Director, Operations Excellence

About the role

We are looking for a visionary and hands-on Director, Operations Excellence to help shape the future of our Cartier North America Supply Chain and Jewelry Customer Service operations. In this highly visible role, reporting to the Senior Vice President, Operations, you will lead the transformation of our Sales Operations processes, redesign our Jewelry Customer Service capabilities, improve our in-store inventory management, and build a robust analytics framework to drive performance, efficiency, and data-driven decision-making across Operations. Combining strategic thinking with strong execution capabilities, you will partner closely with operational teams and cross-functional stakeholders to design and implement scalable solutions that elevate both operational performance and client experience. You will build, lead and develop a team of operations excellence and data professionals, to achieve the objectives of your department and support the development of Cartier North America.

Responsibilities

• Sales Operations – Drive transformation and continuous improvement across Sales Operations for all product categories, in close collaboration with operational teams and key stakeholders: Commercial, Marketing, Supply Chain, Logistics, Compliance and Finance. Design and implement innovative solutions to manage product and information flows throughout our distribution network, offering seamless experience to our clients, boutiques and partners. Simplify and optimize end-to-end sales operations business processes. Lead transformation initiatives from initial diagnosis and solution design through implementation, adoption, and performance monitoring. Establish governance, prioritization, and project management frameworks to ensure effective execution of the Operations transformation roadmap. Coach the teams to foster a culture of continuous improvement and operational excellence.
• Jewelry Customer Service – Play a key role in transforming our jewelry customer service operations, with the ambition to deliver a seamless client experience while significantly improving operational efficiency, agility and resilience. In partnership with our Workshop teams and key stakeholders - Care Service, Richemont Customer Service, Commercial, Logistics -, you will: Redesign the end-to-end repair journey, from product intake and diagnosis through repair execution, quality control, return to the boutique, and delivery back to the client. Rethink the repair operating model and organization, building an ecosystem of repair capabilities across North America. Review and redesign the administrative management of the incoming and outcoming repairs to/from our Workshop in New York City, simplifying and standardizing processes, and streamlining communication with the boutiques and the CRC. Improve repair lead times, workflow visibility, capacity management, and productivity through better processes, tools, governance, and performance management. Ensure that operational improvements translate into a consistently elevated client experience, with greater transparency, reliability, and quality throughout the customer journey.
• Retail – Drive in-store inventory optimization initiatives in close collaboration with Retail, Marketing, Visual Merchandising, Logistics and Operations, improving how inventory is positioned, stored and managed in our boutiques. The goal is to offer a seamless experience to our clients and sales associates, while saving time and working capital, without making any compromise on compliance.
• Data & Business Analytics – Build a strong analytics capability for the Operations, that enables operational excellence and better decision-making by: Developing dashboards, KPIs, and performance management tools to monitor operational performance and identify business opportunities. Translating business needs into meaningful reporting and analytics frameworks in close collaboration with operational stakeholders. Delivering actionable insights that support strategic and operational decision-making. Establishing consistent performance measurement and reporting across Operations. Promoting data literacy across Operations by coaching teams to become increasingly autonomous in reporting and analysis.

Requirements

• Master's degree in Engineering, Supply Chain, Operations or a related quantitative discipline.
• 10+ years of experience in Process Excellence, Operations, Supply Chain, Customer Service, Retail Operations or a related operational environment.
• Passion for delivering an exceptional client experience with a customer-first mindset.
• Excellent project management capabilities and demonstrated success leading complex cross-functional transformation initiatives.
• Strong collaboration skills, with the ability to partner seamlessly with cross-functional teams across an international organization.
• Outstanding communication and influencing skills, with the ability to engage both technical and business stakeholders.
• Strong analytical skills with experience building dashboards and performance reporting (Looker preferred).
• SAP proficiency.

Qualifications

• Experience in luxury, watches, jewelry, fashion, or premium consumer goods.
• Experience with one or more of the following is