Head of Retail Excellence

Roger Dubuis seeks a Head of Retail Excellence to lead the HQ commercial team in elevating retail performance and cultivating a culture of excellence across its global network.

This position sits within the headquarters commercial team with the primary mission of raising retail performance standards and fostering a culture of excellence throughout the entire store network. The role focuses on aligning retail operations with the brand’s commercial goals and vision.

Responsibilities

• Create and execute a comprehensive Retail Excellence strategy that supports commercial targets and the brand’s vision.
• Pinpoint opportunities to enhance retail operations, customer experience, and VIP client management.
• Build and uphold a Retail Excellence framework with clear procedures to guarantee consistent standards and execution.
• Drive a customer-first mindset to improve the entire client journey.
• Deploy methods and tools to track and boost customer satisfaction levels.
• Manage global VIP programs to ensure high-level client engagement and retention.
• Partner with marketing and product departments to deliver a cohesive brand experience.
• Design and lead training sessions for retail staff covering operations, product knowledge, sales techniques, and service excellence.
• Encourage a mindset of ongoing learning and improvement among retail teams.
• Coordinate with HR and talent acquisition to support career development and succession planning for key retail positions.
• Collaborate with Revenue Growth, CRM, SDP, Visual Merchandising, HR, IT, and supply chain teams to integrate retail strategies.
• Serve as the bridge between corporate functions and retail operations to ensure clear communication and alignment.
• Direct projects involving retail innovation, new store launches, renovations, and technology rollouts.
• Ensure project delivery meets business priorities and achieves desired outcomes.

Requirements

• Bachelor’s or Master’s degree.
• At least 8 years of experience in retail, preferably within luxury, jewelry, or watchmaking sectors.
• Proven track record of developing and implementing retail strategies and operational best practices across multiple sites.
• Deep understanding of luxury customer expectations and service standards.
• Ability to analyze data, spot trends, and convert insights into actionable strategies.
• Strong project management skills with a history of successful execution.
• Capacity to lead, motivate, and influence cross-functional teams and stakeholders at all levels.
• Excellent communication and interpersonal skills, with a focus on detail and organization.
• Ability to manage multiple tasks simultaneously.
• Proactive and solution-oriented approach to challenges.
• Willingness to travel as needed.
• Hands-on mentality with strong implementation skills.
• Fluency in English is mandatory.

Nice to have

• Proficiency in additional languages relevant to Richemont’s global presence, such as French or 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 brand advances through cutting-edge research, sustainability, and empowering modern heroes. The team passionately brings value to the distinctive mix of Italian spirit and Swiss watchmaking excellence. The recruitment journey is grounded in transparency, respect and fairness.

• Advancing through cutting-edge research, sustainability, and empowering modern heroes.
• Bringing value to the distinctive mix of Italian spirit and Swiss watchmaking excellence.
• Recruitment journey grounded in transparency, respect and fairness.