At a Glance
- Tasks: Lead and design retail excellence initiatives to enhance customer experience and operational efficiency.
- Company: Join Watchfinder & Co., the leading pre-owned watch specialist in the UK.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on innovation and customer satisfaction.
- Why this job: Make a real impact on customer journeys and retail operations in a prestigious company.
- Qualifications: 3+ years in project management; retail experience is a bonus.
The predicted salary is between 45000 - 55000 £ per year.
Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre‑owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre‑owned watch specialist.
The Retail Excellence Program Manager is responsible for designing, leading, and embedding Watchfinder’s Retail Excellence framework across the business. Acting as a strategic program lead, this role will drive the development and execution of key retail initiatives that enhance operational excellence, elevate the customer experience, and support the company’s commercial objectives.
Responsibilities
- Design a structure and governance for a Retail Program management, applying adequate program management components and best practices such as governance, meeting cadences, stakeholder map and project pipeline.
- Develop a comprehensive Retail Excellence initiatives pipeline aligned with Watchfinder’s commercial objectives and driven by the identification of key areas for improvement in retail operations, customer experience, and project management.
- Manage the Retail Program, its project pipeline, prioritisation, escalations and risk & progress reporting in appropriate forums – e.g. steering committee.
- Lead and manage projects related to Retail, such as new store openings, store renovations, new process or technology implementations.
- Oversee the successful delivery of projects, ensuring alignment with business priorities and expected outcomes.
- Partner cross‑functionally with HR to define and design the boutique organization and compensation.
- Partner cross‑functionally with the commercial performance manager, the merchandiser and the data team to deliver retail and merchandising performance dashboard.
- Support to Director of commercial operations and CCO for any other project requests.
- Champion a customer‑centric approach, focusing on creating and elevating an end‑to‑end customer journey that integrates all Watchfinder customer transaction journeys (part‑exchange, instant purchasing, omnichannel etc.).
- Explore the implementation of methodologies to measure and improve overall customer satisfaction – specifically in retail.
- Partner with L&D and retail to develop training programs and their delivery approach for retail staff on operational procedures, product knowledge, sales techniques, and customer service excellence.
- Partner with other functions and markets to ensure adequate implementation of new guidelines and framework (Sales operations, visual merchandising, marketing).
Qualifications
- Minimum 3 years of experience in project management or operations consulting.
- Experience in retail industry is a plus.
- Strong stakeholder management and communication skills in a matrix environment.
- Knowledge of Project Management methodology.
- Ability to plan and prioritise multiple activities and juggle priorities effectively.
- Exceptional time management and organisation skills.
- Proactive mindset.
- Excellent communication and influencing skills with the ability to interact at all levels of seniority.
- Problem solver: can provide solutions when problems arise and seek to understand the root cause of the problem to implement long term solutions.
- Strong PowerPoint and Excel skills.
Retail Excellence Program Manager employer: Richemont
At Richemont, we pride ourselves on being an exceptional employer, offering a dynamic work environment where customer service excellence is at the heart of our mission. Our Customer Service Associates enjoy a supportive team culture that fosters collaboration and personal growth, alongside opportunities for professional development within the luxury watch industry. Located in a vibrant area, we provide our employees with a unique chance to engage with prestigious brands while ensuring client satisfaction and loyalty.
StudySmarter Expert Advice🤫
We think this is how you could land Retail Excellence Program Manager
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like Richemont, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like Richemont!
We think you need these skills to ace Retail Excellence Program Manager
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at Richemont, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at Richemont and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show Richemont that you’re ready to jump in and contribute right away!
How to prepare for a job interview at Richemont
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
