Job Title: Regional Retail Excellence Director, Latin America

Company: Parfums Christian Dior

Location: Role based in Miami, FL

MAIN JOB OBJECTIVE:

The Retail Excellence Regional Director will play a pivotal role in enhancing our retail operations across all touchpoints in the Latin American region. They will be responsible for developing a Center of Excellence for Retail Operations, Retail Performance, and Retail Education tailored to the nuances of the Latin American market. Their duties will include managing and optimizing key performance indicators (KPIs) in each area of expertise to improve operational efficiency and financial performance within Parfums Christian Dior's retail business in Latin America. The Retail Excellence Regional Director will also be instrumental in developing and executing our clienteling strategy, aimed at creating personalized shopping experiences to build customer loyalty and increase customer lifetime value.

This position requires an individual with exceptional leadership skills and a deep understanding of the luxury retail landscape in the Latin American region, including expertise in wholesale, multibrand, and direct-to-consumer channels. The successful candidate will oversee retail performance metrics, streamline and improve operations, and implement educational programs to enhance the expertise and client service levels of our in-store teams across Latin America.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES:

Strategic Leadership:

• Identify key priorities for growth and efficiency opportunities and develop comprehensive strategies for each distribution channel.
• Establish a robust team structure and foster a collaborative center of excellence across Retail Performance, Retail Operations, and Retail Education, ensuring alignment with brand-defined strategic priorities and objectives.
• Implement effective team structures to drive high performance.
• Collaborate with central teams to standardize policies, guidelines, and procedures, aiming to enhance operational efficiency and maximize retail and Beauty Consultants (BCs) productivity throughout the market(s)/region.
• Collaborate closely with local teams to assess the relevance and effectiveness of standard initiatives, ensuring alignment with local needs and global strategies.
• Cultivate a culture where exceptional client service is prioritized, leading to increased engagement and sales.

Retail Performance & Operation:

• Maintain Dior's Retail Performance & Operations Standards through Retail Management training programs, Retail Digital Tools, and KPI dashboards across al the region.
• Collaborate with international teams and the Vice President of Latam to develop and execute strategies aimed at driving sales performance across the region and all retail channels. This includes setting ambitious, yet achievable sales targets aligned with business objectives and tailored to meet the specific targets of the Latam Market. Define, track, and analyze KPIs that directly impact operational efficiency and financial performance within the country/region's retail business.
• Identify growth opportunities and partner with GMs, Retail Excellence Managers and Directors to enhance the performance of top boutiques and specialist teams, ensuring the achievement of annual business objectives.
• Oversee the Dior Client Experience Assessment Program and NPS program.
• Partner with the International Retail Performance Project team to address regional needs and develop relevant retail tools, policies, procedures, and guidelines to meet evolving business requirements.

Retail Performance & Operation:

• Collaborate closely with the Client Development team to establish best practices for CRM initiatives and clienteling, aiming to improve customer loyalty and develop tailored outreach programs and personalized service offerings.
• Implement efficient practices to manage the daily operations of all retail outlets in the market(s), ensuring compliance with the company's standards of excellence.
• Coordinate with other functions or central teams to implement operational systems and digital tools that support store performance and clienteling activities across Latam.
• Ensure compliance with health and safety regulations, stock management procedures, and visual merchandising guidelines.
• Drive operational improvements through continuous assessment of workflows and promptly address any areas requiring attention or enhancement.
• Collaborate with the field Retail team to lead initiatives aimed at boosting team culture and motivation among Dior Retail Team members, including BC motivational initiatives such as Retail Seminars/Conferences, BC Contests, and BC Remuneration & Compensation/Benefits programs.

Retail Education

• Responsible for the strategies, development, and implementation of retail education excellency including;
• Dior Training Curriculum (classroom & digital learnings)
• Dior BC and BC Specialization (axis and soft skills development)
• Dior Services (axis and bi/tri-axis services)
• Dior Retail Manager program
• Evaluate the relevancy and efficiency of training modules/tools and ensure all met local needs and aligned with global business and training strategies.
• Leverage the insight from Retail Performance & Operations, partner with International Retail Education team to identify needs for the region and develop relevant training modules/tools/guidelines/service protocols to meet the changing needs of the business and BC development.
• Collaborate with HR, Retail Education Directors, Retail managers & Boutique managers to create a seamless onboarding experience for Dior Beauty Consultants
• Communicate and follow up with Training Managers and other stakeholders (product, client, sales), assist them to identify areas of improvement, set up and validate appropriate actions in training linked to the axis and soft skills.
• Liaise with International Retail Education, plan and organize annual seminars and training for Training Managers/Trainers, as well as targeted “Specialist / Expert” populations in accordance with region identified needs and business priorities.

Team Development

• Develop a group of collaborative team members and encourage constant learning.
• Coach and develop team leaders that are effective as middle retail management, acting as a strong bridge between global/local business strategies and local field teams.
• Coach and mentor Boutique managers and Beauty consultants, to share strategic directions and contexts of constant improvements, while collecting insights from field Retail teams.

PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED:

• Bachelor’s degree in business administration or related field.
• Minimum 8-10 years of experience in managerial roles within luxury retail industry.
• A global vision & understanding of the retail network and retail operation.
• Proven track record of achieving sales targets and operational excellence in managerial role.
• Solid experience in overseeing training development and delivery is preferrable.
• Experience of working in matrix organization and delivering results through deep understanding of the challenges and objectives of various stakeholders.
• Abilities to engage and influence a diverse group of individuals, lead change and inspire work towards common goals.
• Strong analytical skills coupled with strategic thinking capabilities.
• Excellence in planning, communication, and project management skills.
• A growth mindset and habits of nimble learning, track record of leveraging past learnings, encouraging new ideas and smart risk taking in self and others.
• Proficient in MS Office Suite; familiarity with retail management software (e.g., POS systems) highly desirable.
• Ability to multitask effectively in fast-paced environments.
• Fluent in Spanish & English language, Portuguese and French a plus.
• Applicants must be currently authorized to work in the United States for any employer.