Boutique Supervisor

Job description

Job Purpose:

The Boutique Supervisor is responsible for supporting and encouraging Senior Fashion Advisor & Fashion Advisor in providing the ultimate luxury customer experience, and assisting the Head of Boutique and Deputy Head of Boutique to achieve the mission of the brand.  This position plays an important role as a floor-in-charge for supervising and facilitating efficient day-to-day operations in the boutique. 

As a bridge between the Head of Boutique (HOB)/ Deputy Head of Boutique (DHOB) and the Senior Fashion Advisor (SFA)/ Fashion Advisor (FA), the Boutique Supervisor supports the execution of The Chanel Difference on the Boutique floor.

Vision :  The ultimate house of luxury defining style and creating desire now and forever

Mission:  

Dedicated to support the boutique team to engage the consumer of today and tomorrow to the brand by providing unsurpassed service to all our customers (internal and external), assisting the Head of Boutique & Deputy Head of Boutique in supervising high image standards in the boutiques at all times, and providing constructive feedback to the employee’s personal and professional development and growth.

Key Responsibilities:

·  Uphold the Image of the Brand
·  Assist the HOB/ DHOB to ensure that the SFAs/ FAs are aware of the importance of grooming and image, and set a professional example.
·  Perform regular inspection on boutique team’s grooming.
·  Uphold company image by conducting daily checks to ensure that window and in-boutique displays consistently reflect the essence of the seasonal line and are in accordance with the Chanel image.  Assist in the implementation and maintenance of all VM directives.
·  Ensure that the boutique environment is always in optimum condition.

·  Provide and Supervise the Delivery of Ultimate Luxury Customer Experience
·  Supervise and observe floor performances of SFAs/ FAs, provide prompt assistance in customer enquiries, and resolve problems and complaints quickly and effectively to ensure client satisfaction.  By observing closely on boutique floor, take a close interest in floor staff’s well-being, and actively provide feedback to HOB & DHOB.
·  Incorporate Client Service Values (CSV) in all service actions.  Demonstrate flexibility and adaptability on policies in order to get close to the customer's emotion. Support the team members in providing ultimate after sales service to customers.
·  Adapts communication styles in dealing with different boutique team members to achieve maximum results.
·  Act as an effective communication channel between HOB/DHOB and floor staff to foster open communication.

·  Be Client-centric
·  Monitor and enforce on client engagement and on building long lasting relationships with them. Provide feedback to HOB/DHOB on team performance on customer recruitment and retention.
·  Work with individual boutique team members to gain a thorough and personalized understanding of every customer segments , providing personalized services to them.  Maintain and develop CEM data for each client.
·  Motivate the boutique team to achieve excellent customer service standards via:
·  Mystery Shopping results
·  Client feedback
·  Handle returns and exchanges with a positive mindset

·  Monitor Proper Handling of Merchandise & Inventory
·  Direct regular cycle inventory count to ensure no inventory losses. Discrepancies, if they arise, must be reported in a timely manner as determined by the Boutique and/or Retail Manager.
·  Adhere to Company guidelines and ensure that proper controls are being followed to prevent stock losses, pilferage or damage.
·  Fully understand the replenishment system based on the boutique profile and business trends. 

·  Facilitate Day-to-day Operations
·  Assist HOB/ DHOB to ensure adequate supervision of boutique team on the sales floor.
·  Control and monitor customer traffic and staff in/out to ensure sufficient manpower on sales floor and operations efficiency.
·  Ensure the requirements in the Standard Operational Procedure are respected.
·  Verify transactions and daily cash counting to ensure accuracy.
·  Ensure daily sales and appropriate paperwork is accurately completed.  Reflect business trends through observation and regular reporting.
·  Assist HOB/ DHOB on the daily boutique opening and closing procedures.  Responsible for staff bags checking on every shift end.
·  Gather and provide HOB/ DHOB with qualitative information on customer trends / demands, competitor activity and merchandise movement to Fashion Management on a regular basis.
·  Improve floor operations efficiency by observation and proposing procedural improvements to HOB/DHOB.
·  Handle day-to-day Operations issues promptly and astutely, seeking direction and guidance from the HOB/ DHOB as needed.

·  Foster close partnerships
·  Promote teamwork and work closely within the boutique and with other boutiques.

Academic / Professional Qualifications

·  Secondary School Graduate.  University graduate is a plus

Work Experience:

·  Minimum 2 years’ relevant retail supervisory experience
·  Solid experience in retail industry
·  Previous working experience in fashion & luxury industry is definitely an advantage

Required Competencies:

·  Excellent customer service skills
·  Well-groomed with excellent interpersonal, teamwork & communication skills.
·  Open to feedback and able to deliver messages in a positive manner.
·  Good command of Cantonese, English and Mandarin
·  Computer literacy