Retail Manager – Italy

About the role

TAG Heuer is seeking a Retail Manager to lead its direct and indirect retail network across Italy. Based in Milan, you will be responsible for driving profitability, enhancing the in‑store experience and developing the retail teams while reporting to the Country General Manager.

Key responsibilities

• Coordinate retail strategies and action plans with regional and HQ teams to improve performance of owned and franchise boutiques.
• Analyze and monitor KPIs such as conversion rate, recruitment rate, repurchase rate, VIC share, appointments WOB and NPS, and recommend actions to boost results.
• Consolidate performance data, suggest tactical incentives and programs to drive business growth.
• Ensure operational excellence by applying international standards, tools and processes, and supporting store managers in daily operations.
• Maintain brand‑consistent service level, merchandising, customer data collection, CRM usage, repair management, staff presentation and mystery‑shopping audits.
• Develop and roll out training programmes for retail staff in partnership with HR and the local Training Manager.
• Provide coaching, performance management and motivation to create a strong retail community and act as a brand ambassador.
• Design and implement CRM and clienteling strategies to increase customer loyalty and personalize the shopping experience.

Required profile

• Proven experience managing retail operations and teams, preferably in a luxury or high‑end consumer goods environment.
• Strong analytical ability to interpret performance metrics and translate insights into actionable plans.
• Excellent leadership and communication skills to coach, develop and inspire store staff.
• Knowledge of CRM concepts and clienteling practices to enhance customer relationships.
• Ability to work collaboratively with regional, HQ and cross‑functional partners.

Required skills