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Retail Excellence Program Manager
manager · Other
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.
How will you make an impact?
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.
Working cross-functionally with headquarters functions and market teams, the Retail Excellence Program Manager will establish robust governance, oversee a portfolio of strategic retail projects, and ensure the successful delivery of the retail roadmap. The role requires a strong combination of program management, stakeholder engagement, and operational expertise to deliver sustainable improvements across retail operations while fostering alignment, consistency, and best practice throughout the organization.
Retail Program and Framework Development and Management:
- 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
Retail Projects:
- 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
Customer Experience and Retail Operations:
- Champion a customer-centric approach, focusing on creating and elevating an end-to-end customer journey 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)
How will you experience success with us?
- Minimum 3-year 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 prioritise 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
How do we keep you smiling?
As a significant member of the Watchfinder community, you are also part of a much bigger family at Richemont. We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development. You will have the opportunity for your voice to be heard, drive change, and make a real impact from day one. This is a fast-growing company, going through an exciting period of change from a UK centric business to an international company. Giving you the opportunity to gain experience and gain further opportunities in the future.
Your Interview Journey
Our aim is to provide you a transparent interview process from the moment you apply for the role. It is important for us that you get to know us to ensure the role aligns to your future career objectives. We provide all candidates with open-door access to key people across the business so they can discuss opportunities, get a feel for our culture, and better understand how they can make an impact and be part of Watchfinder’s exciting trajectory.
Recognizing we are all different, if you need us to adapt the process, please get in touch via recruitment@Watchfinder.co.uk.
1st Stage – After your application has been selected, our Talent team will reach out to you within two weeks to conduct an introductory call.
2nd Stage – Video / in-person interview with the Senior Manager Commercial Operations to understand your skills and experience in more detail.
3rd Stage – Video / in-person case interview with Senior Manager Commercial Operations.
4th Stage – Video / in-person interview with the Director of Commercial Operations & HRBP for the area.