B2C Infrastructure Supervisor – Roles & Responsibilities

Role Description

The B2C Infrastructure Supervisor ensures the operational readiness, performance, and compliance of all B2C physical environments. The role oversees third‑party suppliers, manages leasing agreements, monitors maintenance and repairs, and ensures the correct design and implementation of Brand Retail layouts. Acting as the primary link between B2C Operations, field force, leasing agencies, shopping centers, and technical suppliers, the B2C Infrastructure Supervisor safeguards infrastructure continuity across the network. The role also supervises and develops a team of at least three direct reports responsible for B2C premises, maintenance, visual merchandising, and field communications.

Key Responsibilities

• Manage third‑party suppliers for Brand Retail locations—including maintenance, facilities, furniture, hardware, and layout providers—ensuring SLA adherence.

• Manage internal stakeholders involved in B2C initiatives, from support departments to the EU central OC team, ensuring alignment on key B2C initiatives.

• Plan, negotiate, and coordinate infrastructure initiatives aligned with business objectives, including layout upgrades and new equipment deployments.

• Oversee and lead all leasing discussions and negotiations for BR physical locations, identify expansion or relocation opportunities, and manage contract renewals and extensions.

• Act as the single point of contact for leasing agencies and shopping centers, managing operational topics such as repairs, marketing needs, and mall communications.

• Manage the Brand Retail location portfolio: repairs and maintenance, layout updates, new openings, relocations, and closures.

• Coordinate field communications related to B2C premises/issues, ensuring efficient service support and end‑to‑end uniform management.

• Monitor CAPEX investments, including OB input, quarterly tracking, and maintaining a national inventory of all CAPEX items.

• Oversee and develop direct reports, delegating priorities, ensuring quality outputs, and building capability across the team.

KPIs

• Timely deployment of infrastructure initiatives and layout changes.

• Accuracy and completeness of leasing agreements and related documentation.

• SLA compliance for repairs, maintenance, and supplier interventions.

• Cost efficiency in leasing and facility operations.

• CAPEX tracking accuracy and compliance.

• Performance and development of direct reports.

• Quality of collaboration with leasing agencies, suppliers, and shopping centers.

Functional Relations & Time Allocation

• Internal Departments (OC team, B2C, Finance, Procurement, Marketing) – 40%

• External Suppliers (maintenance, facility, furniture, contractors) – 35%

• Leasing Agencies & Shopping Centers – 10%

• Team Coordination (direct reports) – 10%

• Other Stakeholders (technical, legal, mall operators) – 5%

Skills Required

• Project management and planning capabilities.

• Team leadership and people development.

• Operational excellence and attention to detail.

• Strong negotiation skills for leasing and supplier management.

• Ability to manage high‑stake external relationships.

• Problem‑solving and prioritization skills.

• Experience coordinating multiple suppliers and complex infrastructures.

• Strong communication across functions and organizational levels.

Decision Level

Operational decision‑making for new infrastructure, supplier prioritization, infrastructure interventions, lease agency operational and strategic matters, and approval of maintenance actions. Responsible for ensuring business continuity for B2C infrastructure and escalating critical issues to Management when required.