Global Retail Excellence Director M/W

Global Retail Excellence Director

Reporting to the Chief Commercial Officer, the Global Retail Excellence Director’s mission is to elevate our client experience and our boutiques' performance globally. He is charge of the Christian Louboutin retail excellence program, the definition and implementation of a VIC strategy and the creation and management of a global care and repair program globally.

The Global Retail Excellence Director works in partnership with all key global functions and markets worldwide to ensure successful practices are implemented in our network. He promotes a client centric and retail focused culture throughout the organization.

The Retail Excellence Director will manage 3 direct reports and a team of 20.

Retail Excellence

• Define a handbook of standard retail practices and guidelines to deliver exceptional client experience in store, in collaboration with markets and key global functions.
• Pilot these practices in select stores worldwide together with local teams: "Test and learn"
• Roll out retail excellence program in all stores, motivate retail teams and celebrate their achievements.
• Measure success of the program in terms of sales and client experience (ie, voice of client, conversion rate)
• Lead key global operational projects
• Continue to evolve our grooming and uniform policy in partnership with the HR team.
• Manage product packaging / uniforms in collaboration with Visual Identity Team.

VIC Experience

• Define a global VIC strategy in collaboration with key global functions and regions to drive the development of this key client segment.
• Manage and accelerate the development of our special orders and made to measure offering. Work with merchandizing team to continue improving our exclusive offering.
• Manage and develop our made to measure atelier
• Collaborate with the global and local communication and retail teams to organize unique VIC events and experiences.
• Manage all aspects of VIC experience at our Loubishows

Care and Repair

• Define worldwide Care and Repair strategy in collaboration with the regions and global production.
• Analyze current care and repair processes and client service level. Identify opportunities for improvement and develop a roadmap to implement the care and repair strategy in partnership with the business and production teams.
• Establish and manage a global care and repair policy
• Manage client escalations in partnership with the regions.
• Manage the Paris repair workshop and improve its performance to elevate client service
• Develop a global network of certified cobblers and manage their performance

Profile

• Minimum of 10 years of experience in luxury retail
• Passion to deliver exceptional client service.
• Strong leadership skills, with a proven ability to lead and inspire international and cross functional teams.
• Strong project management and organizational skills
• Solution-oriented mindset
• Strong communication skills.
• Strong team player.