Operations Manager - Singapore - Van Cleef & Arpels

    Van Cleef & Arpels
    Van Cleef & Arpels Singapore

    1 day ago

    $85,000 - $115,000 (SGD) per year Retail
    Description
    Under the leadership and guidance of the Boutique Manager, this role supports in ensuring that boutique operations are efficient and in line with Maison's guidelines & Richemont compliance, helping the boutique team to deliver exceptional client experiences with tools from HQ. He/she will manage the team members of back of house operations and the in-boutique CS workshop ensuring efficient and seamless boutique execution.

    Retail Operations
    • Supervise back-office activities (stock management, including POS display, cash & bill procedures, document management, etc)
    • Be the key-user for SAP & digital tools (sales, CRM, CS and back office)
    • Be the referent for compliance, finance, security and IT topics
    • Ensure retail procedures are respected (selling, customer services, stock management, security…)
    • Ensure awareness of Maison's policies & commercial rules
    • Provide reporting when necessary
    • Provide support during in-boutique animations to ensure efficient, seamless operation flow
    • Identify opportunities/ new ideas to constantly elevate the overall boutique operation
    • Manage boutique's expenses

    Customer Service & Omnichannel
    • Oversee the smooth operation of the in-boutique CS workshop, while adhering to the Richemont standards
    • Be a key referent for CS activities and to ensure that the boutique respect and achieve the set CS KPIs
    • Ensure & develop customer service excellence of the boutique
    • Assist to handle customer service queries/ complaints when necessary
    • Coordinate omnichannel activities to ensure seamless client journey (orders, appointment booking, and shipping from boutique…)

    Boutique Maintenance
    • Ensure that the boutique is well maintained in always ensuring Maison's image
    • Manage the boutique maintenance budget with office team

    Team Development
    • Lead, develop the back of house team member and CS administrator
    • Together with Boutique Manager and Assistant Boutique Manager, define the recruitment needs, participate in the recruitments, and integrate new team members (induction, probation period validation)
    • Animate the boutique team with topics related to Retail Operation and Customer Service

    Maison Identity & Expertise
    • Be an ambassador of the Maison, equip with knowledge on Maison DNA, Savoir faire and product knowledge on High Jewelry, Jewelry, Watchmaking and Stones

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