Operational Excellence Manager

il y a 4 semaines

LevalloisPerret, Île-de-France Lagardère Travel Retail Temps plein
About Lagardère Travel Retail

Lagardère Travel Retail is a global leader in the travel retail industry, operating in 42 countries and serving passengers in airports, railway stations, and other concessions. Our company is committed to creating a sustainable industry, with an ambitious CSR roadmap called P.E.P.S (Planet.Ethics.People.Social), aiming to contribute to the construction of a more sustainable industry.

In 2023, Lagardère Travel Retail generated €6.6bn sales, and we are now creating a new Group Operational Excellence Department to drive top- and bottom-line store performance by continuously improving in-store execution leveraging internal and external expertise and innovation, support openings or distressed operations to foster profitable expansion.

About the Position

This new department will include four teams, with the Operational quality pole being responsible for strengthening Group field standards and tools as well as field support provided to countries, to continuously improve in-store execution in all businesses operated, including:

  • 360° support (first level) for openings and distressed shops
  • Definition and roll-out of operational standards and quality & audits tools / program (incl. Hygiene & Food Safety)
  • Boost Impact Of People In Store incl. strengthening training tools and programs for operational teams
  • Specific projects management such as service protocol and store audits evolution

This position will be a great opportunity to participate in the creation of a new department and function within the Group, bringing your own vision to the Group's operational standards, having a big room to play and having a great impact on Group performance, being greatly exposed to top management, all Businesses and all countries (scope all BLs, all regions), managing a variety of challenging projects and topics.

Main Missions
  • Bring first level 360° support to countries upon request: visit stores to identify points of improvement or solve specific issues – help countries to design and implement actions plans. Bring first level solutions; involve and coordinate with the relevant experts (Concept, Offer, Store Design...) for more complex topics
  • Ensure project management and coordination to major opening and action plans implementation on existing operations: act as project manager coordinating all retroplanning before and during opening, coordinate opening team and experts; manage project team meetings and Steering Committees, reporting to country CEO and regional COO
  • Define and document Group operational standards; manage and enrich quality tools and processes (incl. audit tools, online reviews, Net Promoter Score and customer surveys, etc...)for all businesses operated (excl. Fashion), in an efficient manner taking into account variety of operations and local organization within the Group
  • Participate in the elaboration and roll out of a 360° Group audit and quality program: principes, tools, store visit and audits, teams training and motivation in collaboration with HR...
  • Train operational teams for the good implementation of operational standards and quality tools / processes
Profile
  • You have a Master in Management or Engineering
  • You have minimum 8 years of professional experience in Retail Operations and Operational quality
  • You have an international experience

You have a good command of project management (organisation, coordination, prioritization, etc.) and Microsoft Office (in particular Excel and PowerPoint). You have analytical skills and you are fluent in English and French (spoken and written). You have a taste for challenge and are recognised for your flexibility, curiosity, your autonomy and decision-making. You have the capacity to manage various tasks and projects and deliver ambitious results, and good anticipation, organization and priority management skills.

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