Retail Operations Manager
2 days ago
New York
Job DescriptionCompany Description At Frette we expect all employees to be team players by demonstrating a high degree of integrity and contributing to a positive environment that is fun, professional and productive. Employees are required to contribute to maintaining all brand and operating standards consistently while ensuring a high level of customer service through extensive product knowledge and commitment to an elevated selling ceremony. Job Description The Retail Operations Manager is responsible for ensuring all North American Frette boutiques operate efficiently, consistently, and in alignment with global luxury standards. This role oversees operational excellence, SOP development, digital retail tools, inventory controls, process optimization, and cross-functional alignment to elevate the in-store experience and support field teams in delivering Frette’s world-class service and heritage-driven selling model. This leader will continuously evaluate operational processes, identify improvement opportunities, and drive execution to support profitable growth and seamless store performance. RESPONSIBILITIES 1. Drive Retail Operational Standards & Quality Control * Develop, refine, and optimize Retail SOPs across all stores, ensuring alignment with global Frette guidelines and North American business needs. * Ensure consistent execution of all operational standards, including opening/closing procedures, cash management, stockroom operations, visual maintenance, safety protocols, and service standards. * Own and update the Frette Retail Operations Manual, ensuring compliance with internal policies, audit expectations, and legal requirements. * Conduct regular field audits focused on operational discipline, payroll control, cleanliness standards, clienteling processes, and execution of selling ceremony fundamentals. * Partner with Inventory Planning to optimize inventory levels, stockroom processes, replenishment accuracy, and shrink reduction. * Collaborate with Finance, Internal Controls, and Retail Leadership to interpret operational KPIs and implement corrective actions to improve monthly performance. * Identify cost-saving opportunities and drive initiatives to reduce operating risks while maintaining Frette’s luxury experience. 2. Manage Retail Systems, Digital Tools & Technology * Partner with global Retail Performance, CRM, and IT teams to enhance and maintain retail technologies, including POS, CRM tools, BI dashboards, timekeeping systems, digital operations platforms, and clienteling solutions. * Provide technical insight on new digital initiatives and enhancements that improve store efficiency, productivity, accuracy, and clienteling capabilities. * Oversee maintenance, troubleshooting, and system upgrades, partnering closely with IT and external vendors to minimize store downtime. * Support POS-related budget management and inform system lifecycle planning. * Train store teams on all digital retail tools, ensuring full adoption and effective utilization. 3. Operational Project Management * Lead cross-functional projects with HQ and field partners aimed at improving operational workflows, policies, and store efficiency. * Coordinate store operational needs for new store openings, relocations, renovations, and VM rollouts ensuring operational readiness and compliance. * Develop and manage timelines, deliverables, communication plans, and post-launch recaps for operational initiatives. * Act as the central liaison between Retail Corporate, Warehouse, Merchandising, VM, CRM, HR, and Finance to streamline processes and eliminate operational friction. * Support implementation of corporate initiatives including sustainability efforts, packaging changes, CRM workflows, digital transformation projects, and service enhancement programs. 4. Training & Support for Store Teams * Build and deliver operational training materials, including modules on SOPs, systems, operational audits, cash management, shrink prevention, cycle count processes, and back-of-house standards. * Provide ongoing coaching and support to Store Managers and Assistant Managers on operational best practices and adoption of new tools. * Ensure all stores maintain a high-quality operational foundation that supports elevated service, visual presentation, and client experience. PERSON SPECIFICATION Key Competencies & Skills * Strong understanding of luxury retail operations, workflows, and service standards. * Expertise in SOP creation, store auditing, operational excellence, and compliance. * Analytical mindset with ability to interpret data, KPIs, and inventory metrics to drive decisions. * Excellent computer skills (POS systems, Microsoft Office, Google Workspace, dashboards). * Strong presentation, communication, and training facilitation skills. * Detail-oriented with exceptional organizational and project management abilities. * Self-starter with the ability to work independently and cross-functionally. * Solutions-oriented, with a focus on continuous improvement and operational efficiency. * Comfortable influencing at all levels, including cross-functional headquarters teams and field leadership. Qualifications * 5–7+ years of experience in retail operations, preferably within luxury, hospitality, or home/interior categories. * Experience supporting multi-unit retail in a cross-functional, fast-paced environment. * Strong operational systems background; prior exposure to POS transitions, CRM tools, inventory management systems, or digital retail solutions preferred. * Experience in a multicultural or global luxury organization strongly valued. * Fluent English required; additional languages a plus. Other * Regular travel to stores, warehouse, and HQ locations is required. * Must be able to lift up to 30 lbs occasionally and move within store and stockroom settings as needed. Additional Information All your information will be kept confidential according to EEO guidelines. It is the policy and commitment of Frette to provide equal employment and advancement opportunities to all individuals. The objective of Frette is to recruit, hire, train, and promote the most qualified applicants into all job levels. Frette does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age disability, or any other characteristic protected by law. Frette will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in any undue hardship to the Company. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. For full time roles, in addition to the base salary, Frette offers a competitive benefits package that includes medical, dental, vision, life insurance, short + long term disability, 401K with Company match, paid maternity/paternity leave, employee discount, paid holidays, and a paid time-off policy.