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Boutique Manager

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Richemont Full time
Job Title: Boutique Manager

The Boutique Manager is a key role within our luxury retail organization, responsible for driving the performance and profitability of our boutiques. This position requires a strong leader who can manage a team, ensure exceptional client service, and achieve business targets.

Key Responsibilities:
  • Develop and implement annual strategies and objectives for the boutique, in collaboration with the Area Manager.
  • Monitor sales targets and KPIs, and implement action plans to achieve them.
  • Build and maintain relationships with concierges and intermediates, with clear goals and guidelines.
  • Implement retail guidelines and tools, as defined by the Area Manager and the Brand.
  • Conduct regular market research to identify business opportunities and maintain a competitive edge.
  • Provide regular reporting to the Area Manager, including sales, traffic, KPIs, and customer service metrics.
  • Act as an ambassador for the Brand, both within and outside the boutique.
  • Deliver exceptional customer service and ensure a "wow" experience for all clients.
  • Manage customer service and client issues, involving the Area Manager as needed.
  • Implement an effective data capture and follow-up system for clients, prospects, and customer service interactions.
Team Management:
  • Directly manage boutique staff and oversee security guards.
  • Lead daily briefings, following established guidelines.
  • Conduct regular one-to-one meetings with sales staff.
  • Evaluate sales staff through the annual PMP process, setting objectives and KPIs according to guidelines.
  • Develop staff evolution plans, including benefits, bonuses, and career development.
  • Delegate operational activities and establish clear responsibilities within the team.
  • Communicate commercial actions, challenges, and incentives to the team.
  • Ensure the team is aware of and adheres to grooming guidelines.
  • Establish a training plan, in coordination with the Area Manager.
  • Develop a business-oriented approach and positive mindset within the boutique.
  • Implement guidelines to ensure compliance with sales, financial, and security procedures.
  • Analyze mystery shopping feedback and develop corrective action plans.
  • Organize CRM activities within the boutique, as per guidelines.
  • Propose and manage events to develop new clients, drive sales, and enhance the Piaget presence in the market.
  • Control the quality of the data base per sales staff.
  • Manage relationships and commissions with intermediates and third parties, according to guidelines.
  • Control boutique expenses, including discounts, gifts, and travel expenses.
  • Ensure accurate daily traffic counting.
  • Maintain the boutique's physical appearance, including lighting and furniture.
  • Control the quality of the stock, ensuring all pieces are handled with care and in perfect selling conditions.
Qualifications:
  • A minimum of five to seven years of prior management experience, with a background in luxury activities (retail or service).
  • Computer knowledge in Microsoft, with SAP knowledge a plus.
  • Passion for service and client orientation.
  • Excellent interpersonal, communication, organizational, and problem-solving abilities.
  • Ability to prospect outside the boutique.