Retail Excellence Director - MEIAT at Richemont in Dubai

Job description

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. WHAT WILL BE YOUR MISSION? As the he Regional Retail Excellence Director , you will be responsible for defining, implementing, and continuously improving retail operational standards, processes, and the overall customer experience across MEIAT region. You will drive consistency, efficiency, and best practices to elevate regional retail performance, enhance customer satisfaction, and support the achievement of commercial objectives. In this capacity, you will lead a team of direct reports, including a Client Engagement Manager (covering Customer Service and Client Relations Center), Retail Excellence Manager, and a Retail Experience Manager, ensuring their initiatives are aligned with the Maison's brand identity and strategic goals for the region. HOW WILL YOU MAKE AN IMPACT? As a pillar within the Regional Commercial team, you will be responsible for the following: Strategy & Vision: Develop and articulate a clear vision and strategy for retail excellence within MEIAT, aligning with global business objectives and brand positioning. Identify key areas for improvement in regional retail operations, customer experience, and staff performance. Translate strategic goals into actionable plans and initiatives for the regional retail network. Team Leadership & Management: Lead, mentor, and develop a high-performing regional team, including the Client Engagement Manager (CS and CRC), retail excellence manager, and retail Experience Manager. Set clear objectives, provide regular performance feedback, and foster a collaborative and results-driven environment. Ensure effective communication and alignment of priorities across the direct reports and their respective teams. Empower direct reports to drive their functional areas while ensuring cohesive regional retail excellence. Support identification of best practices across team and Maison. Operational Standards & Processes: Oversee the definition, documentation, and implementation of best-in-class retail operational standards and procedures across all boutiques and points of sale within the region, guided by the Regional Operations Manager. Ensure consistency in operations excellence. Approve and ensure adherence to operational manuals, guidelines, and playbooks for regional retail teams. Customer Experience (CX) Enhancement: Champion a customer-centric approach, continuously seeking ways to elevate the luxury customer journey across the region, in close collaboration with the Regional Experience Manager. Develop and implement strategies to enhance service quality, clienteling, and post-sale engagement, including the integration of Customer Service (CS) and Client Relations Center (CRC) activities overseen by the Client Engagement & CRC Manager. Monitor regional customer feedback (e.g., surveys, mystery shopping, direct feedback) and translate insights into actionable improvements. Ensure the regional retail environment reflects the Maison's luxury image and provides an exceptional experience. Performance Management & KPIs: Establish and monitor key performance indicators (KPIs) related to retail excellence, operational efficiency, and customer satisfaction across the region. Analyse regional retail performance data to identify trends, opportunities, and areas requiring intervention. Prepare regular reports and presentations on regional retail excellence initiatives and their impact to senior leadership. Training & Development: Collaborate with HR and Learning & Transformation teams to design and deliver comprehensive training programs for regional r