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

Monthly and action plans reports
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

Boutique Manager