POSITION SUMMARYManages 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 KPIsUnderstands the market; adapts to market changes and incorporates information to develop sales planning with Retail DirectorAssumes leadership role and strengthens retention through effective communication, on-going effective staff training and awareness of staff morale and career developmentPromotes broad understanding of the business relevance of CRMMain ResponsibilitiesBrand PassionActs as Maison ambassador; demonstrates and encourages enthusiasm and excitement for the brand, the history, and the cultureCoaches 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 teamMaintains in-depth product knowledge, instructs and shares product information to the team to optimize sales strategiesLeadershipProvides instructions and directions for the team in alignment with the business planMotivates team for goal achieving: create a positive work environment, empower the team, encourage innovative solutions, creates sense of team spirit and commitment to the MaisonIdentifies individual strengths and development areas for future development and growth and effective succession, and provide proper supportOrganizes the team in an efficient manner according to business needs and delegate responsibility with clear expectationsProvides regular feedback and supports team members with consistent coaching, identifies their development and training needsSupports and fosters On-Boarding ProcessIdentifies 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 talentsSalesAchieves sales goals, translates strategic and business goals into concrete and individual actions and objectivesMonitors 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 objectivesModels 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 goalsEnsures business opportunities are maximized through efficient sales floor management, being a visible presence and support as well as ensuring standards are achievedUnderstands 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 rateMaximize 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 categoriesGathers and provides customer feedback to management team for future business planningCustomer Service & CRMEstablish a Client-centric mindset in the team, motivate and lead them to achieve Services & CRM KPIsPromotes clienteling as a daily activity; ensures the team to collect qualitative data and coach them to establish trust and strong business relationshipsEnsures the team provides excellent service to each individual entering the boutique, in line with standards of customer serviceBuilds a loyal Clientele, leverages all clienteling tools to ensure the highest level of customer experience and achieve repurchase objectivesLeads by example on the floor, understand the clients' needs, identify potential areas of improvementActively participates in appropriate local networking and community events to capture prospectsAlways 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 relationshipsBoutique Operations and AdministrationImplements brand guidelines and shares best practicesDemonstrates and controls all operational processes; maintains accurate documentation and coaches associatesProactively 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 levelMaximizes sales opportunity through perfect merchandising execution and dynamic display. Ensures boutique visibility and environment align with brand standardsUnderstands and communicates policies, standards and procedures and ensures properly executedMonitors store controllable expenses, supervises loss, assets protection and risk management and be accountable for inventory managementEnsures proper maintenance, keeps up the boutique in excellent states at all timesCandidate ProfileTertiary educated with minimum 5 years sales and management experience in luxury retail, preferably with sales background in accessories and watchesGood command of Cantonese, English and Mandarin. Other languages are advantageousExcellent selling, customer service and clienteling skills, having relationships and networks are advantageousSincere, warm and pleasant, strong brand integrity, and adaptable to changesStrong leadership with people management skill, able to motivate, develop and cultivate a teamProactive, organized, multi-tasking, strong analytical and problem solving skills and highly adaptable to dynamic environmentComputer knowledge in Word, Excel and PowerPointGood leadership with ability to coach and motivate sales team to achieve sales target
