[Vacheron Constantin] Retail Excellence Assistant Manager

MAIN PURPOSE

Initiate and implement strategic goals or initiatives aimed at optimizing Operational Excellence and achieving outstanding performance in all aspects of retail business, focusing on:

• Creating a superior client and employee experience
• Driving sales growth with a strong Clienteling approach
• Building a strong Brand reputation

Client Experience - Excellence : Clienteling & client satisfaction

• Develop and implement strategies to enhance client experience
• Train and coach sales teams on best practices for delivering outstanding client service
• Collaborate with all departments to ensure a cohesive approach to client satisfaction
• Promote the use of Clienteling tools and techniques to build long-term relationships with clients, enhancing loyalty and repeat business
• Support the implementation of Clienteling/loyalty programs to increase engagement and repeat visits, ensuring customer retention & loyalty is a daily priority for all staff members
• Analyze client feedback to identify trends, pain points, and areas for improvement
• Monitor the feedback close the loop to ensue issues are addressed promptly and that we maintain client engagement

Retail Teams Performance and development

• Work with all boutiques to drive & achieve all quantitative and qualitative KPIs.
• Identify and share best practices from local markets / boutiques
• Work closely with Boutique Managers / Deputy to provide regular reports/ feedback/ideas to head office & ensure boutique needs are catered for.
• Facilitate exchange of information with other departments
• Ensure that Boutique Teams are familiar with all local and global brand initiatives (new products, best practices, advertising campaigns, corporate policies…)
• Be responsible for the transmission of the retail newsletter, featuring local news
• Monitor competitors’ activities, trends and update info to share and benchmark
• Support retail manager in simulating, calculating, checking commission for boutique staff for the entire network. Propose challenges or incentives that drive team performance

Boutique Operational Excellence

• Work closely with other departments to streamline or improve boutique procedures or policies where required
• Be the warrant of the understanding and the application of Maison commercial guidelines
• Ensure full compliance to Richemont & Maison’s operational guidelines
• Implement routines that ensure a proper understanding and application of security and compliance procedures in the boutiques, such as regular self-assessments  
• Coordinate qualitative retail excellence projects launched by the Brand, being the local contact for the roll-out, and adapt to local specificities
• Cooperate with landlords for promotional program and follow up the related admin work
• Estimate, monitor and maximise efficiency for all kind of cost spent for boutique operation
• Support CS related communication between the stakeholders and make sure to elevate the work efficiency and improve client satisfaction

Boutique Environment Excellence

• Coordinate store design planning for opening boutiques and support retail manger to manage CAPEX
• Initiate to maintain perfect boutique condition
• Work closely with VM department to create the best client journey with immersive story telling
• Coordinate other environmental and hospitality tools like fragrance, music, uniform and etc.

Profile:

• Bachelor Degree or equivalent in business management or relevant studies
• Minimum 5 years of experience in retail environment
• High flexibility, independent working style, creative, hard worker.
• Strong coordination and organisation skills
• Excellent communication skills, able to influence and motivate others
• Strong analysis skills and computer skills
• Fluent in English