MAIN PURPOSE

This national role will report directly to the Omnichannel Excellence VP and lead the operations team to enhance client experience and drive sales performance across internal BOUTIQUE and points of sale (POS) through operational excellence.

Upholding company standards, your mission will be to guide and support boutiques and POS teams in implementing key actions that ensure seamless and efficient front-of-house and back-of-house management, fully aligned with corporate strategy and service standards.

You will lead and drive the implementation of strategic projects by providing effective tools, methodologies, and operational frameworks. A strategic, proactive, and resourceful thinker, you will collaborate closely with Retail, POS teams and partner with cross-functional departments to establish a culture of continuous improvement, standardization, and accountability, to maintain a high-performing, efficient, and profitable operational environment.

KEY RESPONSIBILITIES

1. Operational Strategy, Compliance & Standardization

• Collaborate closely with the Finance RBO and BRM teams to establish, implement, optimize, and enforce retail operational guidelines across both retail and wholesale networks, ensuring alignment with business objectives and operational best practices.
• Partner with the Commercial Management team to support adherence to the company’s code of conduct, policies, and standard operating procedures; monitor compliance and drive follow-up actions as needed to maintain discipline and accountability.
• Coordinate and manage national-level boutique compliance initiatives in collaboration with cross-functional stakeholders, including Finance G/L, RFBO, Security, and other relevant departments.

2. Process Optimization & Efficiency - continuous improvement mindset

• Identify inefficiencies in store operations using Lean methodologies, time-motion studies, and digital analytics tools.
• Lead cross-functional improvement initiatives to streamline workflows, reduce non-selling time, and enhance staff productivity.
• Collaborate with IT and Digital teams to leverage technology—such as mobile POS, traffic counting systems, workforce and stock management platforms, and omnichannel services—to drive operational efficiency.
• Lead the communication, rollout, and adoption of Operational Excellence projects and tools across the retail network.
• Partner closely with HQ to support the implementation of key initiatives, including but not limited to: Match-to-Traffic, Floor Management, Information Sharing Platform, and Back-of-House (BOH) optimization.

3. Optimize the internal communication between office and Boutiques & POS

• Establish and maintain a centralized internal communication system across all boutiques to ensure timely and consistent dissemination of critical company information.
• Share the cross-departments important information on a monthly basis, and update commercial action plan.
• Develop a two-way (reverse) feedback channel from field to office team, enabling open, efficient dialogue to address operational challenges, capture frontline insights, and promote continuous improvement.
• Identify and share best practice case studies from high-performing boutiques to drive learning and standardization across the network.
• Leverage digital tools (e.g., iPad-based platforms, apps, or intranet solutions) to enhance the speed, clarity, and engagement of in-boutique communications.

4. Integrate and Streamline Operational Resources

• Manage service-related vendors for boutiques (e.g., cleaning, security, maintenance), including contract renewal, documentation, and centralized tracking. Oversee end-to-end procurement processes, including purchase order generation in system and payment settlement coordination.
• Centralize the ordering and procurement of boutique operational tools—covering sales, customer service, and day-to-day operations—with standardized processes and controlled budget allocation. Monitor and manage annual spending in line with approved budgets.
• Communicate, enforce, and regularly review the grooming standards for boutique staff to ensure alignment with brand image and service excellence.
• Oversee the full lifecycle of staff uniforms—including ordering, distribution, cleaning, maintenance, and replacement—while managing inventory efficiency and adherence to annual budget targets.

5. Actively Contribute to Company Projects and Events

• Take a proactive role in key company initiatives and events—such as high jewelry presentations, boutique openings or closures, client or brand events etc. ensuring commercial and retail perspectives are fully represented.
• Lead and execute required actions to support event success, including cross-functional coordination, timeline management, and on-the-ground implementation.
• Gather and consolidate feedback, operational needs, and insights from field teams and frontline staff to inform planning and decision-making.
• Propose practical solutions and tailored action plans that align with business objectives while addressing real-world retail requirements and customer experience standards.

COMPETENCIES

• Bachelor’s degree in Economics, Business Administration, or a related field.
• Minimum of 8 years of solid and comprehensive experience in retail operations management; experience within the luxury retail sector is highly desirable.
• Passionate about retail operations and project management, with a track record of driving operational excellence.
• Strong communication and negotiation skills, complemented by effective presentation and facilitation abilities across teams and levels.
• Professional, proactive, and composed under pressure—able to navigate challenging situations and guide stakeholders toward consensus and alignment.
• Demonstrated commitment to delivering high-quality work and upholding the highest standards in execution and service.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and experienced in using SAP or similar enterprise systems.
• Fully fluent in both written and spoken English and Mandarin.