Director of Operations & Sales Excellence

Diptyque a Luxury Fragrance House has established itself as one of the most renowned, leading fragrance houses within the luxury market today. Founded in 1961, the Maison is known for its mix of iconic scented candles, personal fragrances, bath and body products, and home décor. Its flagship boutique is in Paris' 5th arrondissement at 34 Boulevard Saint Germain.

You will be accountable for leading, coaching, engaging, and mentoring the operations & sales performance team to pursue excellence and profitable growth.

You will be responsible for overseeing business performance, all front of house and back of house operations in Americas, all new opening and renovation plans as well as working on strategic and financial plans for Retail and Wholesale.

You will report to the Head of Sales to ensure the team's processes, functions, and workflow, prioritize creating an elevated and profitable shopping experience for internal and external clients. This data, retail analytics, compliance and financial information driven role connects insights to larger strategic initiatives.

This role has 4 direct & indirect reports and is based in New York City.

The current job description may not fully capture the scope and expectations of the role

Key Accountabilities and Responsibilities

LEADERSHIP

• Lead by example and model behavior that reflects the company's core values.
  

• Set clear goals & expectations and hold people accountable to a high standard of excellence.
  

• Foster a culture focused on excellence and partnership between corporate and field.
  

• Grow and develop expertise in the sales and operations department
  

• Deliver ad hoc strategical analysis and plans to Top Management
  

OPERATIONS STRATEGY

• Own and define the operations strategy to achieve profitability goals
  

• Leverage processes and technology to increase store productivity
  

• Foster operational excellence at store level: strengthen store operations guidelines and foster continuous channels optimization to deliver the best in-store customer experience.
  

• Manage effectively communication strategy and contents towards organization using different channels
  

• Drive business effectiveness: through attentive agenda management, skillful omnichannel orchestration and optimized time management.
  

• Ensure a high level of partnership with all key players among the organization locally and globally
  

• Ensure diptyque store is always presented with the highest standards.
  

• Oversee maintenance, new opening and renovation plans.
  

• Excel in project management: Lead and deliver projects with methodology, thorough follow-up, and collaborative momentum.
  

POLICIES & PROCEDURES MANAGEMENT

• Define and implement the Policies and Procedures strategy aligned with brands standards
  

• Strengthen and maintain a robust handbook where all procedures are written, communicated and updated in a timely manner
  

• Ensure compliance with health/safety policies and procedures
  

• Ensure compliance with company policies and procedures
  

• Oversee and prioritize all the daily, weekly, monthly operations with efficiency and follow-up
  

• Develop and implement an audit process to ensure consistency and control
  

• Conduct regular store visits to understand field needs and identify risks & opportunities

COST CONTROL

• Manage and optimize P&L by door
  

• Build and monitor opex budget and forecasts for retail/wholesale operations.
  

• Responsible for optimizing opex budget including but not limited to negotiating vendors' contracts
  

• Responsible for inventory accuracy and stock loss.
  

• Strengthen cost control policies

PERFORMANCE MANAGEMENT

• Oversee sales analysis, productivity analysis, products analysis, sales incentives calculation, etc, for wholesale and retail on daily, weekly, monthly and quarterly basis.
  

• Deliver action plan to consistently improve sales and store profitability.
  

• Be a master user & support training on in-house BI tools
  

Requirements and Qualifications

• Bachelor's degree in business or related field preferred
  

• Minimum of 10+ years of experience in a similar role with an emphasis on retail operations and strategy
  

• Luxury beauty or fashion, and retail experience are preferred
  

• Strong leadership skills
  

• Extensive experience in project management
  

• Strong financial acumen and analytical skills; can build and manage budgets, forecasts, and P&L
  

• Critical thinker with innovative problem-solving skills
  
  

• Fantastic organizational and time-management skills
  

• Highly developed interpersonal, verbal, and written communication skills
  

• Team player with high level interpersonal skills
  

• Excellent communication and presentation skills
  

• Agile and flexible to adapt to situations and tools as needed
  

• IT system savvy
  

• Expert in Microsoft office and retail operations software systems
  

• Travel: 30%