Head of Retail Excellence

About the role

We are seeking a visionary Head of Retail Excellence to drive retail performance across our network. Reporting to the commercial HQ, you will translate strategic vision into operational reality, ensuring consistent excellence in store operations, customer experience, and high‑value client (VIC) management.

Key responsibilities

• Define and communicate a comprehensive Retail Excellence strategy aligned with commercial objectives and brand vision.
• Establish and maintain a Retail Excellence framework, standardising procedures and best practices across all locations.
• Champion a customer‑centric approach, implementing tools such as NPS and mystery‑shopping to elevate the end‑to‑end journey.
• Lead VIC programs to secure top‑tier client engagement and retention globally.
• Design and deliver training programmes for retail staff covering operations, product knowledge, sales techniques and service excellence.
• Collaborate with Revenue Growth, CRM & Clienteling, Visual Merchandising, HR, IT and supply‑chain teams to ensure integrated retail strategies.
• Oversee retail innovation projects, new store openings, renovations and technology roll‑outs in line with the Richemont roadmap.

Required profile

• Bachelor’s or master’s degree with at least 8 years of retail experience in the luxury, jewelry or watch sector.
• Proven track record in developing and implementing multi‑site retail strategies and operational standards.
• Deep understanding of luxury customer expectations and service standards.
• Strong analytical ability to turn data insights into actionable initiatives.

Required skills