Reference Code:  68883

Boutique Manager

Kuala Lumpur, 14, MY


About the job
As a House of Connoisseurs in Fine Watchmaking, Vacheron Constantin has, at no time in its 260-year history, ever stopped creating, enhancing, and reinventing itself. This manufacture reveals each timepiece with a technical signature and distinctive look.
Throughout the Maison's universe, our collaborators from different horizons share with passion a common objective: to reach the perfection we are proud of and known for. At Vacheron Constantin we believe that our employees are unique, and every moment of our career path is part of an exceptional employee experience. Our goal is to always put people's achievements first, by ensuring employability, opportunities, and transparency.
Discover new challenges and be part of this adventure where the spirit of excellence, belonging, exploration, and fulfillment drive us.

Be One of Not Many

Should you be attracted in playing a vital role in elevating the brand’s client experience and be an Ambassador of the Maison, responsible of the development and optimization of the boutique operations by leading and motivating the boutique team to drive sales performance, while maximizing sales and profit potential of the boutique, with relevant experience in these fields, this opportunity might just fit with your aspirations!

The Vacheron Constantin Boutique Manager is an Ambassador of the Maison, responsible of the development and optimization of the boutique operations by leading and motivating the boutique team to drive sales performance and ensure outstanding client service, while maximizing sales and profit potential of the boutique.

Performance Management & Business Development
• Propose, define, monitor, and guarantee the implementation of dynamic action plans to achieve Maison and boutique sales targets
• Monitor and achieve boutique performance with relevant KPIs.
• Analyze the business, propose, and implement action plans to improve results, generate sales for slow mover category.
• Demonstrate sales leadership for staff and set performance targets for team and individual with relevant KPIs.
• Be aware of local trading environment and its impact on our sales, including competitors’ trading activities
• Propose in-boutique activities
• Guide and supervise staff in the correct execution of all operating procedures, brand and Richemont compliances.
• Understanding of Vacheron Constantin client’s profiles (Locals and tourists)
• Build and develop the VVIP database.

Customer Service / Customer Relation Management
• Maintain consistent, uncompromising high standards of cleanliness, presentation, and customer service
• Assure an unique and highly professional client service within boutique and ensure that the performance of all sales staff meets brand standard
• Resolve customer and after-sale issues, requests in an efficient and professional manner
• Acts as an Ambassador of the Maison, builds direct contact with VICs, continue to grow the CRM data base and ensuring a high retention rate
• To ensure the team has adequate follow-up with all VICs
• Leads the implementation and monitoring of the ROI for client relationship programs and actions

Marketing Events Initiation, Management, and Representation
• To initiate and participate to regular marketing events to promote and enhance boutique presence with existing and new clientele
• Assist in planning and execution of marketing activities.
• Represent as a Brand ambassador when representing the Brand at meetings, events, dinners, and other work-related functions.

Team Management & People Development
• Coach, train, motivate and lead by example with a high degree of professionalism
• Designs the optimum organization, recruits the right profiles, and ensures proactively talent pipeline in your boutique.
• Drives performance and compensation management, ensures people development (monthly one-to-one meeting, regulars follow up on team’s KPI’s career committees, mid-year discussions, training & development plans, quarterly and annual performance review), motivates and reinforces engagement
• Consistently develops strategies to improve individual and team performance
• Develop positive relationship with team by understanding and addressing individual motivation, needs and concerns
• Maintain a cohesive, cooperative work environment through teambuilding and motivational activities
• Conduct daily briefing
• Create and manage shift schedules
• Communicates, integrates, and motivates the boutique team around the strategy and vision of the Maison
• Develop a business-oriented approach in your boutique through regular role plays and on spot coaching
• Identify and define team’s training need. Propose development plan to Trainer and Commercial Manager and keep track on Team’s progression

Reporting to Retail Management
• Giving regular feedbacks about the shop floor activity to Commercial Manager and to the Vacheron Constantin office team
• Prepare reports pertaining to sales, customer service, accounts and logistics for weekly retail reporting example and propose correlative actions:
- Daily and weekly sales and performance reports
- Customer Analysis report
- Accurate Staff Commission report
- Accurate Petty Cash Float and claims report
- Any other Ad-hoc reports assigned by management

Visual Merchandising and Marketing activities
• Responsible for implementation of visual merchandising Maison guidelines: displaying each product correctly while maximizing exposure to generate sales.
• Participate and support in all marketing initiatives to maximize the opportunity to introduce new products to clients
• Monitor and review the level of stocks of accessories (catalogues, gifts, boxes, etc.)

Budgeting/ Controlling
• Control all boutique expenses within budget guidelines
• Proper control on POS materials and collaterals.
Implementation of Brand’s Initiatives, policies and procedures
• Adhere to and implement all brand initiatives as directed
• Is responsible for the respect of all group, Maison and boutique policies, procedures and guidelines

Inventory Management
• Prepare, coordinate, and ensure a complete and accurate inventory at all times
• Ensure that all inventories are properly secured and accounted for
• Conduct Qualitative security measures in preventing theft and pilferage.
• Responsible for all stock control documentation is timely and discrepancies are accounted by documentation
• Control the quality of stock (scratches, movements, batteries) and ensure all pieces are handled with extra care and in perfect selling condition

• Ensure that the boutique is always kept neat and tidy, and the roster is maintained monthly
• Visual displays in accordance with Headquarter directives and of high standards
• Ensure vigilant and regular checks on staff movements during operating hours

• Exceptional Presentation with high standard of grooming
• To ensure all retail staff-adhere to the Uniform guidelines set forth by Headquarter
• To adopt proper etiquette on the sales floor

You have solid experience in retail or service (luxury sector) in a similar position with managerial experience in sales and customer service.

Personal Development & Qualities
• To maintain updated product knowledge
• To be sales driven
• To possess quality leadership skills to lead the staff to perform to their fullest potential
• You are highly self-motivated, analytical, with sharp attention to detail
• You have strong project management and time management skills
• You have a positive attitude and is a good team player
• You have a strong focus on execution, attention to detail on implementation
• To possess excellent interpersonal, communication skills and relationship management skills
• To be reliable and independent, outgoing, and social
• To be initiative, reactive, proactive with problem solving abilities
• To be organized
• To have a broad background in CRM activities (customer relationship management)
• To have demonstrated passion for service and client orientation
• Written and spoken English, Mandarin speakers are highly desirable
• Knowledge of local market including awareness of competitors, clients, and market trends, and ability to prospect outside the boutique
• To possess appropriate educational background; SPM onwards
• To possess general IT skills, constantly upgrading: Microsoft Office, SAP

Our teams. You will join a motivated, creative, and talented team that share the same passion and energy.

Our benefits. Joining Vacheron Constantin means working in a caring, transparent, and flexible work environment. We offer a workspace where you will feel welcome, and you will be able to give the best of yourself.