Operations Manager, Selfridges - 9 Month FTC (Maternity Cover) in London

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

JOB MISSION

Reporting directly to the Boutique Director, the Operations Manager is responsible for the seamless and efficient daily operation of the boutique, ensuring exceptional client experience and upholding the highest standards of luxury retail. This role involves the oversight of all stock (value and non-value), logistics, and resources, as well as the leadership and development of a team of Stock Administrators. The Operations Manager ensures strict compliance with company policies and procedures, proactively identifies opportunities for process improvement, and optimizes resources to enhance both Front and Back of House operations.

MAIN ACCOUNTABILITIES

• Stock & Inventory Management: Leads, mentors, and develops a team of Stock Administrators, fostering a culture of precision, accountability, and continuous improvement. Oversees all aspects of stock movement, ensuring meticulous attention to detail regarding reception, dispatch, quality control, and inventory status. Manages the planning and execution of mid-year/annual stock counts, cycle counts, and ad-hoc audits, maintaining inventory accuracy and minimizing discrepancies. Champions continuous improvement initiatives related to stock management and operational efficiency, leveraging best practices and innovative solutions. Manages and controls all non-value orders and ensures the impeccable organization and efficiency of the stockroom.
• Compliance, Audit, and Security Stewardship: Ensures comprehensive understanding and adherence to company Policies and Procedures across all teams, facilitating training programs to achieve operational excellence and audit readiness. Conducts regular audits of client reservations, consignments, deposits, and discounts, ensuring accuracy and compliance with financial controls. Oversees stock ticketing and organization, maintaining a high level of precision and attention to detail. Collaborates with the Department Store and Richemont stakeholders to maintain a safe and secure environment for clients and staff, adhering to all Health & Safety regulations. Manages and monitors security processes and protocols, ensuring the protection of assets and the safety of personnel.
• Transaction Oversight & E-Commerce Support: Verifies the accuracy and validity of all invoices, ensuring timely and accurate payment processing. Resolves payment-related issues, liaising with the financial back office as needed to ensure seamless transactions. Investigates discrepancies between internal reports and those from partner retailers, such as Selfridges, ensuring data integrity and reconciliation. Collaborates with the Head Office E-commerce team to support online sales, returns, and stock file accuracy, providing exceptional client service and support.
• Strategic Operations & Resource Management: Supports the Boutique Director in the development and implementation of overall operational strategies and action plans. Manages staff rotas on a daily and monthly basis, optimizing resource allocation to meet business needs and client demand. Contributes to a positive, collaborative, and productive boutique environment, fostering teamwork and a shared commitment to excellence. Assumes responsibility for opening and closing the boutique in the absence of the Boutique Director, ensuring smooth and secure operations. Conducts regular inspections of the boutique (BOH & FOH) to ensure it is maintained in pristine condition, coordinating with cleaning, maintenance, and facilities departments as needed.

JOB REQUIREMENTS

• Proven ability to lead, motivate, and develop a high-performing team.
• Extensive experience (minimum 3 years) in managing stock and optimizing operational processes within a luxury retail environment.
• Exceptional analytical and problem-solving skills, with the ability to identify and resolve complex issues.
• Proficiency in Microsoft Excel, SAP, and other stock and financial software and technologies.
• Strong understanding of financial principles and practices, with the ability to manage budgets and control costs.
• Demonstrated ability to plan, organize, and execute projects effectively, with a strategic mindset.
• Excellent verbal and written communication skills, with the ability to interact effectively with clients, colleagues, and stakeholders.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines.
• Fluent in English (additional languages are a plus).