Operations Manager - City Center

At Cartier North America, we embrace diversity and inclusion to foster creativity and excellence. The Operations Manager plays a pivotal role in driving the boutique’s commercial success through operational excellence and compliance.

Responsibilities

• Ensure proper understanding and execution of all Maison policies and procedures within the boutique, leading compliance among the team.
• Implement and maintain efficient opening and closing procedures.
• Oversee product movement in/out of the boutique, including shipments, transfers, consignments, and internal stock movements while maintaining quality control and preventing losses.
• Enforce excellent product handling, packing, shipping, and receiving procedures, especially for high-value items.
• Oversee financial aspects of boutique sales, ensuring accurate and timely submission of daily transactions and paperwork to corporate teams.
• Ensure fluidity of transactional flows (e.g., ecommerce) to sustain efficient operations and a seamless client experience.
• Oversee inventory control processes, including daily/weekly/monthly counts and stock movements, to ensure a successful annual inventory.
• Partner with boutique management to monitor and control operating costs and allocate resources effectively.
• Uphold Cartier standards for boutique maintenance, third-party vendors, tools, technology, and equipment.
• Manage boutique supply inventory, including replenishment for sales, hospitality, and back-of-house areas, and implement Lean/5S strategies for optimal storage.
• Oversee operational aspects of care services, such as client repair flows, report execution, and monthly inventory reconciliation.
• Lead the success of boutique audits and partner with management to implement action plans.
• Oversee boutique display maintenance, including visual standards, product upkeep, understock organization, and cleanliness.
• Manage daily setup and breakdown of the boutique in partnership with the management team.
• Exhibit strong communication and problem-solving skills, collaborating with boutique management, regional leadership, and corporate departments.
• Serve as a key user of new operational tools, collaborating on testing, feedback, in-boutique training, and adoption.
• Develop fundamental brand knowledge to convey Cartier’s heritage and values.
• Stay current on industry news, local/global competition, and community connections to ensure Cartier’s service remains competitive.
• Gather and share feedback from the boutique team, collaborating on operational best practices with regional and network peers.
• Elevate operational excellence and ensure efficient day-to-day processes, providing ideas and solutions to client-facing teams.
• Build a transversal team, setting expectations so all members contribute to operations.
• Lead with authenticity, transparency, and professional maturity, serving as a communicative voice for key updates.
• Inspire and engage the team by connecting them to operational strategies, providing motivational feedback, and fostering an inclusive culture.
• Create a safe and trusting environment that embraces diverse perspectives and recognizes team contributions.
• Hold talent accountable for Cartier competencies and behaviors to achieve goals and KPIs.
• Train, develop, and motivate the Operations team, facilitating idea generation and creative problem-solving.
• Deliver and document performance management feedback, providing ongoing coaching to ensure individual and team development.
• Maintain a 360-degree view of talent (internal and external) and serve as a “talent ambassador” through external pipelining activities.
• Actively participate in the network Operations community.
• Possess a deep understanding of Cartier’s products, services, and security/operational procedures.

Requirements

• Bachelor’s degree in a business-related field.
• 5–8 years of operations management experience in a luxury retail environment.
• Experience leading leaders and managing direct reports.
• Excellent computer skills and proficiency in Microsoft Office applications, especially Excel.
• SAP knowledge preferred.
• Additional language skills are a plus.
• Availability to work retail hours (including evenings and weekends), with overnight travel for trainings, client events, and business needs.
• Ability to thrive in a fast-paced, evolving environment.
• Strong analytical, organizational, and interpersonal communication skills.
• Deep understanding of client service needs (internal and external).
• Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy.
• Collaborative approach to fostering a positive and inclusive work environment.
• Ability to motivate, inspire, and instill trust in others.
• Proactive approach to analyzing business and human resource needs.

Benefits

• Comprehensive medical, dental, and vision programs.
• Health savings and flexible spending accounts.
• Employee assistance program for you and your household members.
• Income protection solutions, including life insurance and disability benefits.
• 401(k) with employer match.
• Wellness reimbursement benefit and paid time off.
• Volunteer time off to support local community initiatives.