Boutique Manager

Main Purpose

To lead a team to great performances in the short and long term (turnover, profitability, development of client database, image for Chopard). You will be responsible for the development and optimization of the boutique performance and profitability by managing the boutique team, ensuring excellence in boutique operations and client service.

MAIN RESPONSIBILITIES

BOUTIQUE PERFORMANCE & SALES ACHIEVEMENT

• Drive boutique sales performance and achieve/exceed monthly, quarterly and annual targets.
• Develop and implement action plans to maximize sales opportunities, business growth and profitability
• Review and improve team competencies to achieve boutique and categories sales target
• Monitor KPIs including conversion, average transaction, client retention/repurchase rates and traffic
• Set and support the team members to achieve their sales target
• Analyze sales performance and market trends to identify opportunities and risks
• Prepare quarterlyand yearly budgets of the boutique

Reporting and proposal

1. Monthly and action plans reports
2. Competitors information, impact sales/visibility/image

Team Leadership and Development

• Lead, motivate, coach and develop a high performing boutique team
• Set clear individual and team objectives aligned with business goals
• Conduct regular performance reviews, coaching session and development plans
• Identify and develop future talent and succession opportunities
• Foster a positive, collaborative, accountable and client-focused team culture

CLIENTS – BUSINESS DEVELOPMENT

• The boutique manager is a key person for client acquisition. He/she should lead the effort of the team to acquire new clients, not only by converting walk-in clients, but also by following a tactic of client acquisition outside the boutique
• The manager shall propose to RD and the team on ideas to create marketing actions that could help achieving its sales objectives. (Mailing, cocktail, collaboration with clubs, etc...)
• Lead the team in ensuring daily boutique appointments KPI is being met, client follow-up and personalized client outreach.
• Build and maintain strong relationships with VIP and high-networth clients
• Resolve client concern professionally while protecting the integrity of the brand
• Work closely with the CRM Manager on client requisition and retention
• Follow-up monthly CRM report and monitor SA KPIs
• Responsible for all activities including clienteling and CRM tools
• Events : VIP identification and selection and guest list management
• The manager is in charge of the enforcement of the discount policy. He/she also needs to try to minimize the average discount given by helping its team members to do so

SERVICE

• The boutique manager is ultimately responsible for the upkeep of the boutique at all times
• He/she must make sure that any visitor to the boutique is treated with the utmost respect and professionalism according to Chopard boutique charter
• Visuals must be at its best and aligned with Chopard Guidelines
• Staff attire must be impeccable at all times
• Any renovation/ touch up requirement must be reported to the Projects department immediately

STOCK / SECURITY

• The boutique manager is ultimately the person in charge of the stocks
• He/she has to ensure that the security procedures of the Chopard Group are followed strictly
• To ensure that the stock value is below the maximum coverage
• He/she has to ensure that proper and timely replenishment is made
• He/she has to place a yearly order of novelties in line with Chopard core range
• policies and with the budget given by the local subsidiary

MANAGEMENT

• Communicate business updates regularly and efficiently to Management
• He/she will organize the team monthly roster and make sure the boutique is up to date for all administrative duties
• Recruit staffs, integrate the newcomers, motivate the team and develop their skills by applying briefings, ad hoc observation and coaching, feed-back, realignment and appraisal and encouraging synergies between floors

SPECIFIC ACTIVITIES

• The boutique manager might be requested to travel for seminars or to visit clients
• He/ she might have to attend functions to entertain its clients
• He/she must ensure report on market intelligence on other boutiques and boutiques staff

Requirements:

• 10 years luxury retail experience with at least 4 years in management level
• Excellent customer relations management skill with solid client base
• Sound knowledge in Watch & Jewelry industry is a definite asset
• Excellent leadership, presentation and communication skills
• Sales-driven and able to work under pressure
• Strong business sense of retail service, passion in retail operations
• Knowledge of computer applications