Retail Operations Manager

Role Overview

Based in New York, the Retail Operations Manager is a key business partner for all Vacheron Constantin boutiques. This role combines hands-on operational leadership with a strategic mandate to drive operational excellence, elevate the client experience, and lead regional initiatives supporting retail performance and transformation.

This individual will ensure strong alignment, consistency of execution, and sharing of best practices across the North America retail network.

Responsibilities

• Retail Operations & Compliance

• Ensure boutiques fully comply with Maison and Richemont policies, procedures, audit requirements, and inventory controls
• Partner with Boutique Directors and cross-functional teams to maintain strong operational standards and audit readiness
• Lead operational training initiatives, policy refreshers, and compliance reviews across the west region
• Oversee and support Retail Operations Supervisors to ensure consistency and operational excellence across boutiques

• Retail Systems & IT

• Lead retail systems and application initiatives impacting boutiques
• Act as the liaison between boutiques, HQ, IT, and central teams to ensure proper system functionality and adoption
• Coordinate communication, training, and change management linked to new tools and technologies
• Identify opportunities for operational and systems improvements

• Boutique Operations & Maintenance

• Oversee boutique maintenance, operational environments, and back-of-house standards in partnership with Store Design and vendors
• Manage regional maintenance priorities and budgets
• Support boutique openings, renovations, and operational projects to ensure seamless execution
• Drive process improvements to enhance operational efficiency and service delivery

• Client Experience & Service Strategy

• Ensure boutique image and experience standards align with Maison guidelines
• Identify recurring client expectations and operational opportunities to continuously fuel the Maison’s service strategy
• Support the rollout of new services, omnichannel initiatives, and client experience programs
• Monitor client satisfaction, NPS, and mystery shopping results, leading action plans to enhance boutique performance and client loyalty
• Partner with CRM, Training, Clienteling, and Performance teams to elevate the client journey

• Strategic Projects & Regional Coordination

• Lead initiatives at Market level - constantly coordinate with the Retail Operations Manager – East to ensure on bhsiness needs and aligned execution
• Lead regional operational initiatives focused on simplification, standardization, productivity, and retail performance
• Facilitate collaboration across departments and with Richemont stakeholders on retail operations projects
• Monitor operating expenses and contribute to budget optimization initiatives

• Team Engagement & Development

• Support the onboarding, development, and engagement of boutique operations teams in partnership with Boutique Leadership and Regional Trainers
• Foster a collaborative Retail Operations community across the region
• Support commission processes, operational capability building, and succession planning initiatives

Profile

• Bachelor’s degree in Business Administration, Retail Management, or related field
• 5–10 years of experience in luxury retail operations or retail management
• Strong understanding of luxury retail standards and client experience
• Proven experience managing complex retail environments and cross-functional projects
• Organizational, analytical, and communication skills
• Agility and curiosity
• Proficiency in Microsoft Office, SAP, and retail systems
• Proactive, collaborative, and solution-oriented mindset
• Ability to travel regularly

Pay

Salary Range: $115K to $130K