We are looking for a passionate Boutique High-end Manager be the reference for all HIGH-END BUSINESS matters within their boutique and possesses expert knowledge in High End Business (HIGH-END BUSINESS) categories (High Jewelry, High end Watches). Engage & strengthen relationships with top clients and deliver the Brand ultimate luxury experience.
Leveraging your unique experiences, CHANEL will enable you to
1) Driving the high-end business sales objectives of his/her boutique.
2) Act as the key person of his/her boutique in developing the HIGH JEWELRY client base and nurturing the CEM with HIGH JEWELRY clients.
3) Inspire and motivate the entire team in providing the ultimate luxury customer experience;
You are energized by
1) High-End Business Focus
? Act as the high-end business partner to HOB:
o Drive & achieve individual & boutique level high-end sales
o Grow & develop the high-end client base in partnership with boutique management team
? Voice out the needs of his/her boutique in how to advance HIGH-END BUSINESS sales opportunities and staff capabilities
? Seek new HE sales & client development/acquisition opportunities both within, and outside of the boutique: - actively take initiative in turning these leads into action plans with HIGH-END BUSINESS retail manager
? Provide timely reporting on his/her boutique’s HIGH-END BUSINESS sales
2) Expertise and Business Acumen
? Comprehends how the WFJ business generates revenues in relation to measurable KPIs tied to commercial, client, operations and brand aspects; and how HE sales contribute to results
? rt stellar HIGH-END BUSINESS awareness amongst boutique population (FJA and FA) & execute HIGH-END BUSINESS sales strategies
? Develop sales & educational tools for the retail population to advance HIGH-END BUSINESS sales & story-telling capabilities
? Ignite clients’ desire of purchase through styling expertise: mixing and matching of Jewellery pieces across different Chanel collections as well as the clients’ own Jewellery.
3) Delivery of Ultimate Luxury Customer Experience
? To actively engage & escort VIP clients in Salon Prives, HE event and overseas trips
? Develop High-end partnerships & synergy between boutiques, with best practices & case study sharing to create a platform for synergy and success within market
? Provide coaching to the team on how to engage & captivate potential High-End clients
? Supervise and observe the behavior & performances of frontline, and step in to provide prompt assistance in customer enquiries and complaint resolution quickly and effectively
? Strategic planning and assistance to BTQ staff on High End CEM management
4) Client Engagement and Relationship Management
? Recruit clients beyond Chanel distribution (networking)
? Establish own client network & ability to perform advanced client profiling
? Monitor and enforce staff’s client engagement & relationship-building behavior for High-end clients, and provide timely feedback of praise and/or areas of improvement
? Closely work with Fashion team to identify and convert their VIP clients database, and to “buy-in” our fashion team counterparts
? Work with individual boutique team members to gain a thorough and personalized understanding of HIGH-END BUSINESS clients to provide personalized experiences and services
? Take the lead on client outreach initiatives & execution outside of WFJ network through Fashion teams, landlords, personal shoppers, and to share mall shopper insights from competitor brands
? To understand his/her boutique’s HIGH-END BUSINESS clients thoroughly and be able to prioritize different clients depending on the appropriate event/ sales opportunity
? Closely monitor Client Engagement results and partner with boutique management team to take necessary actions to optimize results
5) High End Assortment Merchandise & Inventory
? Support HOB in proposing the right HIGH-END BUSINESS category mix for boutique based on his/her boutique’s HIGH-END BUSINESS needs
? Provide regular feedback from clients on HIGH-END BUSINESS categories to retail & merchandising management teams
? Make suggestions to VM in driving HIGH-END BUSINESS sales
? Actively suggest HIGH-END BUSINESS merchandise transfer proposals when there are high potential sales opportunities and to leverage those opportunities across WFJ boutiques
? Provide recommendations on repair and quality check of HIGH-END BUSINESS categories
? Supervise inventory & report Discrepancies in a timely manner as determined by the retail management
? Reinforce Company guidelines and ensure that proper controls are being followed to prevent stock losses, pilferage or damage through daily briefing and coaching session.
What you can bring to the team
1) Solid experience in retail industry, experience in WFJ / luxury background;
2) Charismatic personality and ability to handle pressure;
3) Good presentation with excellent interpersonal, teamwork & communication skills.
4) Strong customer services mindset and excellent customer service skills
5) Open to feedback and able to deliver messages in a positive manner.
6) High-end role model in BTQ including deep listening, open minded, empathy, caring.
7) Minimum 5 years experience of relevant retail management experience