The Hour Glass has championed the culture of watch collectingcelebrating artistry, technical mastery and the emotional resonance of fine watches. With more than 70 boutiques across 15 cities, we are recognised globally as a leading specialist watch retailer. As we continue to grow, we are seeking an accomplished Business Performance Manager to strengthen our retail effectiveness and accelerate our next phase of strategic expansion.
The Opportunity
This is a high-impact role for a commercial leader who thrives at the intersection of data, operations and client experience. You will serve as a key strategic partner to Boutique Managers and General Managers, ensuring our boutiques deliver exceptional performance and uphold the hallmarks of The Hour Glass experience. Your work will directly influence business decisions, operational standards, team capabilities and long-term growth initiatives across the retail network.
What You Will Do
1. Drive Business and Sales Performance
You will take ownership of end-to-end performance management across assigned boutiques. This includes:
- Conducting deep analysis of boutique and network-level sales performance, conversion, productivity and product mix.
- Diagnosing performance gaps and identifying their root causes through both data and on-ground insights.
- Presenting concise, actionable recommendations to senior management to guide short- and long-term commercial strategies.
- Monitoring the impact of initiatives, providing feedback loops and recalibrating actions where necessary.
Your analysis and recommendations will shape decision-makingfrom assortment strategies to manpower allocation, operational enhancements and client engagement models.
2. Elevate Retail Operations and Client Experience
You will safeguard and continually uplift the quality of our client experience. This includes:
- Defining key performance targets for boutiques and ensuring clarity across teams.
- Conducting regular performance reviews and supporting Boutique Managers with tailored action plans.
- Identifying opportunities to improve sales processes, service standards, boutique flow and operational efficiency.
- Coaching, mentoring and motivating watch specialists to achieve qualitative excellence (service behaviours, storytelling, clienteling) and quantitative outcomes (KPIs, productivity).
Your leadership will help ensure that every client journeyfrom first interaction to after-sales supportreflects the values and craftmanship The Hour Glass stands for.
3. Lead Business Opportunity Development
You will collaborate with senior leaders to identify and unlock new sources of growth. This includes:
- Supporting the design and execution of business proposals and boutique-level initiatives.
- Conducting feasibility assessments and forecasting potential commercial impact.
- Analysing market shifts, brand opportunities and competitive dynamics to inform strategic direction.
- Partnering with Brand Managers, Engagement Marketing, Digital and Operations teams to orchestrate retail initiatives with clear business outcomes.
4. Champion Strategic Projects and Change Management
You will oversee multi-boutique and cross-functional projects that enhance retail capabilities. This includes:
- Leading end-to-end project executionfrom planning, stakeholder engagement and rollout to post-implementation evaluation.
- Ensuring change management frameworks are in place so teams adopt new processes effectively.
- Acting as the bridge between boutiques and the corporate office to ensure operational clarity and optimal execution.
5. Uphold Audit, Compliance and Operational Integrity
You will ensure that all boutiques under your charge operate in full compliance with internal controls, regulatory requirements and audit standards. This includes:
- Reviewing boutique processes and identifying gaps.
- Reinforcing best practices through training and follow-up assessments.
- Ensuring business decisions are rigorous, compliant and aligned with corporate governance standards.
What You Bring
- Bachelor's degree in a business-related discipline.
- At least 8 years experience in retail performance management or similar operational leadership roles.
- Strong commercial acumen and understanding of financial statements.
- Proven ability to coach and influence teams across multiple levels.
- Excellent communication, presentation and stakeholder-management skills.
- High levels of organisational capability, systems thinking and negotiation fluency.
- A proactive, energetic and curious mindset, grounded in teamwork and a passion for excellence.
What Success Looks Like
You will play a key role in lifting performance across the retail network, contributing measurable improvements in:
- Sales, gross profit and productivity
- Customer Experience Evaluation (CEE) scores
- CEM metrics and digital engagement
- Google My Business visibility and reviews
- Operational compliance
- Continuous learning and professional development adoption
