Regional retail Operations Manager

The “Swiss Markets” region gathers 5 markets (Brazil, India, Mexico, Panama & Switzerland) and 9 Fashion boutiques across 3 continents, including 2 Boutiques in Switzerland. The regional Fashion Merchandising and Retail Operations team is currently looking for an enthusiastic and self-driven Retail Operations Manager, reporting to the Regional Merchandising and Retail Operations director.

The position is a permanent contract beginning in April 2024.

The position is based in Geneva, with 2 days of home-office per week.

Job Mission:

The Retail Operations team is responsible to increase operational efficiency, staff experience and ultimately client experience during purchase and post purchase through the deployment of processes, tools, and projects.

The Operation team accompanies the boutique teams in implementing new tools and processes through change management and in their day-to-day usage.

The department also plays a leading role in listening to the boutiques’ needs and identifying solutions that meet the requirements of the business and the development of useful tools.

Your role as Retail Operations Manager for the Swiss Markets will be to act as a business owner that creates impact on our operational efficiency in the boutiques across the region through:

• Orchestrating the implementation of Retail operations tools, projects and process in Switzerland (50%) and accompanying diverse deployments in other markets of the region (50%)
• Develop solid knowledge and expertise in RFID and various boutique tools for front and back office
• Gaining accurate and in depth understanding of business and boutique needs by spending time in the boutiques
• Working in strong collaboration with cross-functional teams such as Retail, Marketing, Learning, IT, Digital, Finance and Supply-chains teams within the Swiss Markets and with the Fashion Operation team from Europe and the Fashion Division

Key Responsibilities:

PROJECT & TOOLS MANAGEMENT:

• Leads Boutique tools deployment related to stock management (RFID), product management (Serial Number tool), traffic management (traffic tool), payment (POS), clients’ experience (Boutique Apps such as Queue Management for example) and after-sales
• Define the launch strategy across markets and boutiques, the roadmap and monitor yearly budget related to the on-going projets
• Orchestrate the roll-out of the project with key stakeholders
• Define the tools training plan, creating or adapting the content, conduct on-site trainings to ensure full user adoption
• Address feedback post launch by partnering with relevant teams
• Serve as a day-to-day support on challenges as it applies to boutique tools / apps
• Work on tools improvement and evolution
• Own and maintain the roadmap for evolutions and ensure timely delivery and accurate follow-up
• Develop and maintain comprehensive projects reports, tracking progress and KPIs. Analyze data and provide insights to drive informed decision making and continuous improvement.

RETAIL OPERATIONS POLICIES, EFFICIENCY & INNOVATION:

• Lead and oversee the implementation of processes, driving operational efficiency, consistency, and best practices across markets. Boutiques SOP may include General Housekeeping, Boutique Maintenance and signage, Staff grooming, Asset Protection, Occupational Health and Safety, and others.
• Uphold legal and regulatory compliance standards within the retail operations ensuring adherence to industry guidelines and internal policies and implement robust governance practices and procedures.
• Ensure efficient usage of POS, stock management, staffing organization tools, labelling, selling floor replenishment, and other services such as bookings, payments, after-sales,etc
• Orchestrate boutique tools’ order (Uniforms, Packaging, others) and its implementation (guideline, timing)
• Drive sustainability efforts within the retail environment working closely with the Fashion Sustainability Lead
• Identify opportunities for improvement and innovation. Stay updated on market dynamics and emerging technologies to enhance boutique efficiency and deliver a seamless retail experience
• Play a key role in Boutique opening / renovation and other boutique projects orchestration between IT, digital, maintenance, merchandising & retail to ensure the implementation of the right SOPs, processes and tools in new and temporary boutiques

BOUTIQUE OPERATIONS COMMUNITY ANIMATION

• Build the culture of operations excellence and pride for Retail Operations Metiers
• Animate the community of Boutique Operations Managers, Stock, Cashiers and RFID ambassadors
• Motivate and inspire in setting the highest standard for client and employee experience, encourage best practices sharing across Swiss boutiques and region
• Build and maintain relevant communication channels: platforms of sharing, calls, meetings, emails
• Organize seminar and training for specific métiers, as well as career development

Role Specifications:

• 6-8 years’ experience in Retail, Operations, Client experience or digital tools
• Strong sensitivity to Retail and client experience
• Driven by innovation and enjoy working in a fast-paced rhythm
• Strong collaboration mindset and team spirit
• Excellent interpersonal, communication and influencing skill
• Solid analytical and problem-solving skills
• Proven track record of self-initiative, ability to multi-task and improve processes. 
• Willing to travel in the Swiss Markets region
• English and French fluent, Spanish a plus
• Based in Geneva, 2 days home office per week

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.