Watchfinder & Co. Retail Excellence Program Manager
- Location
- West MallingEnglandUK
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Posted
- Jul 17, 2026
About Watchfinder & Co.
Founded in 2002, Watchfinder & Co. has grown from a pioneering online specialist into a leading global destination for pre-owned luxury watches, combining horological expertise with a modern, customer-focused retail model. As part of Richemont, the company offers employees the agility of a digital-first business alongside the standards and international reach of one of the world’s foremost luxury groups. Its teams work across authentication, watchmaking, technology, retail, operations and client advisory, united by a commitment to trust, craftsmanship and exceptional service. Watchfinder & Co. provides a dynamic environment for professionals passionate about luxury, innovation and the enduring value of fine timepieces.
Watchfinder & Co. seeks a Retail Excellence Program Manager in West Malling, UK to lead retail transformation and operational excellence initiatives.
Role & Responsibilities
- Design and establish governance structures and best practices for the Retail Program management, including meeting cadences, stakeholder mapping, and project pipeline development
- Develop a comprehensive Retail Excellence initiatives pipeline aligned with commercial objectives, identifying key areas for improvement in retail operations, customer experience, and project management
- Manage the Retail Program portfolio, oversee project prioritization, escalations, risk management, and progress reporting to steering committees and senior leadership
- Lead and manage retail projects including new store openings, store renovations, and technology or process implementations, ensuring alignment with business priorities and delivery of expected outcomes
- Partner cross-functionally with HR to define and design boutique organizational structures and compensation frameworks
- Collaborate with commercial performance managers, merchandisers, and data teams to deliver retail and merchandising performance dashboards
- Champion a customer-centric approach by mapping and elevating end-to-end customer journeys across all transaction types including part-exchange, instant purchasing, and omnichannel operations
- Explore and implement methodologies to measure and improve overall customer satisfaction within retail environments
- Partner with L&D and retail teams to develop and deliver comprehensive training programs covering operational procedures, product knowledge, sales techniques, and customer service excellence
- Ensure adequate implementation of new guidelines and frameworks across functions including Sales Operations, Visual Merchandising, and Marketing
Qualifications
- Minimum 3 years of experience in project management or operations consulting
- Strong stakeholder management and communication skills in matrix environments
- Knowledge of Project Management methodology and best practices
- Strong PowerPoint and Excel proficiency
- Proven ability to develop and execute complex retail or operational programs
- Experience leading cross-functional teams and driving organizational change
Skills
Experience
Minimum 3 years of experience in project management or operations consulting, ideally within the retail industry. Demonstrated success leading multi-faceted programs in matrix organizational structures, managing project portfolios, and driving operational excellence initiatives.
Education
Not specified
Workplace
The role is situated in West Malling, England, UK — conveniently close to London.
Benefits
Opportunity for internal development and mobility within Richemont group; professional development opportunities; exposure to strategic decision-making; involvement in international expansion initiatives
Culture
Watchfinder & Co. fosters a dynamic, detail-driven culture where expertise in pre-owned luxury watches is paired with a modern, customer-centric retail mindset. As an employer, it offers a collaborative environment that values authenticity, technical knowledge, and entrepreneurial agility within the wider luxury watch ecosystem.
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 Watchfinder & Co., 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 «Retail Operations Program Lead», «Retail Strategy & Program Manager», «Retail Transformation Lead», «Retail Performance Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.