Retail Manager

Key Responsibilities 1. Retail Performance & Sales Management

• Drive sales performance and achievement of annual, quarterly, and monthly targets across all locations (The Grove ADH, Mall of the Emirates, Qatar, South Africa).
• Monitor KPIs including sales, productivity, conversion rate, average transaction value, units per transaction, CRM performance, and client retention.
• Analyze business trends and implement action plans to maximize sales opportunities.
• Conduct regular performance reviews with boutique managers and retail teams.
• Ensure consistent execution of commercial strategies and retail initiatives.

2. Boutique Operations

• Oversee daily operations of all boutiques and POS locations.
• Ensure compliance with company policies, procedures, and operational guidelines.
• Maintain excellence in store presentation, visual merchandising, housekeeping, and security standards.
• Monitor inventory management, stock accuracy, and stock movement.
• Ensure efficient management of repairs, after-sales service, and customer requests.

3. Client Experience & CRM

• Champion an exceptional luxury client experience across all markets.
• Ensure consistent application of clienteling and CRM strategies.
• Monitor client acquisition, retention, reactivation, and database quality.
• Support boutique teams in developing relationships with top clients and VIPs.
• Review client feedback and implement improvement initiatives.

4. Team Leadership & Development

• Lead, coach, and develop boutique managers and retail teams.
• Establish clear objectives and performance expectations.
• Conduct regular store visits, coaching sessions, and performance evaluations.
• Identify talent and succession planning opportunities.
• Foster a culture of accountability, teamwork, and continuous improvement.

5. Dealer & Partner Management

• Act as the primary retail contact for the dealer-operated boutique in Qatar and the POS in South Africa.
• Ensure partner compliance with brand standards and operational requirements.
• Conduct regular business reviews with dealer management.
• Monitor sales performance, stock levels, client development, and staff training.
• Support dealers in implementing brand initiatives and commercial programs.

6. Retail Excellence & Brand Standards

• Ensure boutiques consistently reflect the brand’s luxury positioning.
• Conduct retail audits and implement corrective action plans.
• Monitor mystery shopping results and client satisfaction metrics.
• Ensure compliance with visual merchandising, product display, and service standards.
• Coordinate implementation of new retail concepts and brand guidelines.

7. Inventory & Product Management

• Collaborate with supply chain and merchandising teams on stock allocation.
• Monitor inventory health and product availability.
• Optimize stock rotation and replenishment.
• Identify risks related to slow-moving stock and propose corrective actions.
• Support product launches and special editions allocation strategy.

8. Events & Commercial Activations

• Support planning and execution of boutique events, product launches, and client activations.
• Ensure boutiques effectively leverage events to generate sales opportunities and strengthen client relationships.
• Monitor event ROI and follow-up activities.

9. Reporting & Business Analysis

• Prepare weekly, monthly, and quarterly retail performance reports.
• Present business reviews and recommendations to Regional Management.
• Identify opportunities and risks through data analysis.
• Provide market insights and competitive intelligence.

10. Cross-Functional Collaboration

• Work closely with Commercial team (HQ), Marketing, CRM, Finance, Supply Chain, HR, and Customer Service teams.
• Ensure alignment between commercial objectives and retail execution.
• Support implementation of regional and global initiatives.

Key Performance Indicators (KPIs) Commercial

• Sales target achievement (%)
• Boutique profitability
• Average transaction value
• Conversion rate
• Units per transaction
• etc...

Client Development

• CRM capture rate
• New client acquisition
• Repeat purchase rate
• Client retention rate
• VIP client engagement

Operations

• Inventory accuracy
• Audit compliance score
• Mystery shopping results
• Service quality indicators
• After-sales service turnaround

People

• Employee engagement
• Staff turnover
• Training completion
• Individual development plans
• Succession readiness