Reference Code:  102308

Boutique Manager

Hong Kong, HK, HK

Permanent
  
  

Shaped by our founding story and inspired by the people we work with, we seek individuals who stand up for what they believe in. As a company, we are bold and dynamic, driven by passion and excellence. Together, we think and act future-oriented, continue to innovate, and push boundaries in a traditional industry. With us, you can be your true self. «We Empower, we Exceed, we Engineer».

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:

  1. Local Market: Retail Manager/Retail Director/Commercial Director
  2. Local Market: Regional Brand Manager
  3. HQ: CX/Training Team - Associate Director Global Client Experience
  4. HQ: Global Retail Team - Retail Operations Manager/Retail Advisor