Hermès Retail Projects and Operational Excellence Manager

About Hermès

Hermès is a privately held French luxury house renowned for its leather goods, ready-to-wear, silk, accessories and parfums, distinguished by artisanal craftsmanship and enduring quality. As an employer, Hermès emphasises skilled workmanship, rigorous standards and long-term brand stewardship, combining tradition with selective innovation across global retail and maison operations.

Role & Responsibilities

• Define, animate and monitor the store operational roadmap to ensure frontline teams can devote full attention to client experience.
• Lead operational excellence reviews (diagnosis, follow-up) and deploy, maintain and enforce back-office standards across the Faubourg store.
• Identify operational deviations and risks, design and implement measurable remediation plans and contribute to the construction and monitoring of KPIs.
• Act as the functional referent for retail IT tools: coach store teams in daily use, diagnose recurring friction points, escalate and prioritise unresolved IT incidents with IT HDF.
• Drive transformation projects from needs capture through scoping, testing, piloting and deployment; author functional documentation and deployment procedures.
• Design and execute change-management strategies for new tools and processes, animate key-user communities and lead rollout activities tailored to the Faubourg store.
• Support SmartOps stabilisation and contribute to Smart Ops 2.0 certification and wider SmartOps initiatives.
• Participate in real-estate and store-evolution projects (renovations, space redesign, stock security), define operational requirements with Real Estate and Store Directors, and contribute to technical specifications.
• Coordinate operational stakeholders for in-store events and pop-ups, and act as the operational escalation point for maintenance and cleaning issues.
• Provide transversal support to the store for critical activities (inventory assistance, stock movements) and maintain a visible, regular presence on the sales floor to federate Back-Office and Front-Office teams.

Qualifications

• Master’s degree (Bac+5) from a business school, engineering school or equivalent higher education.
• Minimum 10 years’ professional experience in retail operations, store transformation or operational project management (experience in flagship or large-format luxury retail preferred).
• Proven leadership and stakeholder management skills with a collaborative, cross-functional working style.
• Strong analytical rigour, methodical approach and experience defining and monitoring operational KPIs.
• Demonstrated aptitude for change management and digital adoption within retail environments.
• Fluency in English, written and spoken.

Skills

Experience

Minimum 10 years of progressively responsible experience in retail operations, store projects or transformation programmes, ideally within flagship luxury stores or large retail sites.

Education

Master’s degree (Bac+5) — Business school, Engineering school or equivalent.

Workplace

Culture

Hermès cultivates a workplace grounded in artisanal excellence, meticulous attention to detail and a long-term approach to talent development. The environment blends high standards with collaborative, cross-disciplinary teamwork and encourages pragmatic innovation that respects the maison’s heritage.

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.