POSITION

The Retail Operations & Performance Manager at Guerlain MEIA is part of the regional direct retail team, responsible for overseeing the day-to-day operations of our market’s retail boutiques, following global and regional processes, ensuring optimal performance, and driving operational excellence. This role involves strategic planning, performance analysis, and the implementation of best practices to enhance the client and staff experience and achieve business goals. The role focuses on facilitating communication and project management for all renovations and new direct to retail boutiques across the MEIA zone.
A high degree of self-determination and self-motivation is essential for this role, as it requires the ability to proactively identify opportunities for improvement, take initiative in implementing changes, and maintain a strong commitment to achieving excellence in all aspects of retail operations including education support planning and training calendar approval linked to sales and event plans in collaboration with the Retail & Education Director and regional training team.

CLIENT EXPERIENCE:

• Ensure a superior customer experience by maintaining high standards of service and boutique presentation.
• Responsible to review Mystery Shopping/NPS and share performance reports to Education team and markets each quarter.
• Ensure that training calendar is aligned with regional priorities and that the trainers are aware of commercial focuses to ensure maximum support and sales generation.
• Address complaints/customer inquiries and resolve issues promptly and effectively with Chalhoub Customer Service team.
• Collect and analyze customer feedback to drive continuous improvement.