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