Deputy Manager

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

MAIN PURPOSE

As an Ambassador of the Maison, they efficiently assist the Boutique Director to develop and optimize the boutique performance and profitability by managing the boutique team, ensuring excellence in the operations and client service. In the absence of the Boutique Director, they are responsible for taking the leadership of the boutique, ensuring its follow-up, compliance, and effectiveness.

KEY RESPONSIBILITIES

Key Responsibility 1:

OPERATIONS & BUSINESS MODELS.

OPERATIONS:

Organization:

• Creates the monthly work schedule for the boutique personnel and makes sure of covering the needs and scheduled activities. .
• Assists Boutique Director with staff scheduling creation, as needed.
• Oversees daily boutique activities to maximize staff efficiency, on time and form.
• Ensures that the staff and the boutique have the necessary tools.
• Manages that all the necessary tools and inputs are at optimal levels.
• In charge of the follow ups of the reported technical mishaps.

Cash register and expenses control:

Compliance of policies and procedures:

• Controls and manages the cash register (Masaryk & Artz)
• Manages the purchase of the operational inputs to ensure a proper supply: stationary, packaging, beverages for costumers.
• Manages the level of expenses and controls unnecessary expenses.
• Fulfillment of Cartier’s and Richemont’s policies and procedures:
• Responsible of the control and management of auditable documents.
• Makes sure that the important paperwork is organized.
• Manages that the daily closure reports are correct on a financial and auditable level.
• Ensures every sale is within the legal and fiscal framework.

Boutiques Look & Feel:

• Responsible of the appearance and maintenance of the boutique.
• Manages the external cleaning staff to ensure a correct cleansing of the boutique.
• Performes the maintenance reports on time and form.
• Does the suppliers visits follow ups.
• Makes sure that the decorative objects and floral arrangements are qualitative and provide a warm and welcoming environment for the customer.

Inventory management:

• Ensures an adequate level of merchandise stock and validates their optimal conditions for sales.

• Maintains inventory and controls the boutique stock, managing own stock and discrepancies.
• Prepares and executes the monthly cycles and the follow up of the necessary adjustments.
• Shipping/receiving of merchandise under the required policies, maintaining the safety of the pieces.

Key Responsibility 2:

COMMERCIAL PERFORMANCE

GOAL ACHIEVEMENTS

• Motivate and support the sales team to consistently achieve or exceed the sales objectives.
• Assists the director to implement along each associate, experiences according to the type of client (dates, events, experiences, “Chez Cartier”).
• Develops a strong knowledge of the boutique business and evaluates the local market opportunities to implement a proactive and effective sales strategy.
• Interacts and supports the client advisors by being on the sales floor accompanying them through the sales closures (coaching on the spot).
• Works hand in hand with the boutique director and the client advisors to implement CRM strategies and improve the recruitment of new clients and the loyalty of customers.
• Engages in the recruitment of clients for events.
• Develops and establishes a long lasting and sincere relationship with clients.
• Works with the different departments and managers to seize: the business analysis, the sales expectations and the launching goals as growth opportunities.

Key responsibility 3:

CLIENT DEVELOPMENT & CLIENT EXPERIENCE

CUSTOMER SERVICE

• Trains and monitors the staff so that their Sales Ceremony meets the standards of the Maison.
• Ensures that the team delivers an exceptional client experience, maintaining the highest level of courtesy and professionalism through Cartier’s Sales Ceremony.
• Ensures that the advisor’s desks and client areas are organized, cleaned, and worthy of comfortably receiving clients.
• Ensures that the beverage service offered to the clients, meet luxury standards.

CLIENT RELATIONS

• Ensures that the advisors work on the development of long-term client relations, resulting in better business opportunities. (Getting to know our clients).
• Models the behaviour of the luxury experience and maintains a regular presence in the boutique.
• Has a complete comprehension of the relevant market and the customer demography.
• Has a strong knowledge of suitable places and experiences worthy of recommending to our clients and is capable of acting as a concierge for them.
• Aids the boutique Director to implement and monitor the ROI programs and CRM actions.
• Acts as a Maison ambassador.
• Aids the boutique Director to establish direct contact with the VIP clients, and/or acts as a Maison ambassador while representing the Maison in meetings, events, charity dinners and other activities related to work.

Key responsibility 4:

LEADERSHIP

MANAGEMENT AND DEVELOPMENT OF THE TEAM

• Motivates and supports the Boutique staff offering guidance and assistance as needed. (ex. promoting constant feedback & coaching on the spot)
• Along with the boutique Director, regularly conducts team meetings (briefing) ensuring that the staff is aware of the tasks, targets and opportunities.
• Gives feedback regarding fulfillment of polices, processes and client service, that give as a result the creation of plans of action.
• Provides the boutique Director with qualitative feedback regarding the team performance as for the level of client service and sales, so that he can carry out the monthly OTO.
• Aids in the process of performance management throughout the individual meetings regularly scheduled with the boutique Director.
• Evaluates the individual potential of the client advisors and suggests development opportunities with the boutique Director, HR and L&D.
• Responsible of creating a positive and united work environment amongst all staff.
• Ensures that every new member of the team has a structured inclusion so that he/she can learn every aspect of the culture and the operations of the Maison, along with L&D and other relevant departments.
• In charge, along with the boutique Director, of the onboarding of new team members (tools, accesses, etc).

Key Responsibility 5:

AMBASSADORSHIP & IMAGE.

• Embrace the true value of the Maison DNA and Values and Lead by example”.
• Uphold boutique image
• Supervise VM guideline and ALL guidelines related brand image (ex. Grooming).
• Partner with corporate teams to ensure that the boutique meets Cartier standards through regular maintenance and cleaning.

PERFORMANCE INDICATORS

STOCK MANAGEMENT

• Organization and preparation of the daily cycle counts and general inventory.
• Delivery of the cycle counts in time and form.
• Report and prevention of the stock control (shrinkage and shortage)
• Responsible for the safety handling of the merchandise that goes in and out of the Maison.
• Carries out and receives the transfers in time and form.

BOH – BACK OF THE HOSUE

• BOH Organization
• Maintains and demands an excellent level of cleanliness.
• Maintains an adequate level of packaging and stationary supply.
• Maintains important documents in the boutique correctly organized.

CASH AND FINANCE OPERATIONS

• Informs and does follow ups with Richemont regarding financial affairs.
• Delivers cash reports in time and form.
• Controls the boutique operational expenses.

TEAM MANAGEMENT

• Boutique staff schedule organization, according to the activities and needs of the boutique.
• Organization and administration of the meetings calendar.
• KPIs Board Update.
• Sickness and inabilities report to HR.
• Manages along the boutique Director, the personnel’s vacation plan.
• Manages extra hours payments.

HOSPITALITY AND OTHER SERVICES IMPACTING CLIENTS

• Adequate management of level of beverage supplies.
• Manages condition of client tableware.
• Checks the visual aspect of furniture and boutique maintenance.

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