Luxury Boutique Supervisor

1 week ago

Melbourne, Victoria, Australia Piaget Full time

MISSION

The Luxury Boutique Supervisor is accountable for enhancing the boutique's performance and profitability by leading the boutique team, ensuring operational excellence and superior client service.

They are responsible for achieving the business objectives in their boutique by delivering an outstanding client experience and operational efficiency.
As a leader, they guide their teams in alignment with the brand's values and foster talent development for individual and collective success.

RESPONSIBILITIES

Boutique Performance:

  • Collaborate with the Retail Manager to establish the annual strategy and objectives for the Boutique.
  • Track sales targets and KPIs as defined by the Retail Manager and implement annual action plans accordingly.
  • Build partnerships with concierges and intermediaries with specific goals and guidelines.
  • Apply Retail guidelines and tools set by the Retail Manager and the Brand.
  • Conduct regular market analysis to monitor market share and identify business opportunities.
  • Provide monthly reports to the Retail Manager covering sales, traffic, KPIs, follow-ups, missed sales, stock issues, customer service, and discounts, while suggesting corrective measures.

Client Engagement:

  • Act as a Brand Ambassador both inside and outside the Boutique.
  • Deliver the highest level of service and care to all clients.
  • Provide exceptional treatment to clients whenever possible.
  • Professionally address all customer service and client issues, involving the Retail Manager and Brand Manager as necessary.
  • Establish an effective client data capture and follow-up system, ensuring regular checks with the team during daily briefings.

Team Leadership:

  • Directly manage Boutique staff and oversee security personnel.
  • Conduct daily briefings according to established guidelines.
  • Hold regular one-on-one meetings with sales staff.
  • Assess sales staff performance through the annual evaluation process, setting objectives and KPIs in line with guidelines and conducting regular assessments throughout the year.
  • Discuss staff development plans regarding benefits, bonuses, and career growth with the Retail Manager.
  • Delegate operational tasks and clarify responsibilities within the team.
  • Engage the team with commercial initiatives (challenges, incentives, events) and updates on the Brand's activities.
  • Ensure relevant documents (invoices, third-party commissions) are submitted to the Retail Manager for calculating monthly commissions and incentives.
  • Provide on-the-job coaching to staff and ensure they receive appropriate training to meet sales and KPI targets.
  • Verify daily compliance with grooming standards.
  • Work with the Retail Manager to map out boutique teams and recruit complementary profiles to achieve objectives.
  • Ensure proper planning of sales and vacations in line with business needs.
  • Coordinate the annual training plan with the Retail Manager.
  • Promote a business-oriented approach and positive mindset in the boutique through role plays and team-building activities.

Boutique Operations:

  • Implement guidelines from the Retail Manager and the Brand to ensure adherence to sales, financial, and security protocols.
  • Ensure that the Boutique checklist is fully executed and that Brand guidelines are followed without exception (merchandising, catering, etc.).
  • Analyze feedback from mystery shopping assessments with the Retail Manager and develop corrective action plans.
  • Organize CRM activities within the boutique as per guidelines.
  • Plan and manage events in the Boutique to attract new clients, boost sales, and enhance the Brand's presence in the market.
  • Oversee the quality of the database maintained by sales staff.
  • Manage relationships and commissions with intermediaries and third parties according to established guidelines.
  • Monitor Boutique expenses, including discounts, gifts, and travel expenses.
  • Ensure accurate daily traffic counts.
  • Maintain the boutique's physical environment (lighting, furniture) and take necessary corrective actions.
  • Ensure the quality of stock is maintained (scratches, movements, battery replacements) and that all items are handled with care and in optimal selling condition.

SKILLS

Professional:

  • A minimum of five to seven years of prior management experience in luxury retail or service sectors is required.
  • Foreign language skills are preferred, with English being essential.
  • Proficiency in Microsoft applications; knowledge of SAP is advantageous.

Personal:

  • Exceptional presentation skills.
  • Strong passion for service and client orientation.
  • Excellent interpersonal, communication, organizational, and problem-solving skills.
  • Entrepreneurial mindset.
  • Ability to engage in outreach beyond the boutique.
  • Effective people management skills.

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