Boutique Manager Mission: Responsibilities: Client Experience & Development People Development Profile: Recruitment Process – Validation Levels:

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

·  Drive performance to consistently achieve sales targets and KPIs, maximize business profitability
·  Analyze performance to identify business needs and turn them into individual actions and objectives
·  Lead the team to successfully implement and achieve business growth in new retail channels
·  Ensure operations comply with company policy while consistently improving the functioning of the boutique.
·  Maintain boutique image according to the brand’s standards
·  Build and maintain strong collaboration with stakeholders as well as office team

 

Client Experience & Development

·  Demonstrate leadership by playing an active role inside and outside the boutique through hosting clients, and ensure best personalized client experience is provided
·  Lead the team to host clients with the ability to establish strong relationships
·  Execute service excellence to increase client satisfaction and retain customer loyalty
·  Establish brand and boutique presence in the market, propose local events through continuous networking, capture competitive market share through community outreach
·  Influence team to strengthen Client Relationship Management (CRM) mindset, utilize CRM tools and analysis to enhance client experience
·  Manage client database by applying IWC’s guidelines

 

People Development

 

·  Identify and recruit new talents, compose and retain a high performing team
·  Lead by example demonstrating passion towards IWC, know our brand’s products, mission and value
·  Conduct in-store training, coaching and daily briefs
·  Build individual objectives and development plans
·  Conduct one-to-one coaching sessions to review performance and provide constructive feedback
·  Oversee annual review process for boutique staff, assess team and individual performances

 

Profile:

·  Strong entrepreneurial spirit, leadership skills and sales skills
·  Excellent communicator who is passionate in building relationship and networking, with strong social skills
·  High emotional intelligence and general education
·  Ability to positively lead, coach and develop talents / team members from different backgrounds
·  Ability to analyze selling reports, identify business trends, and react quickly to the needs of the business
·  Strong sense for client satisfaction, luxury experience, etiquette and human behavior
·  Manifest customer centricity mindset in all aspects of the business
·  Open and outgoing personality
·  Team player with good interpersonal competences and empathy
·  Fluent in local language and English and ideally one more relevant tourist language
·  4-5 years of boutique management experience or equivalent experience in hospitality
·  Applicants with background in luxury retail sales or hospitality preferred

Recruitment Process – Validation Levels:

·  Local Market: Retail Manager/Retail Director/Commercial Director
·  Local Market: Regional Brand Manager
·  HQ: CX/Training Team - Associate Director Global Client Experience
·  HQ: Global Retail Team - Retail Operations Manager/Retail Advisor