Retail Excellence Manager – Watches & Jewelry

ROLES:

The Retail Excellence Manager is responsible for developing and driving Retail Excellence across DAFC's Watches & Jewelry portfolio, ensuring consistent luxury customer experience, retail capability and operational excellence across all boutiques.

Working closely with Brand Managers, Store Managers and Brand Principals, this role establishes retail standards, develops people capabilities and strengthens boutique execution to elevate brand equity, enhance customer satisfaction and support sustainable business growth while respecting the unique heritage and service philosophy of each Maison.

RESPONSIBILITIES:

1. Retail Excellence Strategy

-        Lead the development and implementation of Retail Excellence strategies across DAFC's Watches & Jewelry portfolio.

-        Drive continuous improvement in retail standards, customer experience and boutique execution while ensuring alignment with each Maison's global retail philosophy and business objectives.

2. People Capability & Learning

-        Develop a high-performing retail organization through structured learning, coaching and talent development.

-        Design competency frameworks, learning journeys and certification programmes for Boutique Managers and Client Advisors covering luxury hospitality, clienteling, product knowledge, brand storytelling, leadership development and retail professionalism.

-        Partner with Brand Managers and Store Managers to identify capability gaps and implement development plans that improve retail execution and team performance.

3. Client Experience & Retail Quality

-        Develop and continuously enhance luxury customer experience standards across all Watches & Jewelry boutiques.

-        Establish customer journey standards, retail SOPs, Mystery Shopper programmes, boutique quality audits and service recovery frameworks to ensure consistent execution and continuous improvement.

-        Monitor customer feedback and recommend corrective actions to strengthen service excellence and client satisfaction.

4. Brand Partnership & Retail Excellence Projects

-        Partner with Brand Principals and regional training teams to localize and implement global Retail Excellence initiatives.

-        Lead Retail Excellence projects that elevate boutique standards, support new boutique openings and strengthen the overall luxury retail experience across the portfolio.

-        Collaborate closely with Marketing, CRM, HR and Retail Operations to ensure integrated execution of client experience and retail capability initiatives.

·       Others: follow other requests and assignments from Line Manager based on business needs

KEY DELIVERABLES

The Retail Excellence Manager is expected to deliver:

• Retail Excellence strategy and annual capability development roadmap.
• Retail competency framework and structured learning curriculum.
• Customer journey standards and Retail SOPs.
• Product knowledge and certification programmes.
• Mystery Shopper and retail quality assurance programmes.
• Boutique coaching and talent development initiatives.
• Retail Excellence reports and continuous improvement recommendations

Education

Bachelor's degree in Business Administration, Retail Management, Hospitality, Luxury Brand Management, Human Resources or related disciplines.

Experience

• Minimum 8 years of experience in Retail Excellence, Learning & Development, Retail Operations or Client Experience within luxury retail, premium retail or prestige beauty.
• Experience working with international brands and cross-functional stakeholders.
• Proven experience in coaching and developing retail teams across multiple stores.

Key Competencies

·       Retail Excellence & Luxury Client Experience: Strong understanding of luxury retail standards, customer journey design and client experience management, with the ability to translate brand expectations into consistent boutique execution.

Learning & People Development: Proven ability to build retail capabilities through coaching, facilitation, competency development and structured learning programmes

·       Stakeholder Management & Communication: Strong influencing and communication skills, with the ability to collaborate effectively with Brand Principals, Boutique Managers and cross-functional teams.

·       Project & Change Management: Ability to lead cross-brand Retail Excellence initiatives, manage multiple priorities and drive sustainable organizational change.

·       Business Acumen: Good understanding of luxury retail operations and business drivers, with the ability to identify capability gaps and translate them into practical improvement initiatives

·       Language: Professional proficiency in English and Vietnamese.