Retail Excellence Program Manager

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.

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 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)

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

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.

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 [email protected] .

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.

3 rd Stage – Video / in-person case interview with Senior Manager Commercial Operations.

4 th Stage – Video / in-person interview with the Director of Commercial Operations & HRBP for the area.