Retail Excellence and Performance Manager - EMEA and US

The Retail Excellence and Performance Manager EMEA & US plays a key strategic role in driving commercial performance across the EMEA and US regions. This position is responsible for elevating retail performance through robust sales operations, KPI governance, and the deployment of retail excellence standards. Acting as a transversal business partner, the role works closely with Retail, Marketing, Merchandising, Supply Chain, Finance, and Training teams to ensure alignment, consistency, and sustainable growth.

Key Responsibilities:

Sales Performance & Retail KPI Management

• Define, monitor, and analyze key retail performance indicators (sales, conversion rate, average transaction value, UPT, traffic, productivity, stock turnover, etc.).
• Develop dashboards and reporting tools to support data-driven decision-making at global, regional, and boutique levels on weekly and monthly basis
• Identify performance gaps and opportunities, providing clear insights and actionable recommendations to regional and local teams.
• Support sales forecasting, budgeting, and performance tracking across EMEA and the US.
• Act as a key support to regional VP and sales teams on operational topics including target setting, incentive schemes, and commercial planning.
• Monitoring and supervising all reports sent from boutiques
• Consolidation of weekly landing, sell in/out, budget and qualitative data for the region

Retail Excellence Strategy & Deployment

• Contribute to the definition and rollout of the Retail Excellence framework, ensuring best-in‑class standards across all retail touchpoints - internal & external boutiques
• Mystery Shopping & Customer Service: in coordination with retail excellence coach, support store team in all service's related to enhance client's experience by helping to develop and implement a customer service policy in all internal & external network
• Lead the introduction and continuous improvement of retail processes, tools, and ways of working (clienteling, selling ceremony, CRM usage, store operations, etc.).
• Ensure consistency between brand strategy and in‑store execution while respecting local market specificities.
• High Jewellery focus : HJ support: supervise leads & deposits file ensuring consolidation of feedbacks from store
• Business Bringers: facilitate the preparation of contracts, follow-up of paperworks for commission when eligible as well as the coordination of meeting preparation and payments.
• Coordinate with maintenance referral to facilitate possible store maintenance requests
• Work on special projects as needed

Market Meeting & business support

• Facilitate the presentation be the point of contact and coordinate all dpts to create the meetings either on Retail or wholesale meetings
• Assist with the preparation/coordination of annual momentums such as but not limited to B2B tradeshows, PFW/Haute Couture week.
• Support in any team meetings with logistics, organization, transfers, trains, hotels
• Coordinate sales-related projects and ensure effective implementation across regions.
• Support retail openings, renovations, and network optimization from a sales operations and performance perspective.

Cross‑Functional Collaboration (Transversality)

• Serve as a transversal interface between Retail stores, CRM, Marketing, Maintenance, B2B, Merchandising, Supply Chain, Finance, IT, and Training departments.
• Ensure alignment of commercial priorities and operational execution across departments and regions.
• Translate strategic objectives into operational action plans, facilitating communication and change management.
• Support with regional and global annual momemtums (specifically in London and Paris) to ensure close partnership and alignment amongst all departments.

Strong knowledge of the operational requirements within retail - ideally within a luxury environment.

Fluency in both French and English

Strong analytical skills

Project management skills

Rigorous, organised, attention to details

Problem-solving mindset, autonomous and proactive

A natural at building effective relationships both internally and externally

Commercial savvy with an entrepreneurial spirit

IT literate (Excel, Word and PowerPoint)

What you'll get at De Beers Group

• Time that's yours: 25 days' annual leave plus bank holidays, with the option to buy or sell leave via our flexible benefits platform.
• A pension that invests in your future:
• Healthcare you can rely on: company‑funded core Private Medical Insurance
• Support when life gets busy: 24/7 confidential Employee Assistance Programme , access to a Mental Health First Aider network , and wider wellbeing resources.
• Financial perks & savings: access to our flexible benefits platform, including options such as holiday trading, travel insurance, dental cover, critical illness protection, retail vouchers and mo