The Role

The Boutique Manager is responsible for leading and motivating the store team to achieve the sales targets defined by the management, providing best-in-class client experience, building trusted and long-lasting relationship with customers, and finally cultivating a spirit of ultra-luxury hospitality within a cross-category products environment.

 

RESPONSBILITIES

Salon Growth & Performance Management (including Business Development)

• Budget: fully responsible for achieving the sales targets defined for the year
• Propose, define, and monitor the implementation of a strategic and dynamic action plan to achieve the Salon sales targets & relevant KPIs
• Proactively identify new business opportunities, aiming at generating additional traffic to the store and leading to top line results
• Maximize the potential of the cross-category products environment in the store, capitalizing on all available resources (visual merchandising, training, CRM tool, events and ect.)
• Lead by example on the floor and act as a Sotheby’s Ambassador, understanding the clients’ needs, and identifying potential areas of improvements
• Be aware of the surrounding luxury competitive environment, its dynamics and market trends
• Build a solid database of local and international HNWI

Luxury Hospitality & Retail Excellence

• Maintain a consistent, uncompromising high level of presentation while providing ultra-luxury hospitality services to clients
• Manage the customer flow on the shop floor ensuring a smooth handling of the traffic and exceptional retail experience
• Promote a client-centric mindset within the team, always exceeding clients’ expectations and fulfilling their needs with outstanding retail experience
• Perform daily, weekly and monthly reports in order to track key metrics: sales achievement, customer service, CRM analysis and client retention, staff commission

 Operations & Inventory Management

• Guide and supervise the team in the correct execution of all operating procedures and policies (security, compliance, opening and closing of the store)
• Responsible for all inventory management and documentation: ensure that the stock is properly secured, complete and accurate at all times
• Monitor the Salon expenses within budget guidelines
• Ensure that the store respects high standards of cleanliness and presentation
• Plan monthly roster/shifts and resources allocation

Marketing, Events & Visual Merchandising

• Collaborate with Sotheby’s peers (marketing, store design & local office teams) in the execution of the marketing and Visual Merchandising activities
• Responsible for implementing and updating the Visual Merchandising of Sotheby’s: display of products, windows and signage exposure, ad-hoc thematic, digital content

Team Management & People Development

• Promote a positive, cooperative, and professional work environment that foster trust, integrity, and respect
• Coach, train, motivate and lead the team by example with high performance standards
• Drives growth and people development plan: set performance targets for team and individuals with relevant KPIs, perform regular follow up and one-to-one meeting, as well as annual performance review
• Conduct daily briefing and develop a client-oriented approach with regular role plays
• Identify and plan team’s training requirements

 

IDEAL EXPERIENCE & COMPETENCIES

• Minimum 3-5 years of similar manager roles in the field of Luxury watches & jewellery or fashion
• Experience in new store opening planning and execution
• High standards of client services and luxury hospitality
• At ease in engaging, networking and selling to high-net-worth clients: good understanding of their consumer behaviour
• Existing local client base would be a plus
• General knowledge on luxury products and industry trends is a must
• Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy while respecting deadlines
• Customer oriented, strong collaborative spirit, and excellent communication skills
• Team player able to work effectively both individually and within a collaborative organization
• MS office and Computer literacy
• Fluent in Cantonese, Mandarin & very good proficiency in English