Head of Retail Excellence

The company seeks a Head of Retail Excellence to lead retail performance and cultivate a culture of excellence across its network. This role involves developing strategies, managing VIC programs, and driving continuous improvement within retail teams.

Operating within the headquarters commercial team, this position focuses on elevating retail performance and fostering a culture of excellence throughout the entire network. The role is responsible for aligning retail strategies with commercial objectives and brand vision to ensure consistent execution and superior customer experiences.

Responsibilities

• Create and communicate a detailed Retail Excellence strategy that supports commercial goals and the brand's vision.
• Pinpoint opportunities to enhance retail operations, customer interactions, and VIP client management.
• Build and uphold a Retail Excellence framework with clear procedures to maintain high standards and consistent execution.
• Promote a customer-focused mindset to improve the entire customer journey.
• Deploy methods and tools to track and boost customer satisfaction levels.
• Manage VIP client programs globally to ensure top-tier engagement and retention.
• Provide training to retail staff on operational procedures, product knowledge, sales techniques, and customer service excellence.
• Encourage a culture of continuous learning and improvement within retail teams.
• Partner with HR and talent teams to support talent development and succession planning for key retail roles.
• Collaborate with Revenue Growth, commercial performance, CRM & Clienteling, SDP & VM teams, HR, IT, and supply chain departments.
• Lead and manage projects related to retail innovation, new store openings, store renovations, and technology implementations.
• Oversee the successful delivery of projects, ensuring alignment with business priorities and expected outcomes.

Requirements

• Bachelor’s or master’s Degree.
• A minimum of 8 years of related experience in Retail in the luxury or jewelry/watch industry.
• Proven experience in developing and implementing retail strategies and best operational practices across multiple locations.
• Strong understanding of luxury customer expectations and service standards.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable strategies.
• Excellent PM skills with a track record of successful execution.
• Strong ability to lead, motivate, and influence cross-functional teams and stakeholders at all levels.
• Excellent communication and interpersonal skills with an emphasis on detail and organization.
• Ability to handle multiple tasks simultaneously.
• Proactive and solution-oriented approach to challenges.
• Flexibility to travel.
• Great hands-on mentality and implementation skills.
• Fluency in English is required.

Nice to have

• Proficiency in other languages relevant to Richemont's global presence (e.g., French, Italian).

What the company offers

• Join a dynamic Maison spirit that values and empowers unique skills and contributions.
• Thrive within enriching communities built on genuine care, continuous improvement, and efficient accountability.
• Collaborate across borders and cultures, gaining invaluable international experience.
• Embark on a fulfilling career journey within Panerai and across the Richemont Group.

About the company

The Maison advances through cutting-edge research, sustainability, and empowering modern heroes. The team passionately brings value to Panerai's distinctive mix of Italian spirit and Swiss watchmaking excellence. The recruitment journey is grounded in transparency, respect and fairness.

• The Maison advances through cutting-edge research, sustainability, and empowering modern heroes.
• The team passionately brings value to Panerai's distinctive mix of Italian spirit and Swiss watchmaking excellence.
• The recruitment journey is grounded in transparency, respect and fairness.