Retail Operations and Performance Manager

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.

Key Responsibilities:

Retail Operational Management:

• Support the field area managers/supervisors with the daily operations of Guerlain MEIA retail boutiques to ensure efficiency and effectiveness by having regular meetings/visits with Retail and Country Management.
• Implement and monitor standard operating procedures (SOPs/Retail Handbook) to maintain consistency across all locations.
• Ensure compliance with Guerlain's policies, health and safety regulations, and industry standards.
• Ensure all HQ initiatives are implemented following both HQ and local laws.
• Aid in the establishment of structured and efficient processes that enhance brand desirability while maintaining profitability.
• Elevate instore experiences by timely support and follow up of maintenance in partnership with construction team.

Performance Analysis:

• Champion the Retail App across the field, both HQ and stores.
• Send weekly boutique services report to senior management and markets and have action plan where required (free services, GWP, redeemable, paid).
• Ensure that markets have all tools available to drive services every day.
• Analyze boutique performance metrics and KPIs to identify areas for improvement.
• Develop and implement strategies to enhance sales, customer satisfaction, and operational efficiency.
• Prepare and present performance reports to senior management.

Retail Team Leadership:

• Lead, mentor, and develop retail management teams to achieve high levels of performance and engagement.
• Ensure that a sense of retail community is felt and actioned in MEIA through warm and friendly customer service between Zone and Markets (example monthly newsletter)
• Conduct regular training sessions to enhance team skills and knowledge either virtually or in classroom (example Management Rituals)
• Foster a positive and collaborative work environment.
• Be the key contact for Guerlain MEIA and maintenance/operational suppliers.

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.

Stores Compliance:

• Develop, update, and implement store compliance policies and procedures in alignment with Guerlain MEIA’s standards and regulatory requirements.
• Ensure all policies and procedures are clearly documented and communicated to all store staff.
• Regularly monitor store operations to ensure compliance with established policies and procedures.
• Conduct routine audits and inspections of store activities, including sales practices, inventory management, and customer service standards.
• Regularly monitor store operations to ensure compliance with established policies and procedures.
• Conduct routine audits and inspections of store activities, including sales practices, inventory management, and customer service standards.
• Regularly monitor store operations to ensure compliance with established policies and procedures.
• Conduct routine audits and inspections of store activities, including sales practices, inventory management, and customer service standards.

Store Roadmap Strategic Planning:

• Contribute to the development and execution of retail strategies and business plans.
• Manage Retro Planning calls in timely fashion (weekly, bi-weekly) for all new projects, ensuring Licenses, team communication and issues are identified early
• Create detailed retro planning for new projects, including new briefing pack, outlining timelines, milestones, and critical tasks.
• Ensure timely collaboration with Beauty Tech to ensure Guerlain MEIA follows timelines
• Collaborate with cross-functional teams to support new boutique openings and expansions.
• Maintain full calendar/tracker of previous, current and future projects

Qualifications:

• Bachelor's degree in Business Administration, Retail Management, or a related field.
• Languages: English and Arabic are a must. French is an advantage.
• Minimum of 10 years of experience in retail operations, with a proven track record of success in a similar role.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in retail management software and MS Office Suite.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Strong organizational and multitasking skills.