Boutique Manager

Job description

Mission:

The IWC Boutique Manager is responsible of leading all activities to achieve business objectives and to build a supreme service culture. He/She will be an inspiring leader with high passion in networking and community building. He/She can run the business in a self-dependent way performing high integrity. He/She can drive and manage the boutique sales, staff, clients and operations. The IWC Boutique Manager will play a critical role in the organization and representation of the brand by promoting its values within the market.

 

Responsibilities:

 

Business Performance & Operations

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Drive performance to consistently achieve sales targets and KPIs, maximize business profitability

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Analyse performance to identify business needs and turn them into individual actions and objectives

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Lead the team to successfully implement and achieve business growth in new retail channels

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Ensure operations comply with company policy while consistently improving the functioning of the boutique.

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Maintain boutique image according to the brand’s standards

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Build and maintain strong collaboration with stakeholders as well as office team

Client Experience & Development

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Demonstrate leadership by playing an active role inside and outside the boutique through hosting clients, and ensure best personalized client experience is provided

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Lead the team to host clients with the ability to establish strong relationships

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Execute service excellence to increase client satisfaction and retain customer loyalty

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Establish brand and boutique presence in the market, propose local events through continuous networking, capture competitive market share through community outreach

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Influence team to strengthen Client Relationship Management (CRM) mindset, utilize CRM tools and analysis to enhance client experience

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Manage client database by applying IWC’s guidelines

People Development

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Identify and recruit new talents, compose and retain a high performing team

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Lead by example demonstrating passion towards IWC, know our brand’s products, mission and value

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Conduct in-store training, coaching and daily briefs

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Build individual objectives and development plans

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Conduct one-to-one coaching sessions to review performance and provide constructive feedback

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Oversee annual review process for boutique staff, assess team and individual performances

Profile:

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Strong entrepreneurial spirit, leadership skills and sales skills

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Excellent communicator who is passionate in building relationship and networking, with strong social skills

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High emotional intelligence and general education

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Ability to positively lead, coach and develop talents / team members from different backgrounds

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Ability to analyse selling reports, identify business trends, and react quickly to the needs of the business

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Strong sense for client satisfaction, luxury experience, etiquette and human behaviour

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Manifest customer centricity mindset in all aspects of the business

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Open and outgoing personality

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Team player with good interpersonal competences and empathy

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Fluent in French and English and ideally one more relevant tourist language

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4-5 years of boutique management experience or equivalent experience in hospitality

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Applicants with background in luxury retail sales or hospitality preferred