Retail Manager Italy

Position

Join TAG Heuer, where heritage meets innovation. Since 1860, TAG Heuer has fused Swiss avant\-garde watchmaking with the high stakes of sport. Passion, bold design, and technical mastery bring our craftsmanship to life. Here, your ambition is supported by tailored learning opportunities, a stimulating and inclusive culture, and the resources you need to win—every day. Together, we shape the future of watchmaking and take on new challenges. Are you ready to make a difference with us?

YOUR MISSION

As a Retail Manager, you will play a key role in developing our direct and indirect retail network in Italy (3 FSS, 1 FAO e 2 FRS), driving its profitability, enhancing the consumer experience in store and empowering the retail teams. Based in Milan, you will thrive in a stimulating environment where innovation and excellence go hand in hand with team spirit and creativity. You will report to the Country General Manager.

Job responsibilities

Retail Performance

• In collaboration with the regional and HQ teams, coordinate specific retail strategies and action plans to improve business performance in own and franchise boutiques network


• Analyze and monitor the retail performance KPIs (e.g. conversion rate, recruitment rate, repurchase rate, VIC share, appointments WOB, NPS, etc.) and productivity of boutiques, identify recommendations and support on implementing any defined actions


• Consolidate all various retail performance KPIs data and identify actions to improve business performance


• Suggest tactical incentive and programs to drive retail performance and business

• Drive and improve Retail Operations Excellence by maximizing the retail operational standards, tools and processes developed by international retail performance team


• Accompany, support and follow up with store managers to drive overall retail performance and operations excellence


• Ensure the service level and merchandising is in line with the Brand international guidelines in all stores (quality of display, customer data collection and CRM usage, repair management, staff clothing, atmosphere, mystery shopping audits, etc.)

• In collaboration with HR and HQ Training team, and with the support of the local Training Manager, develop and roll out appropriate training for retail staff (Retail Academy)


• Provide ongoing coaching, training, and performance management to support team members' growth and success


• Animate the Retail community in the country


• Motivate and inspire passion and knowledge within our teams and clients, become true brand ambassador and epitomize brand values


• Impulse the retail culture mindset within the direct and indirect retail network

• Develop and implement CRM strategies to enhance customer loyalty and retention


• Oversee the execution of clienteling initiatives, ensuring a personalized customer experience


• Analyze customer data to identify trends, opportunities, and areas for improvement in client engagement


• Collaborate with marketing teams to create targeted campaigns and communication strategies


• Train and coach retail teams on effective clienteling techniques and CRM tool usage


• Monitor and report on CRM and clienteling KPIs, providing insights and recommendations


• Ensure compliance with data protection regulations and best practices in customer data management


• Drive the adoption of new technologies and innovations in CRM and clienteling


• Develop and maintain strong relationships with key clients and stakeholders to enhance brand loyalty and reputation, develop VIC strategy to promote brand image

Profile

• Bachelor’s degree and above with proven field experience (sales, boutique supervision, training)


• Proven experience in retail management and project management


• Global vision \& understanding of the retail network


• Proven ability to adeptly prioritize, organize and manage multiple projects


• You can work well with others as well as independently with minimal supervision


• Outstanding written, verbal communication and presentation skills


• Able to travel 70% of your work time in Italy


• Proven leadership and team management skills


• Fluent in Italian and English

Additional information

As an EDGE Certified organization, we are committed to creating a fair, equitable, and inclusive environment for all employees. Our ambition is to set industry standards and inspire our teams through an inclusive culture where every voice is heard and valued.

*TAG Heuer*
MAISON
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1860, Saint\-Imier at the very heart of the birthplace of watchmaking. A young ambitious watchmaker decides to found his own brand. His name: Edouard Heuer. At just 20 years old, he was to revolutionize the watchmaking industry by breaking away from the established rules. Ever since that time, TAG Heuer’s vocation has been to push back the boundaries and defy convention to invent incredible watches and chronographs of extreme precision. The invention of the oscillating pinion in 1887 exemplified this spirit, streamlining the chronograph’s design and enhancing its responsiveness—a principle that underpins our engineering philosophy even today. Then came the 1916 Mikrograph, the first stopwatch accurate to 1/100th of a second, cementing TAG Heuer's reputation as the precision timekeeper in competitive sports. Indeed, the world of TAG Heuer is intimately linked to motor racing and the division of time into infinitely small units, but its aura extends well beyond this arena. Capturing TAG Heuer’s ethos, our prominent partnerships and brand ambassadors express the brand’s passion for action and high performance. These include the Oracle Red Bull Racing Formula 1 Team, the TAG Heuer Porsche Formula E Team, the Formula 1 Monaco Grand Prix and Monaco Grand Prix Historique, the World Endurance Championships and the Indianapolis 500\. As for TAG Heuer ambassadors, they all share the ability to stand up to pressure, constantly pushing their limits. This illustrious group includes motorsport legends Ayrton Senna and Steve McQueen, Hollywood icons Ryan Gosling, Patrick Dempsey, Alexandra Daddario, and Wi Ha Jun, and tennis stars Naomi Osaka, Felix Auger\-Aliassime and Petra Kvitovà. The brand's spirit of adventure is further represented by big wave surfers Kai Lenny and Maya Gabeira, alongside rising athletes such as Sydney McLaughlin\-Levrone, Fred Kerley, Summer McIntosh, and Sky Brown.

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