Retail Excellence Director

Position

Hublot is looking for an executive leader responsible for Retail Operations, CRM strategy, Learning & Development, and boutique excellence across luxury retail network. Drives operational performance, client engagement, talent development, and premium client experience that reflects HUBLOT’s “Art of Fusion” philosophy.

Job responsibilities

Key Responsibilities:

• Lead the development, implementation, and continuous improvement of HUBLOT’s retail operations standards, policies, and procedures to ensure brand consistency and operational excellence.
• Own CRM strategy: clienteling, VVIC/VIC acquisition/retention, loyalty, appointment management, segmentation, lifecycle campaigns, CRM adoption, and KPI tracking.
• Lead training/Learning & Development programs for boutique teams, managers, and leaders covering sales excellence, product knowledge, client experience, compliance, and operational standards.
• Build training academies around Mystery Shopping results, onboarding programs, certification pathways, and succession planning.
• Establish operational excellence standards, SOPs, inventory governance, loss prevention, and audit compliance.
• Analyze KPIs: conversion, NPS, UPT, CRM engagement, retention, productivity, and boutique profitability.
• Lead boutique openings, transformations, and experiential events.
• Cross-functional collaboration with Sales, Marketing, Finance, Supply Chain, and Merchandising.
• Lead retail merchandising strategy across boutiques, ensuring optimal depth of stock, product assortment, and visual availability of HUBLOT core collections, novelties, limited editions, and accessories to maximize sell-through, client satisfaction, and commercial performance.
• Oversee inventory balancing and stock optimization processes, including store-to-store transfers, allocation planning, replenishment strategies, and proactive management of high-demand (HH – Haute Horlogerie) references to ensure availability and strategic sales opportunities.
• Partner with Business Development Director, Logistics, and Boutique leadership to monitor stock depth, aging inventory, product performance, and accessories penetration, implementing action plans to maintain ideal inventory levels while minimizing stockouts and excess inventory exposure.
• Develop and govern inventory allocation frameworks for exceptional timepieces, Haute Horlogerie creations, and exclusive launches, ensuring equitable distribution, commercial prioritization, and alignment with clienteling strategies across the retail network.
• Champion technology adoption and digital tools supporting CRM and retail operations.
• Oversee vendor management and in-store hospitality logistics, ensuring every element—from bespoke packaging to curated client gifting—embodies HUBLOT’s luxury and innovative spirit.
• Utilize data-driven insights by preparing operational reports and analyses to identify opportunities for efficiency gains and process optimization aligned with bold business goals.
• Build and sustain authoritative relationships with boutique leadership and cross-functional teams to ensure unified execution of operational initiatives and exceptional client engagement.
• Champion the fusion of traditional luxury retail and technological advancements, implementing innovative tools and experiential elements that redefine the in-store client journey.

Profile

Qualifications:

• Over 10 years in leadership experience in luxury retail operations, preferably in premium watchmaking or comparable categories.
• Proven track record of elevating operational performance and delivering large-scale process improvements.
• Strong business acumen paired with analytical skills to interpret complex operational data and craft actionable strategies.
• Exceptional organizational, interpersonal, and communication skills with the ability to influence at all levels.
• Deep passion for luxury hospitality, client experience excellence, and the ability to inspire and engage diverse teams.
• Demonstrated agility in a fast-paced, innovation-driven environment, with unwavering commitment to brand values.
• Travel 30-50%