Commercial Operations Manager

In Cartier Benelux & Nordics, we are looking for aCommercial Operations Manager, based in Amsterdam.

HOW WILL YOU MAKE AN IMPACT?

This role, reporting to the Commercial Director, contributes to the overall commercial success of the Benelux & Nordics market, by constantly partnering with Commercial Management, relevant Cartier stakeholders & Richemont Business partner to uphold Maison compliance and achieving operational excellence. This role will pilot customer service as well activities & coordinate key retail initiatives, aiming to deliver exceptional client services across all our Retail channels. The key responsibilities of the role will be:

1. Procedures/Policies & Compliance 

• Lead the roll-out of new procedures / Policies (including Customer Service) across all our Retail channels, acting as the main point of contact for the Central HQ.
• Act as the referent for the commercial management / boutique teams for any questions related to procedures, policies (including Customer Service) and compliance related topics
• Support Richemont business partners with Audit / Yearly inventories, and coordinate actions if needed

1. Operational excellence

• Proceed to regular visits to the boutiques / POS, and constantly provide feedback to Commercial Directors / Area Managers to make improvements in a timely manner
• Partner with the Transformation project manager in the continuous improvement way of working, and act as a key user of new operational tools & rollouts as needed (testing, sharing feedback…)
• Partner with Boutique management  in charge of operations, to constantly find ways to step up the level of professionalism of our Back office teams & improve the onboarding process
• Act as a referent for any IT trouble shooting & digital solutions challenges spotted in the boutiques
• Oversee non-sellable boutique supply inventory & uniform for boutique teams
• Oversee third party vendor creation & boutique operating costs (in partnership with commercial management)

1. Customer Service 

             Supervise the customer service specialist, in charge of:

• Piloting of the overall customer service activity & Client experience barometer. In particular, provide analysis of resulting data from CS & client experience related KPIS, identifying potential roadblocks and opportunities for improvements.
• Acting as a referent for any client complaint escalated to Local HQ
• Building and maintaining relationships with key partners (local Richemont and Cartier platforms) and collaborating to oversee successful implementation of Cartier service initiatives
• act as a strategic manager working across different functions, with a focus on the Client Services pillar, to ensure the timely and effective development and delivery of service strategies and service action plans.

1. New boutique projects / Organizational structure

• Partner with Commercial Management for any future boutique projects, with a specific focus when it comes to Back office & operational / Customer service flows
• Partner with Richemont customer service team & relevant stakeholders in the area dedicated to Watchmakers (if needed)
• Supporting the commercial management for any organizational structure & solutions enhancements, when it comes to Operations and Customer service related activities

1. Supervise and develop a Team (an operations coordinator and a customer service specialist)

• Partner with HR teams to define a development journey for each employees  (e.x Conduct performance review, build concrete IDP…) 
• Lead the performance management processes 
• Provide regular feedback and coaching on the spot
   

HOW WILL YOUR EXPERIENCE SUCCESS WITH US?

• You possess 8 to 10 years’ experience minimum, with previous in-store experiences.
• You have an ability to organize, set priorities and manage multiple projects on tight deadlines
• You possess a problem-solving mindset, and you are comfortable in a fast-paced changing environment
• You have strong communication skills, and the ability to build strong relationships with different stakeholders & counterparts.
• You have a “team player” spirit, and the ability to work well within a team
• Proficiency with Microsoft Office software. Proficiency with SAP is a plus.

HOW DO WE KEEP YOU SMILING?

A great opportunity to be a part of a dynamic and diverse team that goes the extra mile to constantly improve operational excellence within our retail touchpoints and as a result deliver exceptional client experiences.

YOUR JOURNEY WITH US:

• After being shortlisted by Talent Aquisition team, you will meet with Cartier’s HR Manager and the Commercial Operations & Performance Manager to assess your fit to this role and to give you a preview as well an overview of the team dynamics and company culture.
• You will also have the opportunity to meet with the Commercial Director
• If you are the successful candidate, discover and immerse yourself in the beautiful world of the Maison Cartier