Head of Retail Excellence & Concierge

About the role

Universal Genève is seeking a senior leader to drive operational excellence across its flagship boutique in Geneva and to oversee the global concierge function. The role blends luxury retail management with high‑end client service, ensuring every customer interaction reflects the Maison’s heritage of precision and elegance.

Key responsibilities

• Design and implement an operational framework for the Geneva flagship and roll it out to future boutiques worldwide.
• Manage daily boutique operations, including stock, merchandising, and service rituals.
• Ensure compliance with international tax, customs, and trade regulations for cross‑border transactions.
• Coordinate export, logistics, and delivery of bespoke and couture timepieces, handling all documentation and regulatory requirements.
• Define, track, and achieve KPIs for both retail and concierge teams.
• Identify operational friction points and lead continuous improvement initiatives that support commercial results.
• Lead the concierge team, setting service standards that align with the Maison’s personalized client journey.

Required profile

• Structured, self‑starting entrepreneur with a deep understanding of luxury retail.
• Proven experience managing flagship boutique operations and high‑touch client services.
• Strong analytical mindset with the ability to set standards, monitor performance, and drive improvements.
• Excellent communication skills to act as the bridge between headquarters and boutique floor.

Required skills

What we offer

• Opportunity to shape the retail and concierge strategy of an iconic Swiss watchmaking Maison.
• Collaborative environment focused on craftsmanship, innovation, and personalized service.