Job Description
The Manager, Commercial Excellence is responsible for leading and managing high-impact commercial projects that directly drive productivity, process efficiency, and organizational agility across Cartier North America. Acting as the operational engine of the Commercial Excellence pillar, this role translates strategic priorities into structured, measurable project outcomes — with a particular focus on Standard Operating Procedures (SOPs), Capacity Planning, and cross-functional efficiency initiatives. Key Tasks And Responsibilities Project Leadership & Management Own end-to-end management of strategic commercial projects, including scoping, planning, execution, and post-implementation review. Lead the development, roll-out, and continuous improvement of Standard Operating Procedures (SOPs) across commercial and retail functions. Drive Capacity Planning initiatives in partnership with workforce and retail operations teams to optimize staffing structures and commercial coverage. Apply rigorous project governance frameworks (timelines, milestones, RACI, risk management) to ensure on-time and on-budget delivery. Coordinate cross-functional workstreams, aligning stakeholders from operations, compliance, HR, and retail leadership. Process Optimization & Efficiency Identify and address operational bottlenecks and process gaps that limit productivity across boutique and commercial teams. Design and implement scalable, standardized workflows and best practices to increase commercial agility. Conduct process audits and gap analyses to benchmark current-state performance and define improvement roadmaps. Ensure all process improvements are compliant with internal policies and Richemont Group standards. SOP Development & Change Management Develop a structured SOP library for commercial operations, ensuring content is relevant, accessible, and regularly updated. Facilitate training and change management efforts to embed new processes and tools across boutique and commercial teams. Partner with the Director, Commercial Excellence to cascade strategic priorities into operational playbooks. Monitor SOP adoption rates and address compliance gaps through coaching and corrective action. Stakeholder Engagement & Communication Serve as a key liaison between Commercial Excellence and cross-functional partners including – but not limited to - Retail Operations, HR, Compliance, and Finance. Prepare executive-ready project updates, status reports, and strategic recommendations for senior leadership review. Facilitate workshops, working sessions, and steering committee meetings to drive alignment and decision-making. Key Performance Indicators (KPIs) Operational efficiency gains (e.g., reduced costs, improved cycle times). Success rate of implemented process improvements. Project completion rate and adherence to deadlines. SOP coverage & adoption rate. Capacity Planning accuracy. Process efficiency gains. Objectives And Key Results (OKRs) Deliver a comprehensive, published SOP library for Commercial Operations within 12 months. Implement a Capacity Planning model that reduces staffing variance by a measurable threshold. Lead at least 3 cross-functional efficiency projects per year with documented productivity gains. Achieve 90%+ project completion rate against planned timelines. Qualifications Bachelor's degree in business administration, Operations Management, or related field. MBA preferred. 5–7 years of experience in commercial operations, project management, or business excellence, with at least 2 years in a leadership or project lead role. Demonstrated experience managing complex, cross-functional projects from initiation to completion. Strong knowledge of SOP development, process design, and change management methodologies. Experience with capacity planning or workforce optimization is a strong asset. Excellent organizational, communication, and stakeholder management skills. Proficiency in Microsoft Office Suite; familiarity with project management tools (e.g., Asana, Monday.com, or equivalent). Boutique experience required. Proven project management methodology proficiency (e.g., Agile, PMP, Prince2, Lean, or equivalent structured approach) — this is a core requirement. Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted. We Offer Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to supp