Boutique Manager

POSITION SUMMARY

Manages all aspects of the boutique in line with the commercial strategy approved by the management, and always within standards of image and services worldwide.

Achieves sales, service & operational KPIs

Understands the market; adapts to market changes and incorporates information to develop sales planning with Retail Director

Assumes leadership role and strengthens retention through effective communication, on-going effective staff training and awareness of staff morale and career development

Promotes broad understanding of the business relevance of CRM

Main Responsibilities

Brand Passion

Acts as Maison ambassador; demonstrates and encourages enthusiasm and excitement for the brand, the history, and the culture

Coaches team on adhering to the brand guidelines; ensures team members to act as ambassadors to deliver the brand image to every Client.

Demonstrates the luxury selling culture within the team

Maintains in-depth product knowledge, instructs and shares product information to the team to optimize sales strategies

Leadership

Provides instructions and directions for the team in alignment with the business plan

Motivates team for goal achieving: create a positive work environment, empower the team, encourage innovative solutions, creates sense of team spirit and commitment to the Maison

Identifies individual strengths and development areas for future development and growth and effective succession, and provide proper support

Organizes the team in an efficient manner according to business needs and delegate responsibility with clear expectations

Provides regular feedback and supports team members with consistent coaching, identifies their development and training needs

Supports and fosters On-Boarding Process

Identifies steps to reduce staff turnover rate and strengthens retention by smooth integration of new joiners and by emphasizing awareness of people and career development; anticipates potential leave risks for top talent; retain top talents

Sales

Achieves sales goals, translates strategic and business goals into concrete and individual actions and objectives

Monitors business and market trends, cooperate with Retail Director to develops a selling strategy in his/her boutique based on market trends, different selling opportunities and sales objectives

Models expert understanding of the luxury selling culture and coaches the team to effectively apply all principles; be an active manager on the sales floor; constantly communicates on boutique sales goals

Ensures business opportunities are maximized through efficient sales floor management, being a visible presence and support as well as ensuring standards are achieved

Understands competitors’ products and differentiates products in competitive selling situations; coach the team on how to sell products versus the competition in order to uplift conversion rate

Maximize the potential of all product categories carried in the store, capitalizes on all available supports (visual merchandising, training, clienteling, events, office team…) and fosters synergies between categories

Gathers and provides customer feedback to management team for future business planning

Customer Service & CRM

Establish a Client-centric mindset in the team, motivate and lead them to achieve Services & CRM KPIs

Promotes clienteling as a daily activity; ensures the team to collect qualitative data and coach them to establish trust and strong business relationships

Ensures the team provides excellent service to each individual entering the boutique, in line with standards of customer service

Builds a loyal Clientele, leverages all clienteling tools to ensure the highest level of customer experience and achieve repurchase objectives

Leads by example on the floor, understand the clients’ needs, identify potential areas of improvement

Actively participates in appropriate local networking and community events to capture prospects

Always back-up their team in case of customer complaints; can handle communication with complaining customer in a confident way, uses the opportunity to build a long-term relationships

Boutique Operations and Administration

Implements brand guidelines and shares best practices

Demonstrates and controls all operational processes; maintains accurate documentation and coaches associates

Proactively controls the inventory, assures the consistency, correctness and appropriateness of the stock at any time. Manages inventories in a pro-active way in order to optimize the sales while keeping a financially healthy stock level

Maximizes sales opportunity through perfect merchandising execution and dynamic display. Ensures boutique visibility and environment align with brand standards

Understands and communicates policies, standards and procedures and ensures properly executed

Monitors store controllable expenses, supervises loss, assets protection and risk management and be accountable for inventory management

Ensures proper maintenance, keeps up the boutique in excellent states at all times

Candidate Profile

Tertiary educated with minimum 5 years sales and management experience in luxury retail, preferably with sales background in accessories and watches

Good command of Cantonese, English and Mandarin. Other languages are advantageous

Excellent selling, customer service and clienteling skills, having relationships and networks are advantageous

Sincere, warm and pleasant, strong brand integrity, and adaptable to changes

Strong leadership with people management skill, able to motivate, develop and cultivate a team

Proactive, organized, multi-tasking, strong analytical and problem solving skills and highly adaptable to dynamic environment

Computer knowledge in Word, Excel and PowerPoint

Good leadership with ability to coach and motivate sales team to achieve sales target