Deputy Director of Operations and Care Service - Mansion Fifth Avenue

About the role

Deputy Director of Operations and Care Service We are seeking an exceptional Deputy Director of Operations and Care Services to lead and elevate the operational and client experience excellence of our globally renowned brand. This pivotal role requires a highly experienced professional with a proven track record in luxury goods operations, inventory management, strong compliance background and delivering a superior client experience, while exhibiting exceptional people skills and strong floor presence. You will oversee all aspects of care services, inventory management, and after-sales operations, compliance, ensuring the highest standards of quality and efficiency while upholding the company's reputation for unmatched craftsmanship and service. In addition, you will serve as the most senior leader and the ability to inspire, engage and motivate a large team will be paramount. Success in this role will be measured by key performance indicators, including optimized inventory turnover and exemplary client satisfaction survey scores along with healthy employee survey results.

Responsibilities

• Oversee all aspects of care service operations, ensuring timely and flawless execution aligned with the brand’s luxury standards
• Develop and implement a continuous improvement mindset coming up with streamlined processes to enhance operational efficiency while maintaining precision and quality and keeping client and employee experience top of mind
• Support the Operations Director to ensure compliance and fluidity of administrative and logistical tasks
• Responsible for maintaining proper documentation and store procedures to ensure compliance with brand and legal requirements
• Partner with Operations Manager and Operation Director to ensure the boutique is properly prepared for audits and lead follow-up action plans
• Help the Operations team to identify any gaps in process and support building stronger processes
• Partner with boutique management to prepare and communicate the master boutique schedule, ensuring a long term vision of events, training, visitors, etc.
• Liaise with other boutiques and departments such as Client Centricity, HR, Public Relations, Merchandising, Executive Offices, IT Service Desk, etc. as needed
• Liaise with Richemont security and uphold strict security policies in partnership with all functions of the boutique
• Lead with passion from the front, spending 50% of the working day on the floor connecting with leaders, team members and clients to efficiently identify any blocks and pre-emptively handle potential escalations yielding to a great client and employee experience
• Closely partner with HR to identify development opportunities, support dynamic people management and ensure employee experience is always top of mind
• Consult with the RTC, CRC and all supporting workshops, boutique watchmakers and other key business partners in support of strategic objectives and the Client Engagement Barometer
• Collaborate with other boutique directors, managers, and teams across all floors to ensure alignment and consistency in all CS related activities
• Assist clients with the sales and service of Cartier products, as needed
• Monitor and analyze client satisfaction surveys to identify trends and implement strategies for continuous improvement