Retail Operations Lead - North America

POLENE

Founded in 2016, the French leather goods brand Polène stands out for its exceptional artisanal craftsmanship, creating timeless pieces with organic designs directly inspired by nature. In a context of strong growth and international expansion, we are structuring our operations in 2026 and surrounding ourselves with top talent to develop deep expertise at every level of our organization. Our distinctly artistic positioning supports the elevation of our handbag and jewelry collections, backed by 800 artisans in our workshops located in Ubrique, Spain. The Polène story can be written with you. Join us and contribute to this adventure as we continue to expand our retail presence and elevate the client experience across North America.

JOB DESCRIPTION

The Retail Operations Lead, North America is a pivotal role in bridging Polène’s global standards with the realities of the North American market. Based in New York City and reporting to the Area Manager, this person is responsible for adapting and implementing HQ strategies and operational frameworks to support both the existing retail network and upcoming store openings across the region. By partnering closely with HQ Retail teams and local boutique teams, this role ensures the strong execution of company strategy, drives operational excellence, and supports a consistent and elevated brand experience. The Retail Operations Lead plays a key role in translating global processes into practical, store-friendly solutions that fit local realities while preserving brand standards. This is a highly hands-on role. Beyond analytical rigor, the person in this position must be willing to spend significant time on the ground in boutiques to understand operational realities, identify pain points, and turn observations into clear, actionable improvements that support store teams without adding unnecessary complexity.

KEY AREAS OF FOCUS

Localize and implement global operational standards across North America Adapt and execute operational tools, frameworks, and projects from HQ Support the local execution of retail network expansion in partnership with HQ Facilitate communication between HQ and the North America retail network Drive operational consistency and performance through the application of KPIs and best practices

RESPONSIBILITIES

Sales & Performance Enhancement Analyze retail reporting, including daily sales, KPIs, and traffic, and provide localized insights and actionable recommendations Partner with HQ to follow up on global retail projects and support stores in achieving defined KPIs Benchmark and adapt retail best practices from HQ and the market to elevate operations, service, and presentation Collaborate with HQ Retail Operations to support the local execution of sales-driving and profitability initiatives Store Operations Excellence Adapt, update, and implement HQ SOPs to meet local market requirements while preserving global brand standards Lead and support operational training to ensure protocols are understood and applied effectively in store Refine local operational processes based on HQ guidelines, business needs, and field feedback Manage local vendor relationships and contracts, centralizing purchasing and payment processes in line with company policy Oversee the local execution of global standards related to uniforms, grooming, and operational tools, including associated budgets Support new store openings by ensuring operational readiness across key workstreams such as tools, supplies, process setup, stock flow coordination, and store opening checklists Store Compliance & Standards Ensure all local SOPs align with both HQ standards and local compliance requirements Guarantee daily store and POS operations adhere to Polène policies and procedures Plan and execute audits related to stock, staff administration, and store documentation in line with the global audit framework Follow up on audit findings through corrective actions, coaching, and escalation where needed Promote a strong compliance culture to protect employees, clients, and brand assets

REQUIREMENTS

Strong analytical skills with the ability to translate data into practical, actionable, store-ready plans Pragmatic and hands-on mindset, with the ability to operate both strategically and operationally Strong command of Excel, PowerPoint, and digital tools; SAP knowledge is a plus Excellent communication and influencing skills, with the ability to work effectively across HQ, stores, and cross-functional stakeholders Strong organizational and project coordination skills, especially in fast-paced and scaling retail environments Professional, proactive, and calm under pressure High standards and strong attention to detail, with a commitment to operational excellence and brand consistency Strong leadership and teamwork capabilities, with empathy and a collaborative mindset Fluency in English, both written and spoken; French is a plus Willingness to travel domestically and internationally as required Compensation & Benefits Competitive salary range $70,000-$85,000. Monthly ICHRA medical stipend, allowing employees to choose the plan that works best for them. Dental & vision insurance with employer contributions. 401(k) plan. Paid Time Off, including vacation and sick time. Employee discount on our full range of leather goods and jewelry. Commuter benefits, for transit (pre-tax, where applicable). Opportunities for growth within our expanding U.S. retail network. A supportive, inclusive culture rooted in craftsmanship, creativity, and teamwork. If you’re passionate about luxury leather goods, team leadership, and performance, apply now and help define the next chapter of Polène in North America! Polène is an equal opportunity employer. We are committed to fostering an inclusive, respectful workplace, and do not discriminate on the basis of race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, or any other protected characteristic as defined by law.