Group Director, Retail Operations – Southeast

Group Director, Retail Operations – Southeast

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

About the Role:

We are looking for a Group Director, Retail Operations for the Southeast Region who will ensure that consistent and dedicated support is available for each Boutique given the breadth of the USA Region and scope that Retail Operations covers daily.  They will understand, in detail, the operational journey, multi store management, Boutique Operating Procedures and people development strategies.  Being a local contact for inventory, Policy & Process, organization and maintenance, they will visit and support all fashion boutiques and lease doors on regular basis; upholding and training to CHANEL’s policies and procedures and correlating the needs of the business to the needs of the Heart of House all the while training and supporting the local boutique teams. This person will work closely with Boutiques to drive performance, implement company policies, hold company standards at the forefront and optimize process for operational excellence.

What impact you can create at CHANEL:

Strategy:

• Create sense of community in Southeast regions for Retail Operations leaders in Boutique (BTQ) and Multi-Brand Boutique (MBB, lease).
• Develop key initiatives to be implemented Region wide, and by BTQ with leadership of Head of Retail Operations, and in partnership from Key stakeholders to improve operational practices
• Participate and Value-add to the hiring and on boarding of all Heart of House (HOH) teams and develop training in BTQ as necessary using tools developed by Retail Operations teams
• Assess impact of leased BTQ absorption and how to support these locations and BTQs simultaneously
• Educate and train HOH teams on all operations standards and inventory 
• Train and communicate regularly on KPIs and opportunities to better the HOH process and procedures
• Develop BTQ by BTQ strategy to promote inventory control and reduce loss/ Focus BTQs/Shrink
• Provide feedback to home office to influence decisions around Boutique Operations
• Conduct regular Boutique visits to provide coaching and feedback to managers and teams
• Uphold Boutique presentations standards both in front of house and heart of house across all locations

Leadership:

• Collaborate within Retail Operations, Heads of Retail for Southeast region and Cross functional teams
• Reporting into Head of Retail Operations with a dotted line to Head of Retail to ensure alignment between directives and business needs at all times
• Lead initiatives to improve employee experience from Operational standpoint
• Create spirit of cross functional collaboration (within Retail BTQ Team but also with other departments/ BTQs)
• Be a leader and center of knowledge on all systems and process/policy/tech tools used by MBB/BTQs/MBS (Multi Brand Select) locations and for business advancement
• Analyze key performance indicators when it comes to shrink, damages, inventory, etc to identify areas of improvement
• Be the point person and lead all opening procedures and closures as necessary

Communication and Execution:

• Consistently visit all BTQs and Lease MBB in Region and conduct audits and trainings for all aspects of Retail Operations    
• Communicate to each individual Ops Lead/Director on consistent basis (Monthly Touchbase) and have active participation and involvement on the Home Office Operations Calls with Ops Leads scheduled monthly by the Retail Operations Team
• Execute BTQ openings and moves, track off site requests and assess needs of each BTQ to help elevate and drive business as well as the internal client journey
• Track and communicate all BTQ Maintenance needs and Requests
• Track any specific Asset Protection (AP) and Repair & Maintenance (R&M) challenges and partner with AP, R&M to resolve
• Partner with Head of Retail Operations and Head of Retail Southeast to provide input on employee HOH needs directly impacting Employee Experience

Operational Efficiencies:

• Understand Voice of Client (VOC) results and reconcile feedback to address shortcomings from Operational Perspective and foster new ideas for each BTQ by partnering with BTQ Services Group Director
• Enforce After Sales & Service process and procedure and help BTQs address and streamline aged client owned good (COG)       
• Ensure non-sellable merchandise is being managed, tracked and adequately ordered to enforce cost savings/ Tracking P&L
• Review Transfers on as needed basis to help streamline and reduce number of requests by BTQ.
• Support Home Office and Ops Leads with the scheduling and coordination of inventory
• Provide support and training to stores as it relates to proper inventory preparation
• Assist BTQ teams in reconciling stock discrepancies monthly
• Champion adoption of all tech tools and systems (Clienteling, Remote Selling, BI Dashboards)
• Maintain operational excellence across all retail locations, BTQ, MBB, MBS, narrowing the gap between owned vs leased doors. 
• Support in communicating and monitoring of all operational standards and policies.
• Ensure inventory and compliance of non-sellable items and employee uniforms

People & Organization / Asset Protection:

• Support BTQs and Home Office in the interviewing and hiring of operations staff throughout region
• Support retail operations leadership on performance management of Operations staff, making recommendations when necessary and supporting Management with performance management when needed
• Work to develop clear succession plan for operations functions for each BTQ and each position
• Focus on employee growth and career mapping as well as development within the network
• Support Asset Protection in all areas of risk management, physical security, employee issues, store cash controls, inventory management, inter-store communication and audits

Tactical / Day to Day Management:

• Workforce and Payroll Management Training and Enforcement of deadlines
• Management of P&L and Cost Savings Opportunity for Ops Related items for Region Rolling up to approved Budget
• Evaluate operations in the stores on a regular basis and make process improvement or simplification Support Southeast strategies, and train and implement when necessary
• Train Retail Team on the POS System and support stores on training of new system rollouts

You Are Energized By:

• Strong organizational skills and ability to multi-task projects in a dynamic, fast paced environment with shifting priorities
• Public Speaking/ Presentation Capabilities / Communicator
• Relationship focused and strong ability to build collaborative partnerships
• Driving and evaluating operation efficiencies

Position Requirements:

• Minimum Education: Bachelor’s degree
• Minimum Years of Experience: Minimum of 10 years of management experience in retail store operations; with 2+ years in a multi store operational role preferred
• Understanding of retail landscape and ability to recruit key talents in market
• Proficient in Excel, PowerPoint and Retail Math
• Deep understanding of inventory reconciliation / cycle counts and Inventory Process
• Up to 50% travel
• Partially Remote: Role requires a minimum of three days in-person office presence in office (Miami, FL).
• RFID knowledge preferred but not required

*Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.

Compensation:

The anticipated base salary range for this position is $133,000 to $167,700. Base salary is one component of the total compensation for this position. Other components [may/will] include additional compensation, benefits, and perks.

Benefits and Perks:

• Wellbeing resources include dedicated paid time off for wellbeing: 2-week August Office Closure and a Wellbeing fund  
• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership) 
• Generous paid time off policies to include vacation, holiday, sick and volunteer days  
• 401K and other incentives  
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program 
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking 

Additional Information:

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy, and dignity for all.  We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community:

• CHANEL Community empowers our employees to channel their passions, talents, and sense of purpose to contribute to and learn from our communities.
• Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Fondation Chanel:

• Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.   
• For more information, please navigate to the Fondation Chanel website here

Sustainability:

• CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.  US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Career and Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.