Retail Operations Lead - North America

Job Description

The Retail Operations Lead, North America is a pivotal role in bridging Polène’s global standards with the realities of the North America market. Based in New York City and reporting to the Area Manager, this person is responsible for adapting and implementing HQ strategies and operational frameworks to support both the existing retail network and upcoming store openings across the region. By partnering closely with HQ Retail teams and local boutique teams, this role ensures the strong execution of company strategy, drives operational excellence, and supports a consistent and elevated brand experience.

This role translates global processes into practical, store-friendly solutions that fit local realities while preserving brand standards. It is a highly hands-on role, requiring significant time on the ground in boutiques to understand operational realities, identify pain points, and turn observations into clear, actionable improvements that support store teams without adding unnecessary complexity.

Responsibilities

• Analyze retail reporting, including daily sales, KPIs, and traffic, and provide localized insights and actionable recommendations
• Partner with HQ to follow up on global retail projects and support stores in achieving defined KPIs
• Benchmark and adapt retail best practices from HQ and the market to elevate operations, service, and presentation
• Collaborate with HQ Retail Operations to support the local execution of sales-driving and profitability initiatives
• Localize and implement global operational standards across North America
• Adapt and execute operational tools, frameworks, and projects from HQ
• Support the local execution of retail network expansion in partnership with HQ
• Facilitate communication between HQ and the North America retail network
• Drive operational consistency and performance through the application of KPIs and best practices

Requirements

• Strong analytical skills with the ability to translate data into practical, actionable, store-ready plans
• Pragmatic and hands-on mindset, with the ability to operate both strategically and operationally
• Strong command of Excel, PowerPoint, and digital tools; SAP knowledge is a plus
• Excellent communication and influencing skills, with the ability to work effectively across HQ, stores, and cross-functional stakeholders
• Strong organizational and project coordination skills, especially in fast-paced and scaling retail environments
• Professional, proactive, and calm under pressure
• High standards and strong attention to detail, with a commitment to operational excellence and brand consistency
• Strong leadership and teamwork capabilities, with empathy and a collaborative mindset
• Fluency in English, both written and spoken; French is a plus
• Willingness to travel domestically and internationally as required

Compensation & Benefits

• Competitive salary range $70,000-$85,000
• Monthly ICHRA medical stipend, allowing employees to choose the plan that works best for them
• Dental & vision insurance with employer contributions
• 401(k) plan
• Paid Time Off, including vacation and sick time
• Employee discount on our full range of leather goods and jewelry
• Commuter benefits, for transit (pre-tax, where applicable)
• Opportunities for growth within our expanding U.S. retail network
• A supportive, inclusive culture rooted in craftsmanship, creativity, and teamwork