Head of Retail Excellence — Panerai

Full description

Reference code: JR129783

Founded in Florence in 1860, Panerai forged its reputation by developing precision instruments and professional watches for the Royal Italian Navy, renowned for their reliability and functional design. Rooted in performance, purpose, and precision, the Maison embraces its heritage while pushing the boundaries of innovation, combining Italian design with Swiss expertise. Today, Panerai continues to create tool watches that serve as trusted companions for every adventure, even in the most demanding environments.

We are on a mission to elevate our retail performance and cultivate an unyielding culture of excellence across our network. To lead this crucial endeavor, we are seeking a visionary Head of Retail Excellence to join our HQ commercial team.

Your mission

You will be the driving force behind our retail strategies, translating vision into impactful execution on the ground. Your leadership will ensure unparalleled operational excellence, empower our teams through expertly coordinated training, and cultivate extraordinary client experiences by championing best-in-class VIC management.

How will you make an impact?

Strategy & Vision

• Develop and articulate a comprehensive Retail Excellence strategy aligned with the overall commercial objectives and brand vision.
• Identify key areas for improvement in retail operations, customer experience, and VIC management.

Process Optimization & Standardization

• Establish and maintain the Retail Excellence framework and associated procedures, ensuring standards, best practices and consistent execution across all network.

Customer Experience Enhancement and focus on our top clients

• Champion a customer-centric approach, focusing on elevating the end-to-end customer journey.
• Implement tools and methodologies to measure and improve customer satisfaction (e.g., NPS, mystery shopping programs).
• Lead VIC programs, ensuring top-tier client engagement and retention at global level.
• Collaborate with marketing and product teams to ensure a seamless brand experience.

Training & Development

• Deliver training programs for retail staff on operational procedures, product knowledge, sales techniques, and customer service excellence.
• Foster a culture of continuous learning and improvement within the retail teams.
• Work with HR teams and our training content creator as well as talent teams to ensure talent development and succession planning for key retail roles.

Cross-Functional Collaboration

• Work closely with Revenue Growth and commercial performance, CRM & Clienteling, SDP & VM teams as well as HR, IT and supply chain departments to ensure integrated and effective retail strategies.
• Act as a liaison between corporate functions and retail operations to facilitate communication and alignment.

Retail Strategic Initiatives

• Lead and manage projects related to retail innovation, new store openings, store renovations, and technology implementations in line with the Richemont Roadmap.
• Oversee the successful delivery of projects, ensuring alignment with business priorities and expected outcomes.

How will you experience success?

• Bachelor’s or master’s Degree and a minimum of 8 years of related experience in Retail in the luxury or jewelry/watch industry.
• Proven experience in developing and implementing retail strategies and best operational practices across multiple locations.
• Strong understanding of luxury customer expectations and service standards.
• Demonstrated ability to analyze data, identify trends, and translate insights into actionable strategies.
• Excellent PM skills with a track record of successful execution.
• Strong ability to lead, motivate, and influence cross-functional teams and stakeholders at all levels.
• Excellent communication and interpersonal skills are needed with an emphasis on detail and organization, with the ability to handle multiple tasks simultaneously.
• Proactive and solution-oriented approach to challenges.
• Flexibility to travel.
• Great hands-on mentality and implementation skills.
• Fluency in English is required; proficiency in other languages relevant to Richemont's global presence (e.g., French, Italian,…) is a significant advantage.

What makes Panerai unique?

• Join a dynamic Maison spirit that values and empowers your 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.

Your journey with us

Our recruitment journey is designed to offer insight and enriching exchanges, grounded in transparency, respect and fairness.

The recruitment process includes conversations with the Hiring Manager, key business partners, and members of our executive teams.

Your next adventure starts at Panerai. We look forward to hearing from you.

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