Head of Retail Excellence and Conciergerie (f/m/x)

Founded in 1894, Universal Genève is an iconic Swiss watchmaking Maison celebrated for its rich heritage and timeless elegance.

Known as the “Couturier de la Montre”, the Maison unites technical excellence with refined design, crafting timepieces with the same precision, creativity, and attention to detail as a couture creation.

Today, Universal Genève enters a new chapter.

Its revival is shaped by exceptional timepieces and a commitment to offering a client journey that is seamless, personal, and elevated.

At Universal Genève, every experience is crafted with intention. Every gesture, every interaction, every detail is tailored to the individual rather than the catalogue.

This philosophy shapes the head of retail excellence and conciergerie role, where service is approached with the same care and precision as watchmaking itself.

The Expert We Seek

You are a structured, self-starter and entrepreneur, detail‑driven operations leader with a deep understanding of luxury retail and a genuine feel for high‑end client service.

You oversee both the operational excellence of the Geneva flagship and the Maison's conciergerie function on a global scale, including direct responsibility for the concierge team.

You sit between HQ and the boutique floor, setting the standards, KPIs, and processes that allow every market to perform at the level the Maison demands, while ensuring every client‑facing moment is stitched together without a seam showing.

• Your Craft
• Retail Operations & Standards
• You will build and own the operational framework of the Geneva flagship and roll it out internationally, defining processes, service rituals, and standards that will scale with the Maison's retail operations globally.
• You will run seamless daily boutique operations while building processes designed to be deployed consistently as the network grows internationally.
• You will ensure compliance with international tax regulations, customs requirements, and relevant trade legislation, safeguarding seamless cross‑border transactions and client satisfaction.
• You will coordinate the export and delivery of bespoke and couture creations, overseeing all logistics, customs documentation, and regulatory requirements to ensure a flawless client experience.
• You will maintain a strong understanding of evolving import/export regulations, VAT considerations, and luxury goods legislation across key markets.
• You will liaise with logistics partners, customs brokers, and internal stakeholders to manage the secure and timely shipment of high‑value bespoke and couture pieces worldwide.
• You will monitor operational performance, identify friction points, and implement concrete improvements that directly support the Maison’s commercial results.
• You will define, track, and steer the KPIs for both the retail and concierge teams, owning performance targets as much as their delivery.
• You will oversee stock and merchandising management, ensuring inventory levels, product presentation, and replenishments consistently reflect the Maison standards across all locations.
• You will lead the Maison’s concierge function globally, managing the concierge team and setting the standards of VIC and VVIC service excellence across all markets.
• You will build and maintain a network across the world's finest hotels, restaurants, and cultural institutions to ensure our clients receive exceptional treatment in every city they encounter the Maison.
• You will work closely with the sales team to prepare every important client visit in detail, ensuring the environment, product selection, and hospitality are all perfectly in place before the client arrives.
• You will ensure that every interaction with a VIC or VVIC client reflects the Maison’s standards of discretion, warmth, and absolute attention to detail.
• You will define the Maison’s global after‑sales standards, acting as the point of accountability between the boutique, the repair center, and the client.
• You will manage the secure global delivery of remote purchases, coordinating logistics, customs, insurance, and client communication end‑to‑end.
• Team Support & Cross‑Functional Collaboration
• You will act as the operational link between the UG HQ and all retail locations globally, translating strategic direction into clear, executable processes that work consistently across markets.
• You will drive performance across the retail and concierge teams, setting clear expectations and conducting regular reviews to maintain the Maison's standards.
• You will support the Boutique Director in building the boutique’s internal culture of excellence, coaching the team on service standards and best practices.
• What Will Make You Successful
• You bring 6 to 8 years of experience in luxury retail operations at a senior level, with experience working across international markets and a real understanding of what running a high‑end boutique demands day to day.
• You are process‑driven and highly organized, with a hands‑on mindset to build operational frameworks from scratch.
• You have proven experience in developing and implementing retail strategies and best operational practices across multiple locations.
• You are comfortable owning performance data, setting KPIs, and using metrics to drive tangible improvements across retail and hospitality teams.
• You bring a real knowledge of the Geneva market and ideally an established network across the international luxury ecosystem.
• You are completely fluent in French and English. Additional languages are a distinct advantage.
• You carry the elegance, discretion, and quiet authority that the Maison demands, and people feel it from the moment they work with you.

Benefits

• Home office (depending on position requirements)
• Referral program
• Culture of feedback
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