Balenciaga Retail Operations Lead

About Balenciaga

Founded by Cristóbal Balenciaga in 1917 and part of Kering, Balenciaga is one of fashion’s most influential houses, renowned for architectural cut, uncompromising craft, and a continual redefinition of modern luxury. As an employer, the House offers a demanding yet inspiring environment where heritage ateliers, bold creative vision, and global business expertise meet. Teams across design, product development, merchandising, retail, client engagement, communications, and corporate functions are encouraged to combine precision with experimentation, agility with excellence. Balenciaga seeks individuals who are culturally aware, rigorous, collaborative, and ready to contribute to a maison that shapes the conversation of contemporary fashion while respecting the discipline of couture.

Role & Responsibilities

• Assist the Store Manager in daily boutique operations, floor coverage management, and revenue optimization through disciplined execution of visual merchandising, displays, and customer service protocols
• Monitor and analyze sales performance and key performance indicators on a daily, weekly, and monthly basis; identify trends and execute corrective action plans in collaboration with the Store Manager
• Prepare and submit regular business reports to headquarters; translate insights and directives to the boutique team to ensure organizational alignment
• Assess the local competitive landscape and broader business environment; provide the Store Manager with strategic feedback and market intelligence
• Support and mentor the boutique team to achieve quantitative and qualitative performance objectives; champion brand behaviors and foster a positive work environment
• Lead team development activities including morning briefings, one-on-one coaching, and performance feedback sessions; work with the Store Manager to address personnel issues and nurture emerging talent
• Manage inventory oversight and warehouse stock in concert with the Store Manager and operations team; report discrepancies immediately and optimize stock allocation to match sales potential
• Act as a Balenciaga ambassador by embodying brand values, maintaining boutique aesthetics according to house standards, and ensuring consistent execution of the brand's signature customer experience
• Drive clienteling initiatives and customer loyalty programs from new client acquisition to VIP engagement; utilize data collection and relationship management to strengthen customer retention
• Monitor customer satisfaction metrics including Net Promoter Score (NPS) and Customer Experience Excellence (CEE); implement corrective actions based on feedback
• Address customer complaints and resolve issues through established protocols; escalate complex matters appropriately while maintaining brand integrity
• Uphold all legal, safety, security, HR, and sustainability guidelines; ensure the boutique meets Balenciaga's standards of excellence across front-of-house, back-of-house, and team conduct
• Execute Retail Excellence guidelines across all operational domains; plan, approve, organize, and resource team activities to manage workload effectively
• Support continuous process improvement by reviewing existing procedures, identifying inefficiencies, and implementing enhancements to drive operational effectiveness

Qualifications

• Demonstrated understanding of Balenciaga's brand DNA, aesthetic sensibility, and luxury positioning; ability to embody brand values in all customer and internal interactions
• Proven track record in luxury retail or premium fashion environments with evidence of meeting or exceeding sales targets and KPIs
• Strong knowledge of fashion trends and the luxury market landscape; ability to advise customers and team members on current collections and brand heritage
• Excellent customer service orientation with demonstrated ability to build and maintain high-level clientele relationships
• Leadership experience managing a retail team; proven capacity to motivate, develop, and coach staff in a positive, high-performance environment
• Proficiency in inventory management systems and retail reporting tools; familiarity with Point-of-Sale (POS) systems and CRM platforms
• Advanced communication and interpersonal skills; fluent ability to communicate clearly and persuasively across all organizational levels

Skills

Experience

Minimum 3–5 years of progressive retail leadership experience in a luxury, premium, or contemporary fashion environment, with direct experience supporting or managing a boutique or flagship store. Demonstrated success in driving sales growth, building and developing high-performing teams, and delivering exceptional customer experiences in a luxury context.

Education

Bachelor's degree in Business Administration, Retail Management, Fashion Merchandising, or a related discipline, or equivalent professional experience in luxury retail leadership.

Workplace

Culture

Balenciaga fosters a bold, forward-thinking workplace where creativity, experimentation, and cultural awareness drive the evolution of contemporary luxury. As an employer, the House encourages collaboration across disciplines, empowering teams to challenge convention while upholding exceptional standards of craftsmanship, precision, and brand integrity.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.