Retail Performance and Operations Manager

Company: Guerlain
Country / Region : United Arab Emirates
City : Dubai
Business group: Perfumes & Cosmetics
Contract type: Permanent Job
Function: Retail
Experience required: Minimum ‎5 years
Reference No.: GUER03341
Date of publication: ‎2023.02.‎20
POSITION
Job Title: RETAIL PERFORMANCE & OPERATIONS MANAGER

The Retail Performance & Operations Manager (‎1) supports, proposes and
implements the retail strategy in the region; (‎2) orchestrates retail
operational activation within the field and headquarters teams (‎3) contributes
to improving performance, to the efficiency of the retail business.

Core Mission : Support the development of network performance through
tools, processes and operations
* Business management, support of Area Managers and teams
* Professionalization & Digitalization of processes/tools & ensure it is user-friendly for the back office
* Development of new Retail projects in collaboration with Retail International
* Customer Relationship Development
* Fluidity and differentiation of the Customer Experience (+ client delivery)

Main Responsibilities
PERFORMANCE MANAGEMENT
Challenge and make recommendations to the budget planning
Analyze performance and metrics by cluster
Propose ideas for business improvement and detect opportunities for changes in
results
Benchmark retail results, especially on department stores (PDM, Ranking)
Provides information / recommendations, both in terms of figures, trade
animation and commercial initiatives
Elaborate challenges to focus teams according to categorical needs or retail
challenges
RETAIL DEVELOPMENT and EXCELLENCE
Lead platforms for the implementation of new Retail Concepts and store
openings
Contribute to the construction of the store activation plan: product launch
platforms, KCP, booster plans, in-store services, etc.
Ensure a ‎360 alignment that is in line with the retail strategy
Be the point of contact with HQ Retail and guarantee the application of HQ
guidelines
Support and coordinate business partners for the development plans of the
Retail network
Offer innovations for our differentiation and generate brand preference
Monitor and propose action plans on Mystery Shopping campaigns in
collaboration with training
Infuse enhancement and elevation of the image of the Maison in its actions
Lead the improvement, deployment and representation of the Customer
Satisfaction Questionnaire (NPS and CSat)
Co-piloting and/or MANAGEMENT OF SPECIFIC RETAIL PROJECTS
Depending on the projects to be studied, deployed, tested, he/she positions
himself / herself as a contributor, leader, initiator, coordinator on projects
of the type:
Omnichannel / online-offline
Clienteling and Customer Experience
Partnerships
Operational execution monitoring tool like Simplifield
Re-evaluate and advise on different variable remuneration

PROFILE
To succeed in this role, you will need a combination of the following skills
and attitudes:
Your leadership skills and communication skills help you influence the many
stakeholders in the role
You are curious, open-minded and demonstrate strong teamwork skills
Your agility and entrepreneurial spirit will accompany you in the search for
new approaches and solutions to the challenges of this position
You have experience in topics such as: Retail Analytics, Store Planning, KPIs
in a luxury company
You have an in-depth knowledge of the state of beauty retail in the
luxury/selective world, as well as the highest standards of customer
experience
Your business acumen, your digital agility and your forward-thinking vision
are a solid asset to perform well in our organization