Boutique Manager/ Assistant Boutique Manager

MAIN PURPOSE

KEY RESPONSIBILITIES

1. Sales:

•           To achieve monthly and annual sales targets

•           To respect the brand’s discount policy

•           To optimize relevant sales indexes:  in-shop traffic, conversion rate, average ticket sales and unit per ticket

2. Action Plan and Strategies:

•            To participate in the setting of boutique’s action plan, and to drive for delivery

•            To monitor, analyse and report on the boutique/staff MTD & YTD performance

•            To report on threats and opportunities in terms of inventory, product ideas, service, marketing, promotions, and to take part in the setting, and be responsible for the implementing and monitoring of relevant action plan

3. Brand Ambassador:

•            To represent the brand name inside and outside the boutique, and be               responsible for external relationships of the boutique

•            To develop the customer base, especially for VIP with SG$ 200k+ purchases

•            To drive Be-Spoke (“Made To Order”) service

4. Boutique and Staff Management:

•           To optimize the appearance and maintenance of the boutique

•           To ensure installation and coordination of necessary support functions:  IT, VM, CS

•           To ensure continuous profitability of the boutique in terms of discount,    overhead, commission and premiums

•           To manage inventory in accordance with the brand’s guidelines as well as legal procedures and rules

•           To recruit, train, coach, evaluate and develop the boutique staff

•           To set forth, and drive for accomplishment, of monthly/annual Individual Goals and Objectives of the staff

•           To lead by example, and to motivate the boutique staff to optimize service and results

•           To ensure the staff’s compliance with the brand’s guidelines and operation procedures, with clear accountability per staff per mission

•           To ensure proper attire, grooming and behaviour in accordance with the brand’s guidelines

5. Customer Relations Management:

•           To optimize customer service in accordance with the brand’s standards

•           To optimize customer base in terms of quantity and quality

6. After Sale Service:

•           To implement the brand’s service strategy,

•           To handle all customer’s enquiries and complaints

•           To maximize conversion from SAV to sales

EVALUATION CRITERIA

Achievement of the Boutique’s objectives in terms of:

• Gross & Net Sales
• Customer Data Base:  size, percentage of acquisition, completeness of information
• Customer Relationship Management:  R-F-M (average Recency of last visit, Frequency of visit, Money spent per visit), mix of active clients, mix of revenue generated by new clients AND # of high sales tickets (# of SG$ 200k+ items sold per month/year)
• Level of Customer Satisfaction (Mystery Shopping)
• Consumer Discount Control
• Selling Expenses
• Inventory Management

Staff Improvement in terms of

• Achievement of Individual Objectives of the team, from Boutique Manager to Sales Associates
• On-going Coaching to the team
• Turn-over (dismissals, if applicable)
• Transfers
• Promotions

•           Respect for the Roger Dubuis image (customer service, boutique appearance and maintenance)

REQUIREMENTS

• At least 8 years of retail frontline operations experience including a minimum of 2 years in managerial capacity, preferably gained in luxury market
• Fluency in English and Mandarin to converse with Chinese clients. Other regional or foreign languages are a plus.
• Strong interpersonal skills and managerial skills
• Good analytical skills, detail-oriented, good planning and organizing skills with ability to cope with changes
• Mature, self-motivated, outgoing
• Diploma or Graduate is preferred but not a must.