Senior Area Manager, Retail Boutique Management

POSITION SUMMARY

The Senior Area Manager, Retail Boutique Management leads the retail team in Boutiques within his/her area management to achieve and maintain a position of Retail Leadership in the market.

He or she does this by constantly inspiring and elevating the professionalism of the Boutique Management (and consequently their teams) to be “best in class”. He or she also ensures that all boutiques adopt a client-centric culture –sales and service driven- through sharing best practices, communicating openly and collaborating effectively.

Her/She is further required to understand and fine-tune (in consultation with Retail Director and support from Retail Office) the different profiles and formulating strategies of each boutique from a portfolio management perspective within One Network, and take this into consideration when implementing processes, policies, initiatives in partnership with the BMs each boutique.

Last but not least, he/she is also a champion and advocate for experiential retail, chartering the new frontier for Cartier to be the first class Maison and leader in Luxury New Retail.

ASPIRATION

Engage the clients of today and tomorrow to the brand by providing unsurpassed service experience to all customers (internal and external) in ensuring high image standards in the boutiques at all times while being committed to the employee’s personal and professional development and growth.

HIERARCHICAL REPORT

The position reports directly to Retail Director, Hong Kong, spending at least 70% of his/her time in the field.

RESPONSIBILITIES

Leadership, Management and Development of Staff

• Fosters a culture of uncompromising excellence in the frontline teams: ensures that retail team members are engaged, motivated and performing their duties in accordance with the Maison’s vision and mission.
• Devotes a significant amount of time to people development, with focus on the Boutique Management team to support them in effectively leading a “self-managed” boutique, to become inspirational leaders and brand advocates through mentoring, coaching and being positive role models.
• Advises the Retail Director on succession planning and on developing Boutique Managers (and their deputies) through the identification of their strengths/weaknesses and developing individual development plans and career aspirations for each Boutique Manager (and their deputies).
• Identifies and implements ways to empower and as well as engage and inspire his or her boutique management to surpass the expectations of customers.
• Has a good handle on retail manpower needs and works closely with ODHR in making hiring decisions and proactively help to find and retain talent.
• On the long term - provides recommendation on how a boutique structure should evolve in order to meet the business needs.

Build a Client-centric Retail team

• Drives Boutique Management to adopt Client Service Values.
• Effectively cultivates and sets high standards in all aspects of client service. Foster a professional and customized, one on one service when possible.
• Works proactively to set the client strategy with the Marketing Team. Provides important insights into Customer Trends & Behaviors.

Translate Business Strategy specifically to boutiques within management area

• Provides direction and vision by boutique with a deep knowledge of city or market conditions.
• Identifies business opportunities and market initiatives by being sensitive to luxury retail environment, competitor’s landscape and client trends and needs.
• Works with the Retail Director to define strategic business plan and bridges between the Retail and cross function departments and Corporate Divisions within the organisation.
• Partners with Marketing to analyze CEM reports and/or Customer insights & surveys so as to build qualitative action plan by Client Segment, identifying risks and opportunities.
• Works closely with the Product team to support the “offer by boutique” initiative. Participates in defining product selection and offer to reflect the boutique business strategy.
• Works with ODHR and provides timely and thorough insights on commission/incentive schemes to motivate the team, to enhance our competitive advantage within the market.
• Is accountable for boutique Staff productivity and cost management.

Uphold the image of the brand (Visual Merchandising + Boutique Maintenance + Grooming)

• Instills an uncompromising culture amongst boutique teams towards upholding the image of the brand through Visual Merchandising, Boutique Maintenance and Staff Grooming.
• Communicates retail needs to VM team to ensure balance between Image, Business and Client needs.
• Role models as an ambassador of Cartier in terms of communication, behavior and grooming, whether with internal or external customers, thereby inspiring the retail teams to do the same.
• Nurtures good relationships with landlord, PR, Media and local public authority (if applicable)

Improves Boutique Operations Efficiency / Retail Performance

• To leverage on support of Retail office team and other departments resources in order to improve work processes.
• Work as Business Partners across teams (retail & corporate) for all to achieve retail excellence and performance.
• Enhance boutique’s operation efficiency and effectiveness.
• Ensures SOP are constantly updated with the support of Retail Ops and closely followed at the frontline.
• Partners Finance Department to regularly review internal controls with regards to protection of company assets, and prevent losses.

Required competencies

• Education & Qualifications
  • Watch and Jewelry / Fashion / retail / luxury background definitely an advantage.
  • Minimum 10 years of experience in retail management role – of which the last 2 is for a team of no less than 30 people.
  • University degree required.
• Specific competencies

• Image and Merchandising - including interest in Watches and Jewelry and Fashion.
• Leadership and Management - including excellent communication/presentation skills
• Client Service
• Operations Management
• Business Acumen
• Adaptability and learning agility
• Team player - collaborative
• Languages: English (mandatory); Either Cantonese or Mandarin (mandatory)

Key Stakeholders & Interactions

• Internal - Within Cartier HK office, Regional Office, HQ, Retail Office Team, ODHR, L&D, Customer Service, Supply Chain and other related parties.
• External - Landlord and Clients