Boutique Manager

Key Responsabilities Boutique and Sales Management

• Responsible for the achievement of Boutique qualitative and quantitative goals through developing the local clientele and achieving or exceeding overall sales targets.
• Regularly monitor sales targets and KPI’s and implement action plans should there be shortfalls
• Demonstrate creativity, “thinking outside the box” in generating and hunting business for your store, and proactively network to identify new business and client opportunities.
• Develop, train and motivate boutique teams to achieve individual sales goals and client development.
• Demonstrate lead by example leadership by playing an active role on selling floor and on the spot coaching
• Drive development of the retail team to ensure succession planning and high retention rate, minimizing honey-moon leavers.
• Conduct regular touch bases to review associate performance and development in line with business strategies and propose action plans for improvement when needed
• Adhere strictly to Brand guidelines and ensure the team is well versed in upholding the brand equity.
• Recommend improvements to the management team in all aspects of the boutique operations/maintenance and monitor/ control boutique expenses within budget guidelines.
• Provide exceptional customer service surpassing clients’ expectations at every opportunity.
• Provide monthly reporting to the Commercial Director (sales, traffic, KPIs, follow up, missed sales, stock issues, CS, discount…) and propose corrective actions
• Review Mystery shopping results with the Commercial Director and Boutique Team and set up corrective action plans where necessary.

Customer Service / Customer Relation Management & PR Events

• Coach and Train the boutique team to deliver Panerai selling ceremony, always ensure the highest level of service to the clients.
• Curate a positive atmosphere within the boutique; optimistic, constructive, helpful, confident, building genuine relationship with Clients.
• Ensure all clients including prospects data are effectively captured and constantly monitor team progress and coaching where needed.
• Attend to all client requests and concerns in an efficient and professional manner.
• Maintain consistent, uncompromising high standards of service and presentation according to brand guidelines.
• Actively initiate and propose relevant client activations and initiatives to be considerate of any boutique opportunities.
• Work closely with Marketing and CRM to build and implement good returns client engagement programs for the store
• Work closely with the Communication team to initiate and/or coordinate regular events to promote and enhance boutique awareness, drive instore traffic and purchase desire with existing and new clientele

Team Management

• Lead by example, coach, train, motivate and role playing, always with a high degree of professionalism
• Coach your staff “on the job” and make sure they have appropriate trainings to achieve their targets in terms of sales, KPI’s
• Leverage on training programs to improve individual and team performance
• Develop and maintain positive relationships with team by understanding and addressing individual motivation, needs and concerns
• Maintain a cohesive, cooperative work environment through day to day management and motivational activities
• Validate the rostering and take a hands-on approach to staffing, time off management, and overtime management
• Training: Plan training with Retail Performance Manager, voice up training needs to headquarters, follow up on training via individual staff performance and career progression
• Ensure boutique daily sales and traffic are accurate, correctly counted and reported on a day-to-day basis

Visual Merchandising

• Oversee store visual merchandising making sure it is in line with brand direction and business trend
• Implement and follow all standards as per the Boutique Visual Merchandising guidelines
• Actively ensure merchandise presentation always reflects VM standards and general cleanliness of the boutique
• Implement and follow all standards as per the Boutique Visual Merchandising and staff uniforms guidelines

Inventory Management

• Ensure accuracy in all inventory management in accordance with Group and Brand compliance
• Ensure that all inventories are always properly accounted for and secured
• Fluent in compliance procedures, ensure staff is 100% trained and aware of compliance procedures, reinforce compliance through training and daily briefings

Requirements

• Minimum 10 years’ experience in luxury goods retail, preferably luxury watches, with managerial experience in sales and customer service
• Strong leadership, ability to build trust and respect with the team, well organized, able to delegate, strong client marketing
• Strong communication skills and able to work with cross functions, implement projects and manage change
• Ability to motivate others, has a “team player” spirit and the ability to work well within a group/team dynamic
• Strong interpersonal skills poised and composed with clients and staff, reliable and independent, outgoing and social, ready to take initiative, sales driven
• Proficiency in Microsoft Office an advantage