • Partner with Retail Directors and Store Managers on all Retail Operation activities and strategically enhance processes as opportunities are identified.
  • Ensure company directives and policies are followed, such as PI, Cycle Counts, Price Changes, COM inventory, etc.
  • Lead and coordinate Price changes, mergers, re-classes and ticket changes.
  • Implement, train and monitor the use of all sales support systems such as cashiering systems, customer applications, inventory, services, E-commerce, performance analysis tools.
  • Liaise with Purchase order processing internal and external partners for effective replenishment and cost efficiencies.

Inventory Management
  • Ensure accurate Physical inventory is carried out within all Stores including scheduling, vendor relations, JDE, training, participation.
  • Review market's inventory management processes and ensure efficient processes are in place.
  • Partner with store management and Operations Coordinators to ensure processes are consistent and suit business needs.
  • Ensure store inventory accuracy and availability to optimize customer service.
  • Monitor stock adjustments, open orders, watch orders, NOFF location, kickouts, borrowed merch, and similar market wide.

Talent Management
  • Work with Retail Directors, Store Managers and HR to attract, recruit, retain and develop the best in-class operations talent.
  • Develop operational expertise at all levels in the regions.

  • 10+ years of retail and operations experience in luxury retail
  • BA or BS degree or greater
  • Strong verbal and written communication skills
  • Demonstrated ability to collaborate productively and ability to lead and influence in a team environment
  • Agile and with an entrepreneurial spirit, finding new approaches and solutions to the challenges of this role.
  • Business acumen, numerical agility and forward-thinking
  • Fluent in French and English
  • Jewelry background would be a plus

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