Van Cleef & Arpels Online Retail Operations Excellence Manager

Van Cleef & Arpels is an esteemed French high-jewellery and watchmaking maison, renowned for craftsmanship, poetic creativity and artisanal savoir-faire. As part of the Richemont group, the brand combines heritage-led luxury with a global retail footprint and a growing emphasis on digital and omnichannel client experiences.

1. Lead operational excellence programs for the brand's online retail channel, defining priorities, timelines and measurable KPIs to improve conversion, fulfilment reliability and client satisfaction.
2. Design and standardize end-to-end processes across e‑commerce, customer care, logistics and in‑store pickup to ensure a seamless omnichannel client journey.
3. Partner with merchandising, CRM, digital product and supply‑chain teams to translate commercial objectives into operational requirements and capacity planning.
4. Own performance monitoring: build and maintain dashboards, run root‑cause analysis, and convert insights into prioritized improvement initiatives.
5. Manage cross‑functional projects and third‑party vendors, ensuring timely delivery, governance, and adherence to luxury service standards.
6. Develop and deliver training, playbooks and governance for local markets and boutiques to embed best practices and sustain continual improvement.

1. Proven track record in e‑commerce or retail operations, ideally within luxury, premium fashion or accessories.
2. Demonstrable experience leading cross‑functional projects and driving measurable process improvements.
3. Strong analytical capability, comfortable translating data into operational decisions and clear KPIs.
4. Excellent stakeholder management and communication skills at both local market and central levels.
5. Bachelor’s degree in business, operations, supply chain, or a related discipline; advanced degree or certifications in operations/lean is a plus.

1. Omnichannel retail operations
2. Process mapping and continuous improvement (Lean/Six Sigma principles)
3. KPI definition and dashboarding
4. Advanced Excel and PowerPoint
5. Business intelligence tools (e.g. Tableau, Power BI)
6. Project management tools (e.g. JIRA, Asana) and vendor governance
7. Familiarity with e‑commerce platforms and ERP integrations (experience with Salesforce Commerce Cloud, Magento or SAP is advantageous)

Approximately 5+ years of progressive experience in e‑commerce or retail operations, with at least 2–3 years in a role demonstrating cross‑functional leadership and project delivery; luxury retail experience strongly preferred.

Bachelor’s degree in Business, Operations, Supply Chain, or related field. Postgraduate qualification or formal training in process improvement/operations management is advantageous.

Van Cleef & Arpels cultivates a culture that values artisanal excellence, discretion and refinement, balanced with a modern drive for digital innovation. Teams operate in a collaborative, detail‑oriented environment where client service and preservation of the Maison’s heritage guide decision‑making.