FRED Retail Operations & Performance Manager

Position

Role Overview

In a context of growth and continued retail network development, the Retail Operations and Performance Manager is responsible for driving operational excellence and retail performance across FRED’s network in Japan.
Reporting to the General Manager, Japan and working closely with the Retail Director, this role acts as a key business partner to ensure smooth retail operations, strong commercial performance, and a consistent, elevated client experience across all points of sale.
The Retail Operations and Performance Manager leads the continuous improvement of retail processes, tools, and ways of working, while supporting strategic retail projects and ensuring alignment with Maison standards and local market needs.

Job responsibilities

Key Responsibilities

1) Retail Operations Excellence & Performance
Drive and optimize retail operations to support business growth and in-store excellence:
•    Define, implement, and improve retail operating procedures for front- and back-of-house activities
•    Develop and update retail guidelines, manuals, and standards, and support rollout to boutique teams
•    Monitor retail performance through key business and operational KPIs, including conversion, productivity, stock efficiency, and client service
•    Develop and maintain dashboards, reports, and performance tracking materials
•    Identify improvements to enhance efficiency, service quality, and store productivity
•    Ensure effective deployment and use of retail tools and selling support solutions

2) Stock Operations, Logistics & Internal Control
Ensure robust stock management and compliant practices across the retail network:
•    Optimize merchandise flows, including deliveries, transfers, returns, and movements
•    Oversee stock and cycle counts, ensuring inventory accuracy and data reliability
•    Promote best practices in loss prevention and discrepancy management
•    Ensure compliance with internal control, audit, and company policies
•    Partner with relevant teams to improve stock availability and store efficiency

3)  Client Experience & Retail Services
Support initiatives that elevate the in-store client experience:
•    Optimize boutique client journey and service processes
•    Oversee retail service topics, including tax-free procedures, after-sales coordination, and fraud prevention
•    Support solutions that enhance client experience and operational efficiency
•    Work with CRM, omnichannel, and digital teams to ensure consistency across touchpoints

4) Cross-Functional Coordination & Strategic Projects
Act as a key interface between retail and corporate functions to drive execution:
•    Coordinate with Finance, IT, Supply Chain, Marketing, HR, and Store Planning / Architecture on retail operations
•    Monitor and follow up on boutique maintenance and operational issues
•    Contribute to retail transformation projects, including systems, omnichannel, RFID, and process improvements
•    Adapt global retail processes and standards to Japan market needs
•    Identify, structure, and share best practices across the network

5) Retail Openings, Renovations & Network Development Support
Support the development of Japan’s retail network, including boutiques, pop-ups, and shop-in-shops:
•    Gather operational requirements for openings, renovations, and relocations, including storage, back-office, IT, and local needs
•    Coordinate timelines and readiness with Store Planning / Architecture and project teams
•    Support local teams through pre-opening and opening phases
•    Ensure store teams are trained on procedures and tools before opening
•    Ensure consistency with Maison standards and operational requirements

6) Retail Team Support & Field Presence
Drive consistency and performance culture through close partnership with store teams:
•    Support retail teams in embedding standards and performance discipline
•    Maintain field presence through regular boutique visits and hands-on follow-up
•    Coordinate with Training to identify operational capability needs and support training initiatives
•    Act as a trusted partner to store management on operational challenges and improvement

Profile

Profile

Required Experience & Skills
•    Significant experience in Retail Operations, ideally within luxury, fashion, jewelry, or other premium retail environments
•    Strong experience in project management and cross-functional coordination
•    Solid understanding of retail operations, including stock management, store processes, KPIs, and internal control
•    Strong analytical skills with the ability to structure issues and translate data into action plans
•    Proven ability to work across functions and influence stakeholders at both store and head office levels
•    Hands-on, solution-oriented, and pragmatic mindset
•    Strong communication and presentation skills
•    Advanced proficiency in Excel and PowerPoint
•    Fluency in Japanese and English is required