Retail Excellence Program Manager

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

How will you make an impact?

The Retail Excellence Program Manager is responsible for designing, leading, and embedding Watchfinder's Retail Excellence framework across the business. Acting as a strategic program lead, this role will drive the development and execution of key retail initiatives that enhance operational excellence, elevate the customer experience, and support the company's commercial objectives.

Working cross-functionally with headquarters functions and market teams, the Retail Excellence Program Manager will establish robust governance, oversee a portfolio of strategic retail projects, and ensure the successful delivery of the retail roadmap. The role requires a strong combination of program management, stakeholder engagement, and operational expertise to deliver sustainable improvements across retail operations while fostering alignment, consistency, and best practice throughout the organization.

Retail Program and Framework Development and Management:
Design a structure and governance for a Retail Program management, applying adequate program management components and best practices such as governance, meeting cadences, stakeholder map and project pipeline

Develop a comprehensive Retail Excellence initiatives pipeline aligned with Watchfinder’s commercial objectives and driven by the identification of key areas for improvement in retail operations, customer experience, and project management

Manage the Retail Program, its project pipeline, prioritisation, escalations and risk & progress reporting in appropriate forums – e.g. steering committee  Retail Projects:
Lead and manage projects related to Retail, such as new store openings, store renovations, new process or technology implementations

Oversee the successful delivery of projects, ensuring alignment with business priorities and expected outcomes

Partner cross-functionally with HR to define and design the boutique organization and compensation

Partner cross-functionally with the commercial performance manager, the merchandiser and the data team to deliver retail and merchandising performance dashboard

Support to Director of commercial operations and CCO for any other project requests

Customer Experience and Retail Operations:

Champion a customer-centric approach, focusing on creating and elevating an end-to-end customer journey integrates all Watchfinder customer transaction journeys (part-exchange, instant purchasing, omnichannel etc.)Explore the implementation of methodologies to measure and improve overall customer satisfaction – specifically in retail

Partner with L&D and retail to develop training programs and their delivery approach for retail staff on operational procedures, product knowledge, sales techniques, and customer service excellence

Partner with other functions and markets to ensure adequate implementation of new guidelines and framework (Sales operations, visual merchandising, marketing)
How will you experience success with us?

Minimum 3-year of experience in project management or operations consulting

Experience in retail industry is a plus Strong stakeholder management and communication skills in a matrix environment

Knowledge of Project Management methodology

Ability to plan and prioritise multiple activities and juggle prioritise effectively

Exceptional time management and organisation skills

Proactive mindset

Excellent communication and influencing skills with the ability to interact at all levels of seniority

Problem solver: can provide solutions when problems arise and seek to understand the root cause of the problem to implement long term solutions

Strong PowerPoint and Excel skills

How do we keep you smiling? As a significant member of the Watchfinder community, you are also part of a much bigger family  strongly believe in…