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Luxury Boutique Supervisor

2 months 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 team success.

RESPONSIBILITIES

Boutique Performance:

  • Collaborate with the Retail Manager to establish the annual strategy and objectives for the Boutique.
  • Track sales targets and KPIs set by the Retail Manager and implement annual action plans accordingly.
  • Build partnerships with concierges and intermediaries with defined goals and guidelines.
  • Apply Retail guidelines and tools as directed by the Retail Manager.
  • Conduct regular market analysis to assess market share and identify business opportunities.
  • Provide monthly reports to the Retail Manager covering sales, traffic, KPIs, and propose 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 clientele.
  • Ensure a memorable experience for clients at every opportunity.
  • Address customer service and client issues with utmost professionalism, involving the Retail Manager when necessary.
  • Establish an effective client data capture and follow-up system, conducting regular checks with the team.

Team Leadership:

  • Directly manage Boutique staff and oversee security personnel.
  • Facilitate daily briefings according to established guidelines.
  • Conduct regular one-on-one meetings with sales staff.
  • Evaluate sales staff performance through the annual review process, setting objectives and KPIs as per guidelines.
  • Discuss staff development plans with the Retail Manager regarding benefits, bonuses, and career progression.
  • Delegate operational tasks and clarify responsibilities within the team.
  • Motivate the team with commercial initiatives and share information about the Brand's activities.
  • Ensure the timely transmission of relevant documents to the Retail Manager for commission calculations.
  • Provide on-the-job coaching and ensure staff receive necessary training to meet sales and KPI targets.
  • Ensure adherence to grooming standards on a daily basis.
  • 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 through team-building activities.

Boutique Operations:

  • Implement guidelines from the Retail Manager to ensure compliance with sales, financial, and security protocols.
  • Ensure the Boutique checklist is fully adhered to and that Brand guidelines are followed without exception.
  • Analyze feedback from mystery shopping and collaborate with the Retail Manager to 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 market presence.
  • Oversee the quality of the client database managed by sales staff.
  • Manage relationships and commissions with intermediaries according to established guidelines.
  • Monitor Boutique expenses, including discounts and gifts.
  • Ensure accurate daily traffic counts.
  • Maintain the Boutique's physical environment, ensuring it is well-kept and operational.
  • Oversee the quality of stock and ensure 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 is required.
  • Proficiency in English is essential; additional foreign languages are preferred.
  • Familiarity with Microsoft Office; 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.
  • Adept at prospecting outside the boutique.
  • Effective people management abilities.