Mystery Shopper Mystery jobs in London

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

YOUR ROLE:

As Head of Commercial Area you will be responsible for driving the commercial performance, operational excellence, and team development across a designated portfolio of boutiques and external Points of Sale. You will oversee sales, budget management, client engagement, and team leadership, ensuring alignment with Maison strategy, image and regional priorities. The role requires dynamic leadership with a strong focus on achieving business objectives, fostering a high-performance culture, and delivering exceptional client experiences, while driving an omni-channel portfolio across boutiques and partner PoS.

Key Responsibilities:

1. Performance Management & Business Development:

• Lead performance, sales and profitability of the boutiques and PoS/Partners, setting annual, quarterly, monthly targets per location and per partner
• Drive and monitor the overall area turnover and manage budget control, including selling costs and travel & entertainment (T&E) expenses.
• Drive relevant action plans for Boutique leaders & Partners to elevate business and image, ensuring alignment with Maison strategy and regional KPIs (e.g., openings, expansions, closings).
• Ensure the effective implementation and adaptation of all boutiques and PoS action plans.
• Negotiate commercial terms, ensuring commercial consistency, legal and contractual adherence, across all stores in the network, including Department Stores and Partners
• Train and coach Boutique leaders and external Partners on Cartier performance metrics to optimize sales and profitability
• Animate and train the external sales ambassadors’ community in collaboration with L&D teams on targeted needs, such as Cartier products, selling ceremony, CS conversion to sales, or Cartier Care, Watches&Wonder organization and content
• Continuously monitor performance across all PoS and boutiques, identifying areas for improvement and implementing corrective actions.
• Lead client engagement initiatives by monitoring dashboards and training Boutique leaders and external Partners to activate Cartier client engagement activities, with specific actions and initiatives by PoS
• Oversee and analyze the Client Satisfaction Barometer to ensure high levels of client service and satisfaction.
• Promote and implement new commercial projects and initiatives, such as "match to traffic" strategies, and boutique excellence programs.

2. Team Leadership & Development:

• Lead and manage the development of boutique teams and animate Partners’ community within the assigned area.
• Oversee team evolution in selected boutiques to optimize structure, agility and efficiency.
• Actively participate in the recruitment process for boutique profiles, ensuring the selection of high-caliber talent.
• Provide on-site mentoring and coaching to Boutique leaders, fostering their professional growth and leadership capabilities.
• Nurture and support Career Committees to promote clear retail career paths and talent retention.
• Act as an ambassador for the Maison building relationship with internal and external leaders, including regional leadership & peers, department stores and Partners ecosystems

3. Boutique Operations & Standards:

• Maintain a regular in-store and PoS presence through frequent visits to boutiques and PoS within the area.
• Ensure impeccable merchandising implementation, optimal stock levels, and adherence to grooming standards.
• Maximise assortment, flows, and manage Partners’ clients requests in collaboration with internal teams (high-end, operations, marketing etc)
• Verify that all necessary tools and resources are in place to optimize boutique operations and maximize client-facing time.
• Monitor competitor activities and services, including utilizing mystery shopper programs, to identify opportunities for improving client satisfaction.
• Oversee and address client service cases to ensure prompt and effective resolution.
• Provide on-site support for brand activities and projects, including events, pop-ins, exhibitions, and boutique opening, relocation or renovation initiatives, both internal and external.

4. Market Intelligence & Projects:

• Manage commercial omnichannel intelligence and related projects (stock, VM, clients activations etc).
• Closely monitor market trends and competitor activities to maintain Cartier’s market positioning and react swiftly to defend market share, and control grey market
• Report on competitors' public news and events within the area, providing strategic insights to the regional team.

PROFILE

• Proven experience in senior commercial roles, ideally with prior experience in boutique management.
• Strong project management capabilities, demonstrated by a track record of successfully leading complex initiatives from conception to completion.
• Strong analytical skills, with the capacity to translate complex data into clear, actionable insights that drive business results.
• Successful experience in managing complex and mature teams.
• Excellent communication and presentation skills, with the ability to inspire, influence, and engage diverse stakeholders across all levels.
• A deep understanding of market dynamics, consumer behavior, and competitive landscapes, enabling strategic decision-making.
• The ability to work collaboratively and effectively within a matrix organization, contributing positively to cross-functional teams.
• Fluency in English is essential, and proficiency in additional languages will be considered a significant advantage.
• A self-motivated, positive attitude, and a strong team player mentality.
• High learning agility, with a continuous desire to adapt and grow in a dynamic environment.