Hublot Retail Excellence Director
- Employment
- Full-Time
- Seniority
- Director
- Department
- Retail & Boutique Operations
- Industry
- Fine Watches & Horology
- Posted
- May 19, 2026
About Hublot
Hublot is a Swiss luxury watchmaker renowned for its 'Art of Fusion' philosophy, combining traditional haute horlogerie with contemporary materials and innovation. As part of the LVMH group, Hublot operates within a high-performance luxury ecosystem that values craftsmanship, experiential retail and bold brand-building.
Hublot seeks a Retail Excellence Director in Miami to lead retail operations, CRM, L&D and boutique excellence across the Americas.
Role & Responsibilities
- Define, implement and continuously refine retail operations standards, policies and SOPs to ensure brand consistency and operational excellence across the Americas.
- Own CRM strategy including clienteling, VVIC/VIC acquisition and retention, loyalty programs, appointment management, segmentation, lifecycle campaigns, CRM adoption and KPI tracking.
- Design, deploy and govern Learning & Development programs for boutique teams and leaders, including onboarding, certification pathways, succession planning and training academies informed by Mystery Shopping results.
- Establish inventory governance, loss prevention protocols, audit compliance and operational controls to protect brand assets and optimise store performance.
- Analyse and report on key commercial and operational KPIs (conversion, NPS, UPT, CRM engagement, retention, productivity, boutique profitability) to identify improvement opportunities and drive performance.
- Lead boutique openings, store transformations and experiential activations to elevate the in-store client journey.
- Develop and execute retail merchandising strategy to ensure optimal assortment, depth of stock and visual availability of core collections, novelties, limited editions and accessories.
- Oversee inventory balancing and stock optimisation including store-to-store transfers, allocation planning, replenishment strategies and prioritisation of Haute Horlogerie references.
- Create and govern allocation frameworks for exceptional timepieces and exclusive launches to ensure equitable and commercially driven distribution.
- Champion adoption of digital tools and retail technology that support CRM, clienteling and operational efficiency.
- Manage vendor relationships and in-store hospitality logistics so that packaging, gifting and service moments reflect Hublot’s luxury positioning.
- Foster cross-functional alignment with Sales, Marketing, Finance, Supply Chain and Merchandising to deliver unified execution of commercial initiatives.
- Prepare operational analyses and dashboards to support data-driven decision-making and process optimisation.
Qualifications
- Minimum 10 years of leadership experience in luxury retail operations, ideally within premium watchmaking or closely related categories.
- Proven track record of delivering large-scale operational improvements and elevating boutique performance.
- Strong commercial acumen with the ability to interpret complex operational and financial data to shape strategy.
- Demonstrated expertise in CRM/clienteling strategy, loyalty programs and KPI-driven retail management.
- Exceptional interpersonal, communication and influencing skills with experience engaging senior stakeholders and boutique leadership.
- Proven experience designing and implementing learning & development frameworks, certification programmes and succession plans.
- Ability to travel regularly (approximately 30–50%) and operate in a hybrid work environment while managing multi-market priorities.
Skills
Experience
At least 10 years of progressively responsible leadership experience in luxury retail operations with demonstrable success leading CRM, merchandising, L&D and operational transformation initiatives across multi-boutique networks.
Education
Bachelor’s degree in business, retail management, hospitality or a related discipline; MBA or advanced degree preferred.
Workplace
This position is based in Miami, Florida, USA.
Culture
Hublot blends haute horlogerie tradition with experimental, innovation-driven thinking under the LVMH umbrella. The workplace culture emphasizes craftsmanship, entrepreneurial drive, experiential retail and a strong client-service ethic, rewarding leaders who combine operational rigor with creative retail vision.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hublot, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Director of Retail Operations & CRM», «Head of Boutique Excellence», «Director, Retail Performance & Clienteling», «Head of Retail Merchandising & Operations», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.