Global Retail Performance and Operations Senior Director

In a context of strong acceleration of our retail ambition, the Global Retail Performance and Operations Senior Director ensures that the POS experience and the relationships between field teams and various parties in the company are seamless and well ordered. Responsible for ensuring operation excellence, his/her primary goal is to ensure that 100% of the time and focus of the BA is freed to take care of business. This role will provide the right tools, processes guidance and support to enhance the operational efficiency and organization of in-store teams. He/She manages all store back-office matters, elaborate operation standards and advises on practices to guarantee the best-in-class customer experience. He/She will ensure the organization is at the service of the markets and that the daily experience of the store is seamless for the BA. He/She will be in constant relationships with markets to provide daily operational support and concrete solutions to enhance local operations.

This Global Retail Performance and Operations Senior Director role also supports the development of a Performance culture in our POS and provides support in enhancing their performance on a daily basis. The role will design and implement management tools and KPI’s to measure and optimize retail sales. The Global Retail Performance and Operations Senior Director focuses on improving performance and achieving excellence in retail, with a strong emphasis on delivering results, optimizing sales, and ensuring an excellent customer experience.

How you will create a beautiful impact:  

Retail Performance Enhancement:

• Cultivate a culture of performance excellence within our points of sale (POS), driving results, optimizing sales, and ensuring an exceptional customer experience.

• Define key performance indicators (KPIs) and management tools to lead the implementation of retail-related tools and processes to monitor and measure performance of our POS and our BAs.

• Collaborate with GMs, Retail Directors/Managers to monitor and enhance sales performance, analyze data, and identify areas for improvement and growth.

• Develop and support sales incentive programs & Calendar with action plans that increase KPIs, promote growth, and enhance client retention and return rates.

• Ensure the effective implementation and ongoing monitoring of a global mystery shopping program in collaboration with external agency, with the aim of measuring and enhancing the customer experience.

• Monitor the implementation and rollout of our client satisfaction program, LP Delight, and strive for continuous improvement of both the tool and the process to maximize client satisfaction and drive positive business outcomes.

• Collaborate with brand teams to align retail performance strategies with brand initiatives and marketing calendars.

• Visit stores regularly and establish direct communication channels with frontline staff to drive performance and enhance the customer experience.

Retail Operations Oversight:

• Foster seamless and efficient point of sale (POS) experiences by streamlining processes and fostering strong relationships between field teams and various company stakeholders.

• Implement SOP (process & flows) and create a comprehensive Retail handbook to guide the execution of a perfect point of sale (POS) experience and provide the necessary tools, processes, guidance, and support to enhance the operational efficiency and organization of in-store teams.

• Establish procedures to liberate Beauty Advisors (BAs) from operational tasks, allowing them to focus 100% of their time and attention on customer interactions and business development.

• Manage at a global level all store back-office processes, develop operation standards, and offer guidance on best practices to ensure a best-in-class customer experience.

• Ensure Global Retail serves the markets effectively, making the daily store experience seamless for BAs.

• Maintain constant communication with markets to provide daily operational support and implement practical solutions to enhance local operations.

• Contribute to the identification of new ideas to improve operations through store design initiatives liaising with Global VM teams.

Best Practices and Team Building:

• Build and lead a global team of Retail Operations and Performance professionals.

• Facilitate the sharing of best practices among the team, ensuring successful strategies are implemented worldwide.

• Organize regular committee meetings to report on progress and discuss action plans for operational excellence and performance enhancement.

Team Management:

• Support Retail Directors/Managers in recruitment, development, and retention matters related to store staff.

• Assess store and BA productivity, drawing conclusions and proposing action plans for improvement.

• Coach the team to maintain a high-performing Retail culture, with support from the Education team.

What you need to have to be our next audacious and creative talent:

• Minimum of 10 years of experience in Retail Performance and Operations management.

• Strong leadership skills, with a proven ability to lead and inspire teams.

• Strong knowledge of retail performance management, including sales analysis and KPI tracking.

• Proven ability to develop and execute initiatives that drive sales growth and enhance customer experiences.

• Proficiency in using retail analytics tools and systems.

• Business acumen and numerical agility.

• In-depth knowledge of luxury retail and client experience standards.

• Strong organizational skills, high energy, curiosity, and open-mindedness.

• Solution-oriented mindset and the ability to manage project phases from ideation to execution.

• Strong communication and leadership skills.

• Affinity with luxury and luxury execution.

• Effective collaborator and strong team player.

• Location: Zurich, Switzerland

This senior leadership role will play a pivotal role in strengthening our global retail operations and performance strategy. It demands a robust retail background, exceptional leadership skills, and an unwavering commitment to operational efficiency and performance enhancement, all of which are essential for making a substantial impact on our retail operations and performance.

Why your journey with us will be unique: 

• We care about our employees’ well-being: we contribute to the cost of your health insurance

• In addition to your 25 working days holidays, overtime is compensated with 8.5 additional days off

• Exclusive access to our staff boutique at HQ to purchase our amazing products at a discounted price and with the help of a Beauty Advisor

• We recognise the importance of flexible work: you can work from home for up to 2 days a week

• A brand new office location in the centre of Zurich coming in 2024

The world of La Prairie is just a few steps away:

1. Application with CV + Cover Letter (recommended!)

2. 1st online interview with HR and/or Hiring manager

3. Additional interviews onsite with the Hiring Manager and other from the business.

To all recruitment agencies:

La Prairie does not accept agency resumes. Please do not forward resumes to our jobs portal, We are not responsible for any fees related to unsolicited resumes.

At La Prairie we work on creating a diverse & inclusive culture by having a balanced population and an open, safe, trusting and accepting culture. We believe that diversity in our talents is the strength of our house and we are supporting professional equality for everyone. We welcome applicants with and from diverse background.