Director Retail Operations

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Director Retail Operations

Cartier │ New York

Job mission

The Director of Retail Operations leads the strategic vision and implementation of all retail operations related initiatives across the Cartier North America network. This role ensures operational excellence, risk mitigation, and alignment with both global and local regulatory standards. As a key leader within Retail Operations, the Director builds cross-functional partnerships, champions a compliance-driven culture, and oversees a team responsible for developing, implementing, and evolving compliance frameworks and policies.

Main accountabilities/objective of the position

Key Responsibilities

Strategic Leadership & Compliance Governance

• Proactively lead the strategic compliance roadmap for commercial and retail operations across all North America boutiques, identifying and mitigating potential risks and gaps.
• Collaborate with all relevant international and local stakeholders to adapt and align policies and procedures.
• Establish and chair governance routines to drive decision-making and alignment across cross-functional partners.

Policy Development & Audit Oversight

• Roll out and rigorously monitor BTQ operations and commercial compliance to ensure continuous improvement.
• Ensure compliance with the Maison’s standards and regulatory expectations, integrating risk-based methodologies into the audit strategy.
• Monitor ICS (Internal Control System) compliance levels and implement risk-reduction measures in partnership with the relevant stakeholders.
• Partner in defining the compliance training strategy in collaboration with local and international stakeholders, ensuring
• policies are embedded into leadership and boutique training roadmaps.
• Leverage all partners — including Finance, HR, L&D, Retail, and Community Animation—to amplify awareness, engagement, and adoption of compliance practices.

Cross-Functional & Network Partnership

• Partner with Retail, HR, Legal, key stakeholders and Commercial Excellence to embed compliance into day-to-day operations and boutique initiatives.
• Lead regular engagement with regional and boutique leadership teams to assess support needs and emerging risks.
• Coordinate with Learning & Development to integrate compliance into training roadmaps.

Team Leadership & Development

• Provide strategic leadership and direction to the operations team, fostering a high-performance culture rooted in accountability, proactivity, and service excellence.
• Leads the performance management of team and delivers timely feedback and coaching
• Fosters team engagement and demonstrate leadership behaviors that align to organization values
• Cultivate and maintain strong relationships with key stakeholders across the organization to champion compliance best practices and integrate compliance into key business initiatives.
• Animate a community of shared responsibility by fostering open communication, collaboration, and knowledge sharing among stakeholders and team members.
• Oversee the development and implementation of OKRs, KPIs, and career development plans aligned with the Commercial Operations strategy, empowering team members to achieve their full potential and contribute to the organization's strategic goals.

Qualifications:

• Bachelor's degree in business administration, economics, or a related field.
• MBA or other advanced degree is preferred.
• 8+ years of experience in a commercial or operational role, with at least 5 years in a leadership position.
• Ability to lead complex projects and collaboratively deliver results
• Proven track record of success in managing policies and procedures implementation.
• Boutique experience (leadership role preferred).
• Strong analytical and problem-solving skills.
• Ability to demonstrate leadership influence at all levels.
• Excellent communication and presentation skills.
• Experience leading teams and ability to lead and manage cross-functional teams.
• Knowledge and experience with project management methodologies.
• Proficiency in Microsoft Office Suite and other relevant software.

Key Performance Indicators (KPIs):

• Overall compliance effectiveness (ICS, action plans, improvements versus previous years)
• Strategic risk reduction (policy and procedure implementation rate)
• Stakeholder Alignment and Partnership Effectiveness.
• Team development and retention metrics.
• Effective policy implementation and change management.

Objectives and Key Results (OKRs):

• Establish a unified North America compliance framework and risk governance model in partnership with key stakeholders
• Achieve 100% compliance across boutiques in both ICS and internal audits.
• Elevate compliance awareness and operational integration at all leadership levels.
• Improve decision-making through better visibility on risk exposure and field feedback.

At Richemont, We Craft the Future!

Expected salary range: $160,000-$185,000 plus incentives

Salary will be negotiated based on relevant skills and experience