Operations Manager - Soho

Operations Manager

Soho, New York

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

The Operations Manager contributes to the overall commercial success of the boutique by upholding Maison compliance and achieving operational excellence. In a highly dynamic and collaborative environment, the Operations Manager oversees all aspects of the day-to-day processes, including management and development of the Operations team to ensure key administrative support for transactional activities, financial compliance, logistics, inventory control, and effectively leads the implementation of policies and procedures.

Key Responsibilities:

Operational excellence / compliance

* Ensure proper understanding and execution of all Maison policies and procedures within the boutique, lead and influence compliance among the broader team

* Implement and maintain efficient opening and closing procedures

* Oversee proper movement of product in/out of boutique including, but not limited to shipments, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses

* Consistently demonstrate and enforce excellent care and proper product handling; ensure appropriate packing, shipping, and receiving procedures are maintained particularly for high value creations

* Oversee financial aspects of boutique sales; ensure daily transactions and proper paperwork are submitted to respective corporate teams timely and accurately

* Ensure overall fluidity of other transactional flows (ecommerce, etc.) to sustain efficient business operations and seamless client experience

* Oversee inventory control processes (e.g., daily/weekly/monthly counts and stock movements) to ensure a successful annual inventory

* Partner with boutique management to monitor and control boutique operating costs and ensure effective allocation of resources

* Uphold Cartier standards within the boutique environment, including but not limited to maintenance, third party vendors, tools and technology, equipment, etc.

* Oversee the boutique supply inventory including replenishment needs for sales and hospitality areas, as well as back of house; lead, implement, and maintain Lean/5S strategies for optimal storage organization in partnership with Regional Operations Manager

* Oversee operational aspect of care service responsibilities as needed (e.g., the client repair flow, execution of reports, and monthly inventory/reconciliation)

* Lead overall success of boutique audits; partner with management to implement and execute action plans

* In partnership with boutique management, oversee overall display maintenance of the boutique (e.g., proper visual standards, product maintenance and understock organization, cleanliness, etc.)

* Oversee daily set up and break down of boutique for opening/closing in partnership with management team

* Exhibit strong communication and problem-solving skills by partnering effectively with boutique management, commercial network, regional leadership, and corporate departments as needed

* Key user of new operational tools and rollouts as needed: collaborate with Regional Operations Manager and/or corporate teams on testing, sharing feedback, in-boutique training, and driving adoption

* Consistently reach and aim to exceed all KPIs

Maison / industry knowledge

* Develop fundamental brand knowledge to convey Cartier heritage and values

* Remain current on all industry news, local/global competition, and connection to community

* Remain aware and keep current of competitor landscape, ensure Cartier service and operations remain competitive and unique with the highest degree of excellence

* Discuss and collect valuable feedback from the boutique team; share and collaborate with region and network peers on operational best practices

Talent and leadership

* Consistently elevate the level of operational excellence and ensure all day-to-day processes are effective and efficient (e.g., boutique organization, workflow, etc.); collaborate with management regional leaders to provide ideas and solutions to client-facing teams

* Build a transversal team and set expectations so all team members are responsible for operations

* Exhibit a high degree of professional maturity and lead by example

* Lead with authenticity and drive transparency, serve as a consistent and communicative voice with key updates and information

* Inspire and engage team members by connecting them to the bigger picture of operational strategies, provide clear and motivational individual/team updates and feedback, foster inclusive culture within the boutique

* Build interpersonal trust by creating a safe space and sense of belonging, embrace and integrate…