Retail Excellence Manager

**INSPIRE | EXHILARATE | DELIGHT**

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

**What you'll be doing**
- Provide **first-line support** to stores on all operational processes.
- Lead or support key projects (store launches, renovations, pop-ups, staff sales, etc.).
- Monitor compliance with SOPs, conduct operational audits, and recommend corrective actions.
- Use analytics and reporting to drive improvements in KPIs (incident management, shrinkage, discount policies, etc.).
- Serve as **project lead/PMO** for new tool rollouts (e.g., OMS, Connect, Shopify, xStore).
- Facilitate operational excellence through **Lean practices, process optimization, and SOP standardization**.
- Conduct **post-mortems, lessons learned, and process reengineering workshops**.
- Collaborate closely with **Inventory Control, Supply Chain, and Tech** to ensure clean handoffs and smooth execution of shared processes.

**1. Quality & Operational Management**
- Ensure adoption and compliance with **Stores’ Operating Policies and Procedures** across all operational areas, including:
- Stock handling
- Cash handling and end-of-day reconciliation
- HSSE standards
- Premises management
- Conduct regular store visits and complete standardized checklists to ensure compliance.
- Drive and elevate the adoption of **Omnichannel and CX processes** in stores, ensuring timely and accurate fulfilment of e-commerce orders and delivering a seamless customer experience.
- Monitor **stock availability and out-of-stock levels** to improve store stock accuracy ratios and meet customer demand.
- Ensure **end-of-day closings**, including cash reconciliation, are performed accurately and that discrepancies are reported to Accounts in a timely manner.
- Provide first-line operational support to front-liners and ensure incidents or requests are resolved by the support functions within agreed SLAs.
- Provide continuous feedback to **Group Process & Compliance** to review, refine, and improve store operating policies and training materials.
- Collaborate with **Operations Analytics** to develop meaningful dashboards and reports that identify improvement areas and measure store performance and efficiency.

**2. Project Management**
- Plan and roll out the deployment of **new systems and technologies** in stores, in collaboration with Business and Group Tech, including but not limited to:
- xStore
- SIM/SIOCS
- OMS
- E-commerce platforms (Farfetch, Shopify)
- Omnichannel apps (Connect, MUSE)
- Digital payments (Invoice Ninja, BNPL, etc.)
- Coordinate with internal and external stakeholders (Malls, Contractors, Admin, MDM, Supply Chain, Tech, Logistics, Accounts, Business) to deliver **store-related projects**, including:
- Openings, renovations, concessions, SiS, closures
- Podiums, kiosks, staff sales, exhibitions, etc.
- Lead and track task lists to ensure all project-related actions are delivered on time and to standard.
- Support the rollout of **Group-wide initiatives** in stores, in collaboration with relevant functions, such as:
- CSR initiatives
- Sustainability initiatives
- Inclusion & Diversity programs
- Alumni programs
- Kronos (Time Management)
- Other Group priorities

**3. Change Management & Capability Building**
- Support pilot, UAT, and go-live phases of new systems and processes, ensuring smooth adoption in stores.
- Promote th