Boutique Manager - The Gardens

Passionate about the most dynamic markets in the region? Join us NOW as Cartier’s The Gardens Mall Boutique Manager in Malaysia!

HOW WILL YOU MAKE AN IMPACT?

The Boutique Manager will lead a large team to provide clients with exceptional and unique experiences by ensuring excellence in boutique operations and client service. Besides achieving or exceeding the boutique KPIs in terms of performance, the boutique manager will act as a true ambassador of the Maison, with clients and partners as well as with team members and peers.

Thanks to a strong entrepreneurial spirit, the boutique manager will work closely with the local office to propose and implement new initiatives to animate the boutique throughout the year and to actively develop the business by recruiting new clients and by nurturing our historical clients, especially our High-End clientele.

COMMERCIAL PERFORMANCE

• Develop a deep understanding of the competitive landscape, surrounding community, local trends etc
• Develop long term action plans to exceed boutique sales targets
• Identify & exploit existing/new opportunities for Cartier:
  • Across the local market
  • Across networks
  • Within the boutique
• Manage a sales unit to consistently achieve and/or exceed the KPIs defined by management
• Champion product categories performance through dedicated action plans
• Partner with VM teams on external / internal display & rotation plan to create brand excitement & boost commercial performances

CLIENT DEVELOPMENT & EXPERIENCE

Enhance client knowledge

• Define targeted action to improve data capture
• Promote and leverage clienteling tools to enrich the client database

Ensure a smooth client experience through an effective floor management

• Ensure business opportunities and client experience are maximized through efficient floor management

Identify and execute client development plan, clienteling initiatives and client follow up

• Champion clienteling activities to develop the client portfolio of the team
• Promote and leverage client experience related tools to develop the overall client satisfaction. Support the staff in the complaint resolution and ensure proper follow up to clients’ feedback.
• Develop action with local relevant communities / leverage VIPs as centers of influence
• Develop partnerships with commercial third-parties
• Leverage client knowledge to connect and engage with visitors, prospects and clients

Strategize, program and curate exceptional experiences to connect & engage with clients

• Partner with corporate office to leverage the BTQ as an experience center, through Maison related animations and Client special events. Identify, program and curate bespoke experiences throughout all client journeys/experience lines, including but not limited to: 

• Maison related animation Client special events, both offline & online 
• top class concierge & in-store hospitality services that are specific to the local market and client expectations

• Properly communicate to and prepare the team on the content of the above initiatives resulting in effectively engaging boutique visitors

LEADERSHIP

Inspire the team

• Act as an inclusive leader – ensure every team member is respected and has a voice
• Engage teams and regular communicate about maison's vision, strategy & common business goals
• Energize and animate through the year

Attract and develop a high performing team

• Actively source candidates & maintain a pool of talents through candidates 
• Partner with HR teams, sales coaches and/or L&D teams to define a development journey for each employees 
• Engage in learning by doing for the team by involving them in co-development exercises to solve boutique challenges 
• Lead the performance management processes 
• Provide regular feedback and coaching on the spot
• Ensure all new team members have structured on-boarding and define development journey related to Maison-DNA topics & Career paths

AMBASSADORSHIP & IMAGE

• Embrace the Maison DNA and Values and Lead by example
• Uphold boutique image by:
  • Supervising VM guidelines and all guidelines related to brand image
  • Partnering with corporate teams to ensure that the boutique meets Cartier standards through regular maintenance and cleaning

OPERATIONS & BUSINESS MODELS

Uphold boutique operations

• Guarantee proper execution of all procedures / compliance related activities
• Ensure successful inventory management
• Optimize boutique controllable operating expenses
• Manage partnership with third party / vendors

Constantly improve boutique flows

• Develop clear actions to constantly improve the overall boutique operations & flows in order to improve the client experience
• Promote a “continuous improvement mindset” by creating the conditions to collect feedback from the team on pain points and brainstorming on possible solutions, including but not limited to:

Promote new services & tools

• Promote knowledge & adoption of tools in an effective way
• Promote knowledge & adoption of new services in an effective way

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Bachelor's degree or equivalent
• At least 10+ years’ experience in luxury/hospitality industry – management roles
• Strong business acumen, organizational, and prioritization skills
• Client centric mindset
• Solid Experience with VIP clients
• Strong leadership to unite and nurture the team
• Fluent in English, Chinese is a plus

HOW DO WE KEEP YOU SMILING?

• A great opportunity to be an integral contributor of a dynamic commercial team to pave the accelerated growth of Cartier Malaysia
• Potential opportunities within Cartier and the Richemont Group to help you develop and take your career to the next level

YOUR JOURNEY WITH US:

• After being shortlisted, you will meet the Richemont Malaysia HR Team to get to know you
• You will then have the opportunity to meet with Cartier HRBP, Cartier Malaysia Country Manager, and Cartier Singapore & Malaysia MD to assess your fit to this role and give you as preview the team dynamics and company culture
• If you are the successful candidate, discover and immerse yourself in the Luxury Goods of the Maison