Operations Manager

Since the legend's reincarnation in 1994, A. Lange & Söhne has been one of the most respected and successful watch brands in the luxury sector. Our whole aim is to continue our tradition with new, outstanding products, very much in keeping with Lange's claim: State-of-the-art tradition. What we expect from our watches, we expect from us: Never stand still.

KEY RESPONSIBILITIES

1. Supply Chain / Logistics

• Aggregate and forecast yearly, quarterly, and monthly product demand in close collaboration with the commercial team
• In charge of quarterly sales forecast: Negotiations with HQ to ensure adequate stock levels
• Maintenance and optimization of warehouse / boutiques inventories
• Implementation and definition of buffer stocks when possible
• Supervise product consignments to have the necessary product present and available for events
• Support trade marketing team with PLV dispatch and monitoring of inventory

2. Sales Operations

• Support commercial team in achieving monthly objectives through product allocations
• Supervise and responsible of all invoicing done in the Retail.
• Develop and implement excel models to optimize (give full picture of pick-up watches / estimation of instant sales / boutiques stock / replenishment requirements) the allocation calls on monthly basis.
• Create policies & procedures and initiatives in line with the Retail Management.
• Monitor and control stock in trade (conduct stock takes, flag seasonal best sellers, etc…)
• Responsible for the compliance of the team with procedures in sales orders, consignments, carnet ATA, etc.
• Waiting / deposit list coordination with partners, clients, and retail to ensure proper management of firm orders (in line with Managing Director).
• ICM communication quality: in addition to making sure iCM is updated after each visit, make sure to regularly check the quality of the comments and take immediate action to rectify and coach the team.
• Maintain an Events Clients List for all types of Events (Manufacture / International Events / Local major and minor events.
• Lead all logistics behind All Clients Trips. Responsible for the Gifts and experiences.
• Responsible for all Exhibition & Events Data collection and reporting to management. Close follow up with the retail team on bi-monthly basis after the event for the period of 3 months. Build and maintain a tracker.
• Lead daily retail operations across all boutiques and points of sale.
• Ensure consistent implementation of brand standards, policies, and procedures.
• Develop and maintain operational processes that support business growth and efficiency.
• Monitor boutique performance and identify operational improvement opportunities.
• Ensure boutiques operate in compliance with local regulations and company guidelines.
• Act as the primary operational contact between boutiques, regional office, and headquarters.
• Conduct regular boutique visits and operational audits across the region.
• undefined

3. Management of Activities Administration

• Supervise all back-office processes (credit/debit notes, stock adjustments, etc.)
• Support Retail and Sales Teams in responding to availability requests
• Coordinates intercompany transfer (UAE,KSA)
• Organize returns and buybacks (if-any)
• Maintain prices and product specification
• Monitor account receivables and credit limit status of retailers (in coordination with MD)

4. Reporting & Analytics

• Partner with boutique managers to achieve sales objectives and commercial targets.
• Monitor KPIs including:
• Sales performance
• Conversion rate
• Average transaction value
• Client retention
• CRM activity
• Traffic productivity
• Stock turn
• undefined
• Analyze boutique performance and recommend action plans.
• Support boutique managers in maximizing sales opportunities and operational efficiency.
• Drive a culture of accountability and performance excellence.
• Monitor POS opening/closing documentation
• Supervise Booster management (accuracy, create new doors, solve issues, monitor retailer’s sell-out declarations)

5. Customer Service

• Support regional customer service center and boutiques in handling clients’ enquiries and complaints
• Improve after-sales processes when possible.
• Streamline processes across regions and networks to ensure seamless service

6. Client Experience & Retail Excellence

• Ensure delivery of a world-class luxury client experience across all locations.
• Monitor adherence to hospitality and client service standards.
• Implement and maintain retail excellence initiatives.
• Support boutiques in managing VIP clients and high-value transactions.
• Review client feedback and develop improvement plans where required.
• Ensure consistent execution of clienteling and CRM activities.

7. Inventory & Stock Management

• Oversee regional inventory management and stock allocation.
• Ensure accurate stock control and inventory integrity.
• Monitor stock levels and product availability across all locations.
• Coordinate stock transfers between boutiques and markets.
• Work closely with headquarters on product allocation and replenishment.
• Lead annual and cycle stock counts.
• Investigate inventory discrepancies and implement corrective actions.

8. CRM & Client Development

• Drive CRM adoption and clienteling best practices throughout the region.
• Monitor CRM KPIs and client engagement activities.
• Ensure accurate client data capture and database management.
• Support development of local client acquisition and retention strategies.
• Partner with Marketing to maximize client event effectiveness and follow-up activities.

9. Boutique Projects & New Initiatives

• Support boutique openings, renovations, relocations, and special projects.
• Coordinate implementation of new retail systems and processes.
• Lead operational readiness for new business initiatives.
• Ensure successful execution of retail and client experience enhancement projects.

10. Dealer & Partner Management

Qatar Boutique

• Maintain strong operational relationships with the dealer partner.
• Ensure compliance with brand standards and retail guidelines.
• Monitor sales performance, stock management, and CRM execution.
• Conduct regular business reviews and operational assessments.
• Manage Qatar DJWE & Bahrain Jewellery Arabia exhibitions and attend the full time in both.

South Africa POS

• Support dealer-operated point of sale operations.
• Ensure proper brand representation and operational compliance.
• Review commercial performance and identify growth opportunities.

11. Reporting & Business Analysis

• Prepare weekly, monthly, quarterly, and annual retail reports.
• Present operational performance reviews to senior management.
• Develop action plans based on business performance and market trends.
• Monitor budgets and operational expenditures.
• Provide recommendations to improve profitability and efficiency.

12. Compliance, Security & Risk Management

• Ensure compliance with company policies and luxury retail best practices.
• Maintain boutique security standards for high-value inventory.
• Monitor cash handling and transactional controls.
• Ensure adherence to audit requirements and regulatory obligations.
• Manage operational risk and business continuity plans.

Travel Requirements

• Regular travel across:
  • UAE
  • Saudi Arabia
  • Qatar
  • South Africa
• Conduct periodic boutique visits, operational audits, training sessions, and business reviews.

Key Internal Relationships

• Regional Managing Director
• Regional Marketing Manager
• Finance Team
• Supply Chain & Logistics
• CRM Team
• Human Resources
• Headquarters Retail Team
• Headquarters Commercial Team
• Headquarters Operations Team

Key External Relationships

• Dealer Partners
• Service Providers
• Security Partners

Qualifications & Experience

Education

• Bachelor’s degree in Business Administration, Retail Management, Luxury Management, or related field.

Experience

• Minimum 8–10 years of retail operations experience.
• Minimum 5 years in luxury retail, watchmaking, jewelry, fashion, or premium lifestyle brands.
• Proven multi-market retail management experience.
• Experience managing both directly operated and dealer-operated retail networks.
• Strong understanding of luxury client expectations and retail excellence standards.

Skills & Competencies

Leadership

• Team leadership and coaching
• Change management
• Talent development
• Stakeholder management

Commercial

• Retail performance management
• Business planning
• Financial analysis
• KPI management

Operational

• Inventory management
• Boutique operations
• CRM management
• Process optimization
• Project management

Personal Attributes

• Strong ownership mentality
• Highly organized and detail-oriented
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to work across cultures and multiple markets
• High level of professionalism and discretion
• Passion for luxury craftsmanship and client experience

Success Measures (KPIs)

• Regional sales achievement
• Boutique profitability
• CRM engagement metrics
• Client satisfaction scores
• Inventory accuracy
• Stock aging management
• Retail audit results
• Boutique compliance scores
• Employee engagement and retention
• Training completion rates
• Event conversion and client development results
• Operational efficiency and cost management

This role is a strategic and operational leadership position responsible for ensuring that every boutique and point of sale delivers a consistently exceptional luxury experience while achieving commercial objectives across the Middle East and South Africa region.