Director, Retail Excellence and Operations EMEIA
Department: COMMERCIAL RESOURCES
City: London
Location: GB
INTRODUCTION
PURPOSE
This pivotal leadership role the Retail Excellence and Operations Director drives the efficiency, consistency, productivity and service excellence of the retail network across the EMEIA markets. The Director of EMEIA Retail Excellence and Operations is responsible for defining, developing, and regionally implementing retail best practices to ensure every store operates at a consistently high standard of luxury.
RESPONSIBILITIES
Retail Operations & Operational Excellence
* Define, develop, and implement global retail best practices tailored for the EMEIA markets, ensuring consistency and adherence across all stores.
* Oversee the store audit program (internal and external) to ensure rigorous compliance with operational guidelines, security protocols, stock management, cash handling, and local market regulations.
* Partner with relevant stakeholders to establish and maintain robust loss prevention strategies, optimising inventory accuracy and minimising shrinkage.
* Act as the regional expert for Retail Systems (e.g., POS, CRM interfaces), identifying needs for system enhancements and ensuring effective store-level adoption and utilisation.
* Partner with IT, Operations, Supply Chain and other relevant departments to ensure due support to stores to effect service excellence initiatives.
* Identify opportunities to enhance productivity by evolving store fixtures; co‑ordinate the process for fixture requests and replacements, and manage the retail fixture budget for the Americas.
In‑Store Training & Development
* Define and execute the EMEIA in‑store training strategy, focused on product knowledge, sales techniques, clienteling, luxury service rituals, and brand culture immersion.
* Oversee the creation and adaptation of training modules and materials to ensure cultural relevance and effective delivery across diverse EMEIA markets.
* Ensure a consistent and high‑quality deployment of all training programs, including new store openings, seasonal launches, and continuous professional development.
* Evaluate the effectiveness of training programs and operational initiatives, providing data‑driven recommendations for improvement.
Strategic Leadership & Regional Support
* Lead the operational readiness for all new store and renovation projects within EMEIA, ensuring all operational, training, and logistical elements are in place for a successful launch.
* Market Intelligence: Monitor key competitive trends and market best practices in luxury retail operations and training to ensure the brand maintains a cutting‑edge standard of excellence.
PERSONAL PROFILE
* Minimum 8+ years of progressive experience in Retail Operations, Retail Excellence, or a similar capacity within the Luxury Retail sector.
* Proven track record of designing, implementing, and managing region‑wide operational standards and training programs.
* Experience of overseeing
* Deep knowledge of retail systems (POS, inventory management) and how they drive operational efficiency.
* Exceptional leadership and change management skills with the ability to influence and collaborate effectively with diverse, cross‑functional teams.
* Willingness to travel e across the EMEIA region
Job Segment: Loss Prevention, Supply Chain, Operations Manager, Retail Sales, CRM, Retail, Operations, Technology
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