Director/Senior Director, Global Retail Excellence
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Director/Senior Director, Global Retail Excellence

LVMH

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Director/Senior Director, Global Retail Excellence

About the job

Poste

MAIN JOB OBJECTIVE

With a comprehensive understanding of the global retail landscape and sales channels, the Director/Senior Director of Retail Excellence will help devise and implement product launch distribution strategy, go-to-market retail strategy and service hierarchy. This leader will influence cultivating a customer-centric mindset in global team, bringing in market expertise and retail POV through every step of the product development and campaign creation process to ensure market relevancy in all global deliverables. The Director/Sr Director will harmonize the brand expression online to offline and reinforcing skincare expertise positioning through formulation of messaging hierarchy and evergreen communications model across different channels inclusive of boutiques, open sell, travel retail, online, etc.  Leading with a consumer centric mindset, this hire will curate an omnichannel consumer journey and bring innovation to the brand through omnichannel initiatives in partnership with cross-functional partners such as Marketing, Digital, Social, VMSD, Education, and CRM.

As a champion of retail excellence, the Director/Sr Director, will be responsible for liaising global store operations both on the front and back end, and will ensure retail excellence through all brick-&-mortar touchpoints. 

Reporting directly to the Global SVP of Global Retail, the Director/Sr Director will lead, coach and manage a high performing team.

Profil

RESPONSIBILITIES

Build commercial excellence

  • Define EOL & phasing strategy for product renovations to maximize business potential
  • Define the distribution channels for new launches
  • Build exclusive strategies and support in channel and retailer commercial differentiation
  • Be the retail representative to help define retail priorities & strategy per market/channels throughout 360 campaign process
  • Reinforce retail performance KPIs to support markets in increasing productivity per door
  • Act as the bridge between Marketing, Operations, Product Development and Education to harmonize online and offline messaging to magnify business impact


Ensure consistent and harmonized customer experience across all touchpoints

  • Help define campaign & evergreen messaging at each retail touchpoints focusing on key franchises & categories
  • Define channel-specific services and retail tools (gifting tool, consultation protocols, retailer exclusive offers) to amplify brand positioning and skincare efficacy
  • Foster a retail community to encourage best practice sharing across markets


Ensure retail excellence for in-store operations

  • Monitor customer service tools (saleforce, alcmeon, chatbot) globally to ensure reaching target KPIs
  • Partner with quality team on CS-related inquiries and solutions
  • Manage mystery shopping program to ensure impeccable service standards across the globe
  • Continuously evolve uniform to standardize in-store experience and brand image
  • Manage retail operational tools (NPS, store manual, retailer presentations, in-store playlist, GMB)
  • Be the retail lead for all other store operational needs (new market opening support, sampling strategy, promotional offers, etc.)


Reimagine the omnichannel experience

  • Curate multi-sensorial customer journey to support major campaigns/key launches
  • Identify business opportunities and develop innovative & engaging retail tools to drive business & engagement
  • Co-develop consultation tools & service models with Education team to elevate in-store services
  • Integrate relevant digital elements across all channels to further enhance the consumer journey
  • Partner with VMSD team to digitalize in-store experiences


What you will learn (and/or achieve) in the first 6 months:

  • Learn the role & scope of key cross-functional partners (retail, education, digital, VMSD, marketing, etc.) and develop collaborative working relationships with major day-to-day partners
  • Become an expert in retail and digital sales channels and market trends to identify opportunities for fresh to become a more omni-brand
  • Demonstrate a pro-active attitude by fully owning communications with relevant global partners on building omni consumer experiences and sharing best practices around the globe
  • Be the retail go-to person for global & market partners


What you will achieve in 12 months :

  • Act as key point person for cross functional team as the retail expert with thorough understanding of individual market needs
  • Plan, coordinate and pilot new initiatives to help create omnichannel experience that meets brand’s strategic objectives
  • Contribute to creating a seamless online-to-offline customer journey


Information additionnelle
  • Bachelor’s degree or equivalent experience
  • 8+ years of commercial, retail and/or omnichannel experience - experience working with Asian markets a must – Mandarin is a plus
  • Excellent knowledge of omnichannel happenings: digital trends, retail landscape and emerging consumer behaviors
  • Results-oriented, with strong project/process management experience and skills
  • Managerial experience in leading and motivating a team
  • Digitally connected and aware of ongoing global trends especially in Asia
  • Ability to work collaboratively and build positive/effective business partnerships
  • Ability to interact with all levels of management in a fast paced, high growth, continuously evolving environment
  • Must have outstanding interpersonal and communication skills, both verbal and written 
  • Highly organized with strong attention to details
  • Occasional international travel might be required


Based in New York, NY

Closed

Director/Senior Director, Global Retail Excellence

New York, NY, United States

Full-time, Indefinite

Start Date:As soon as possible

Latest start date:

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