Boutique Manager Midtown

Job description

MAIN PURPOSE

The Boutique Manager will be in charge to manage a sales team and execution of operational and administrative responsibilities of a Montblanc Boutique maintaining standards of a luxury brand with excellent customer service, product knowledge, alignment with compliance, personal presentation and great teamwork. The Boutique manager oversees all aspects of the retail boutique operations and lead sales team.

KEY RESPONSIBILITIES:

 

Sales and compliance

 

·  Accountable of the whole Boutique Plan with positive results, impact and development.
·  Responsible for meet monthly sales budgets and growing the results.
·  Able to diagnose opportunities to execute weekly and monthly sales plan to reach sales objectives.
·  Daily briefing to align the team to reach sales objectives.
·  Responsible of timing and accurate reporting in sales, stock and CRM.
·  Assisting on the Boutique sales floor as needed to coach the team, welcoming clients, presenting new collections, escorting clients to the door, etc.
·  Analyzes the store’s retail performance KPIs (UPT, AUP, AVB, conversion rate), identifies business opportunities and establishes action plans.
·  Responsible of audit results, net promoter score, mystery shopper results.
·  Process bank deposits an perform cash registers, daily reconciliations.
·  Ensure secure and accurate use of cash register, including the opening, balancing, checking and closing.
·  Ensure prompt ordering of stationery and boutique supplies.
·  Develop and maintain expert standards of product knowledge.
·  Strong knowledge of competitors and stays updated on the luxury industry.
·  Understand type of customers and product categories in order to monitor sell thru in the Boutique.
·  Analyze sales stock to ensure the Boutique has the ideal stock depending on its cluster.
·  Inventory executions, report and control through SOVIA tool.
·  Manage and controls product inventory. Follow up on shortages and prevent with a business perspective.
·  Manage along with Marketing team and supervise special activations, events, campaign launches, inside/outside the Boutique.
·  Profit management, petty cash and money laundry processes.
·  Work closely with ROM to follow up Boutique plans and ensure operational processes in the Boutique.

 

Customer Experience / Customer Relationships

 

·  Customer obsessed. Establish and maintain a strong client relationship.
·  Always provide a high level of customer service and make sure their team are committed to give a high level of service, including prompt response to client requests/complaints.
·  Handle and supervise that all text messages with clients are sent in a professional manner.
·  Keep accurate control records of all customer repairs (make sure the Boutique sends repairs to SAV and communicate repairs status to clients on time).
·  Protect and assure a professional use of data information.
·  Prospect new clients. Follow up CRM objectives.
·  Support the team in close sales of HA pieces.

Reporting:

 

·  Daily preparation of sales objectives and communicate to the team.
·  Analyze sales performance reports.
·  Monitor and measure KPIs results and share with the team in order to state a strategic plan.
·  Provide relevant weekly analysis regarding Boutique sales results in order to state a strategy and establish action plans to gain sales objectives.
·  Share best practices with the team and in weekly meetings.
·  Palacio de Hierro invoicing reporting if apply.

Trainings:

 

·  Responsible for communicating, training and coaching the team.
·  Responsible for developing sales associates to became HTI ambassadors.
·  Train and coach the team on the retail signature ceremony and the best clientelling practices.
·  Connect, engage and inspire customers.
·  Weekly follow up in MeApp, e-learning and team trainings

 

Team Spirit

 

·  Recruit, develop, train and coach the boutique team.
·  Strong communication with the team to align brand and Boutique objectives.
·  Set individual and store objectives to coach and develop the team.
·  Proactively identifies and hires new talent that will continue to elevate the business.
·  Motivate the team and promote a positive and supportive work environment.
·  Continuously encourage, coach, and provide qualitative feedback, using reward and recognition as well as performance management process to improve team engagement.
·  Connect, engage and inspire your team.

 

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