Reference Code:  67621

IWC - Boutique Operations & CS Coordinator, NEW BATTERSEA BOUTIQUE OPENING

London, LND, GB


Our strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions. No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled: In the end, together we always make it happen!

IWC – Boutique Operations & Customer Service Coordinator

(Permanent, Full-Time)


Based in:        IWC Boutique, Location Battersea (new internal boutique opening in Battersea Powerstation Shop Center)


Mission:         This position is integral to ensuring the optimum operational and administrative efficiency within the London Flagship boutique.


The role encompasses responsibility for the Customer Service, Inventory Management, Banking and BOH, as well as CRM activities and phone sales



Inventory Management

  • Correct movement of watches and accessories in/out of the boutique.
  • Quality Control, registration, organisation, and protection of stock inventory
  • Weekly communication with management of stock requirements
  • Stocktakes: prepare, lead, and manage; follow-up any investigations and adjustments with back-office retail team
  • Monthly stocktake (with Management) for watches, accessories, and customer service  
  • Stock control accuracy; objective 0% discrepancy value and quantity
  • Red lights: monitor and clear
  • Manage in/out consignment process and the PR/Press requests for shoots
  • Regular communication with local logistics (RLA) to ensure procedures are followed
  • Responsible for signing for deliveries, booking the stock in and informing the boutique team/management what has been received
  • Responsible for Ship from store and E-com sales coordination


Customer Service

  • In charge of CS coordinator activity and support in the case of difficult situations.
  • Oversee registration, processing and collection of both stock and client repairs
  • Management of anomaly reporting and monthly inventory/reconciliation of all repairs,
  • Ensuring that the team learns and executes pre-approval (must be above 80%)



  • End of day report for finance, petty cash; cash banking/G4S. Communication with finance regarding procedures, issues, outstanding deposits/credits.

POS Procedures

  • Fully master the POS procedures to support both the sales team and ensure audit compliance; (all tender type processing/policy, tax exemption, bank deposits, change requests, daily paperwork, red lights, sales recognition, telephone order, remittance, reservations, and proper preparation of insurance valuations)


Phone Sales/CRM

  • Responsible for all phone sales; main point of contact for the concierge team (CRC).
  • Monthly follow-up of designated clients with agreed objectives set by the DBM
  • Prospect generation and client conversion from phone sales and customer service
  • Liaise with other boutiques and departments such as PR, Merchandising, Executive Offices, Help Desk, as required.


Back of House

  • Assist with daily store set up / pulling of showcases and visuals
  • Daily replenishment of shop floor accessories (straps) and client tools (stationary, CRM data cards; tills charged etc) and fully stocked refreshment stations (milk, water)
  • Daily client’s straps orders and follow up
  • Order and supply of boutique requirements (water, coffee, candles, stationary, fruit.)
  • Maintain a high standard of back-office organisation to (including all paperwork /receives are placed daily in the right place)
  • Boutique maintenance, in case of any faults communicating directly with our external companies (e.g ECMS)


Front of House

  • Assist with daily store set up / pulling of showcases and visual checks
  • Assist with client welcome, customer service and client sales
  • Support sales team with sales activities
  • Support boutique client events




  • The candidate must have an experience of luxury retail experience within the UK
  • Must have experience in a back-office boutique environment and a minimum, a strong understanding of shop-floor dynamics is a must
  • A deep understanding of watches is required alongside with experience within a luxury brand
  • Agile learner, multitasking capacity and efficiency are keys for the role; a good understanding of Excel is a plus



As a significant member of the IWC community, you are also part of a much bigger family at Richemont.

We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development.


We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

1st Stage – After your application has been selected, our recruitment team will reach out to you within 2 weeks to conduct an introductory call

2nd Stage – Interview with the Line Manager

3rd Stage – Interview with the HR Manager