Retail Operations Manager - Messika Japan (High Jewelry)

Location: Tokyo

Contract: Permanent

Who are we?

Messika, a prestigious High Jewelry brand founded by Valerie Messika in 2005, has revolutionized diamond jewelry by crafting pieces that captivate and inspire. As an heir to her father André Messika's diamond legacy, Valerie has combined tradition with modern luxury. We are now seeking a dedicated
Retail Operations Manager
to join our Tokyo team.

The Goal

Messika is looking for a Retail Operations Manager with at least 5-year experience in the Luxury industry. Supporting the

Japan Retail Director, the Japan Retail Operations Manager is a key support to the boutique operations & coordination of

Messika regional Retail Team for Japan Boutiques. She/he is supporting all Japan Retail Operations topics to implement

smooth and efficient boutiques operation procedures comply with Maison standards.

What you do

Procedures & Compliance

• Apply and enforce Global Retail Operations Guidelines (handbook, procedures, standards) to ensure operational consistency and retail excellence.
• Localize HQ procedures for the Japanese market (local SOPs), ensure their implementation, and monitor compliance in all boutiques.
• Ensure all safety and security procedures are strictly followed in boutiques, verify that all staff are properly trained, and contribute to operational excellence by reporting any anomalies to the Global Safety & Security department.
• Maintain close communication with boutique teams to streamline floor operations and maximize productivity.
• For our freestanding boutique : conduct monthly checks on payments in accordance with the company's AML policy.
• For our concession within department stores : making sure that all the department store's register procedures are duly applied by the retail teams.

Inventory & Stock Management

• Follow HQ guidelines to organize and coordinate fiscal inventories and routine stock counts for each boutique.
• Independently conduct one full annual stock take campaign per boutique.
• Review and audit weekly cycle counts, reporting any discrepancies to HQ.
• Ensure stock accuracy across all internal boutiques. Propose corrective actions when needed to the Management (both hierarchical and functional).
• In coordination with the JAPAN HQ Operations department, ensure boutiques follow all guidelines related to merchandise movements, including carrier selection, packaging requirements, and handling precautions.

Team Training & Development

• Onboard new boutique hires (key positions), on-site and/or remotely.
• Train team members on:

-Cegid (initial and ongoing training, act as the main Japan contact with HQ Cegid support for troubleshooting and system updates).

-Store procedures: payments, tax refund, returns, register operations, security, merchandise movements, shipping and customs, after-sales service, client claims.

-Stock management: Receiving, returning, and transferring merchandise to/from HQ or other boutiques.

• Deliver manager-level training programs.
• Advise boutique management on BOH organization (jewelry box allocation, document and tool setup).

Boutique Openings & Project Support

• Coordinate boutique opening projects with the Japan Retail Director, from initial brief to opening.
• Maintain constant liaison with the Global Retail Department, particularly the Global Retail Operations team, which oversees openings in coordination with the Global HQ departments.
• Manage retail tool and office supply orders for openings.
• Coordinate local actions with all involved departments.
• Provide on-site support for two weeks GO LIVE at each opening.
• Support other ad hoc projects (department stores' fairs, marketing events, exhibitions, special retail initiatives).

Retail Excellence & Boutique Maintenance

• Oversee retail tools, gifts, and other assets: consolidate annual needs, validate orders with Store Managers before sending to HQ, and ensure correct use per company policy.
• Support retail teams with administrative tasks: suppliers, IT, vendor coordination, suppliers bills, cost tracking.
• Manage the boutique team's mobile phone fleet and business cards.
• Prepare and update BOH displays (e.g., posters, internal information).
• Conduct regular store visits to ensure compliance with Messika standards: architecture, brand image, team grooming, overall boutique condition.
• Lead visits specifically focused on retail operations and client experience.
• Support boutique maintenance needs in collaboration with the Store Planning team and contractors.
• Support local after-sales service management in collaboration with the After Sales team.
• Provide feedback on existing retail tools and propose new or improved solutions.

What's more

• Monthly monitoring and reporting of boutique KPIs.
• Regularly review and analyze the Mystery Shopping campaign results and future program of NPS (Net PromoterScore: customer satisfaction).
• Quality control of service and sales training in collaboration with the Trainer.
• Contribute to the development of the retail expansion strategy and the animation of the existing network through periodic and ad hoc analyses requested by the Japan Retail Director.
• Promote a positive, proactive, and professional work environment.
• Build strong relationships with internal teams and external partners such as Department Stores to provide quick feedback and effective support.
• Act as a proactive partner in improving retail processes and client experience.
• Can be a support for exhibitions and boutique sales events with Marketing / Communication team.
• Other ad hoc projects as assigned by superior.

Please note: This list is not exhaustive and may evolve based on departmental needs.

Job Profile

• Strong Retail background with a minimum of 5 years' experience, preferably in luxury Retail operation management.
• Detail-oriented with good analytical background.
• Proven track record in previous employment.
• Commercial sales experience.
• PC skill: Excel (advanced level), Power Point (advanced level), Word.
• Fluency in Japanese and English, French is a plus.