Roger Dubuis Retail Manager

MAIN TASK

The Retail Business Manager is responsible for the overall management of the Retail Boutiques (including external boutiques by partners) to guarantee profitability, Brand recognition, superior customer experience and team development by exceeding sales targets, create excellent brand presentation and ensure customer satisfaction.

KEY RESPONSIBILITIES

(The following are applied to both internal and external boutique except as otherwise noted)

1. Clienteling & Business Development

• In coordination with the marketing team, ensure the development of CRM capabilities aiming at greater customer retention, acquisition and satisfaction.
• Conduct a client portfolio management at Retail level consistent with the Brand image, developing clienteling programs. (prospects, VIPs, loyalty campaign…)
• Propose local events, tie-up initiatives, advertising opportunities and promotions.
• Develop external relationship to ensure maximum exposure of the brand.
• Represents and acts as an Ambassador of the Brand during international and local events.
• Support External Boutiques for Clienteling and Development planning and execution above.

2. Drive sales

• Achieve monthly and yearly turnover (including deposit) and KPI targets set by the brand.
• Define and track retail KPI’s and CRM equation on a daily basis: Traffic / Presentation / appointment  etc…)
• Complete daily and monthly reporting to analyse business trends and needs.

3. Retail operations

• Reach Boutique operational requirements by scheduling and assigning Sales Associates accordingly.
• Plan, manage and execute Brand’s VM activities for the Boutiques, in coordination with the marketing team.
• Ensure the Boutique image follows the standards set by HQ (cleanness, merchandising, team uniforms)
• Manage Boutique stock and sales tools: review stock levels, ensure proper products assortment and follow up replenishment.
• Provide high standards in client service and after-sales.
• Responsible for the Boutique administration by following the guidelines (cash flow, shipments, repairs, security).
• Work with business partners (Lamborghini, VIP departments of banks, service firms, etc...) to plan and execute events and activations to attract customers to the boutique to build Ultra HNWI's clientele.

4. Team Management & Development

• Ensure team understands the overall objectives and strategy of the Brand, as well as company policies and procedures.
• Set goals for all Sales Associate and review their performances.
• Recruit, select, develop and organize the training of Sales Associates.
• Ensure talent retention and set actions for staff development.

PROFILE

Education: 

• University degree

Experience:

• Min. 5-year experience in luxury retail business (Watch and jewellery industry preferred)
• Implementation/ management of Sales targets / KPIs
• Background in sales, luxury retail, banking, automotive, high-end hospitality industries (experience within luxury watches and high-end jewellery industries highly desirable)

Skills required:

• Language: Japanese full proficiency; business English is a great plus
• Strong Communication and Negotiation skills
• Knowledge of the luxury industry and our competitors
• Analytical and numeral skills
• Excel, Word, PowerPoint

Behavioural competencies:

• Dynamic, open minded, proactive
• Entrepreneurial mindset with proactive business acumen
• Customer oriented and end-client focused
• Problem solving attitude
• Available to travel in Japan (Monthly basis)

Knowledge & Skills:

• Strong knowledge of the luxury industry and our competitors
• Demonstrate the ability and willingness to make a difference and challenge the status quo
• Entrepreneurial mindset with proactive business acumen
• Exceptional interpersonal skills and experience working with a diverse client base
• Ability to communicate effectively and positively to a range of different business stakeholders