Senior Retail Excellence Manager H/F

Reporting to the Retail Excellence Director, the Retail Excellence Senior Manager’s mission is to elevate our client experience and our store performance globally. He is in charge of the Christian Louboutin retail excellence program, the monitoring of our retail performance and our global retail operations.

The Retail Excellence Senior Manager works in partnership with all key global functions and markets to ensure successful retail practices are implemented in our network. He promotes a client centric and retail focused culture throughout the organization.

The Retail excellence Manager has 2 direct report and works closely with retail managers and retail operations managers from all markets globally to implement & coordinate the retail excellence program.

Retail Excellence Program

• Context :
• A thorough REX Program has been successfully launched in retail boutiques from July 2026 onwards. It defined standard retail practices in collaboration with markets and the key global functions to ensure we operate our Ideal CL stores in order to deliver an exceptional client experience. A handbook of standard retail practices & guidelines has been created to establish our expectations for CL stores globally. This handbook focuses on all aspects in the boutique:
• Client performance, selling Ceremony, customer journey
• Back office operations: inventory management, stock organization…
• Performance management, retail KPIs, target setting, touchbase with team, briefings.
• Continue Implementation of REX Program in 2027 & following years.
• In collaboration with the Retail Excellence Director and the markets, coordinate & continue the REX program which has been successfully launched.
• Support local markets to understand, implement and launch the REX program.
• Ensure that all boutiques in the world are REX certified with the 1st phase by early 2027.
• Design & Innovate the REX Program to enter in the following phase.
• In collaboration with the markets and the key global functions, create the second phase of REX program – focus especially on Omnichannel Services (OMS, Customer Services, etc.), After Sales Service (Repairs, Warranty, etc.) & ESG initiatives in Boutiques. Design the REX certification program for all distribution network (Retail, Ecom, Wholesale, etc.)
• Celebrate & measure successes / ensure sustainability of the program:
• Thru constant engagement of the retail teams globally, positive communication & innovative rewards. Sustain the program with constant animation of the Retail Community (MDs & Retail Managers) with monthly catch up calls, 1 annual seminar, etc. Simplify the access to the program with digital support, comprehensive trainings, constant animation of the boutique communities.

Measure success with the“Certification” for the stores to track progress and evaluate successful implementation of the program in all distribution networks.

Global retail operations

Senior Retail Excellence Manager is the retail referent for all global projects linked to retail operations (i.e. launch of new category of product, project trackability, POS systems, Stock Management, etc.).

• Maintain constant communication with regions to provide operational support and implement practical solutions to enhance operations.
• Animate and engage the global community of retail operations managers.
• Continue to evolve grooming and uniform policy, in partnership with HR team.
• Manage product packaging / uniforms in collaboration with Visual Identity Team.
• Manage and improve our customer journey in boutiques in collaboration with markets, Visual Identity team, CRM, Merchandising, etc.

Performance

• Support the initiative of 1 global set of key performance indicators (KPIs) to measure client experience and store performance, in partnership with the planning & performance team and the client data team. These KPIs focus on client experience (i.e. voice of client), client recruitment (ie traffic, conversion), client retention (ie share of repeaters, frequency of purchase) and client value (ie UPT, average basket, cross selling)
• Make good use of the global retail dashboard with these KPIs to be cascaded globally to all the regions and stores.
• Collaborate with GMs, retail managers and store managers to monitor and analyze retail performance, identify areas for improvement and growth.
• Measure performance improvement and success of the retail excellence program.

Profile

• Strategic Vision, passion to deliver exceptional client service.
• Strong leadership skills, with a proven ability to lead and inspire teams internationally.
• Strong organizational skills, high energy, curiosity, and open-minded