Luxury Boutique Director

KEY RESPONSIBILITIES

CLIENTS – BUSINESS DEVELOPMENT – 35% of time

• Develop new prospects and clients, enter them into the database as well as upgrade and enrich the existing members of the database.
• Use the CRM system on a daily basis to enter clients and prospects, create selling opportunities and fulfill client-related tasks.
• The Boutique Director is the key person for client acquisition. The Director should lead the efforts of the team to acquire new clients, not only by converting the walk-in clients, but also by following a tactic of client acquisition outside the Boutique.
• Ensure that the database of the Boutique is used by all team members and that it is maintained and enriched in views of future CRM activities (invitation to events, direct mailing, e-mailers, celebration of birthdays, welcome letters etc.).
• Animation of the Boutique: the Director shall propose to its local team and management ideas to create marketing actions that could help achieving its sales objectives. (Mailing, cocktail, collaboration with clubs, etc.).
• Ensure that the Boutique is well connected with the surrounding networks, the sectors of hospitality, business partners, and tour guides.
• Propose to management relevant deals with tour guides, tour operators and translator to build further high quality traffic to the Boutique.
• Enforce the discount policy. Minimize the average discount given by helping the team members to do so.

MANAGEMENT – 30% of time

• The Boutique Director is in charge of the team in the Boutique
• It is imperative that the Boutique Director organizes a formal weekly meeting (for instance on Monday morning) for the following purpose:
• Comments on the business. Give weekly objectives to the teams.
• Sharing information with the team on brand creations, Chopard news, after sales service cases, future activities, etc.
• Share feed back of the team.
• Foster team spirit.
• The Boutique Director is a coach for the team and needs to take care of the following areas:
• Recruitment of new staff
• Bi-annual evaluation of the team members.
• Assessment of the training development of the team.
• The Boutique Director ensures that all software and other Chopard tools are mastered and used extensively by all team members.
• Organizes the team’s planning and make sure the Boutique is up-to-date for all administrative duties.
• Examines the strategies of competitors and the competitive position of the company in the market and examines opportunities for the brand.
• Represents the company at meetings, functions, clubs, networking events, fundraising, conferences and seminars and make contacts with other organizations.
• Availability and flexibility outside regular store hours is needed.
• All demanded financial and analytical reports need to accurate and on time.

SERVICE – 15% of time

• Ensure that any visitor to the boutique is treated with the utmost respect and professionalism according to Chopard boutique charter.
• Assuring a flawless after sales service.
• Staff attire must be impeccable at all times and follow the uniform guidelines.
• Showcases and serving tray must be in mint condition at all times.
• Decoration must be at its best and following Chopard Guidelines.
• All current marketing materials (catalogues, books, leaflets, instruction manuals...) must be stocked and properly used by the whole team.
• Chopard recommended music and DVDs must be played.
• Responsible for a perfect up keeping of the boutique at all times.
• A clean boutique in every corner is a must.
• Stock must be impeccable at all times (no fingerprints).
• Any renovation/touch up need must be reported to the head office construction department

OPERATIONS – 20% of time

• The Boutique Director is ultimately the person in charge of the stock and has to organize the weekly and quarterly stock takes.
• Ensures that a proper and at least weekly replenishment is made.
• Places a yearly order of novelties in line with Chopard core range policies and with the budget given by the local subsidiary.
• Ensures that the security and insurance procedures of the Chopard Group are strictly followed.

KEY PERFORMANCE INDICATORS

• Qualitative indicators:
• Overall presentation of the Boutique.
• Ensuring proper grooming of the staff.
• Initiatives to develop the business through a network of contacts.
• Planning of marketing activities (campaigns).
• Security of the Boutique

• Quantitative indicators:
• Sales growth.
• Margin improvement.
• Average discount given.
• Improvement of conversion rate.
• Acquisition of client data.
• Quality of acquired client data.
• Stock turn improvement.
• Quality of service from the whole team (Mystery Shopping).

Required competencies

Characteristics

• At least 10 years of luxury retail or hotel management experience
• Ability to motivate the team to achieve objectives
• Organizational skills
• Strong oral and written communication skills
• Coaching and development skills
• Fluency in English, other foreign languages are an asset
• Leadership
• Sales driven
• Communicator
• Flexible
• Honest and positive attitude towards work and the customer
• Showing initiative

Requirements

• College degree preferred
• Ability to travel locally, some occasional international travel may be required
• Ability to work retail hours (incl. Saturday)

SUPERVISORY RESPONSIBILITIES

Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline and termination

EDUCATION:

• College degree preferred

EXPERIENCE/SKILLS:

• Ability to travel locally, some occasional international travel may be required
• Ability to work a variety of shifts, including days, evenings and weekends
• At least 5 years of luxury retail or hotel management experience
• Ability to motivate the team to achieve objectives
• Organizational skills
• Strong oral and written communication skills
• Coaching and development skills
• Fluent in English is a must, and other foreign languages are an asset

PERSONAL SKILLS:

• Good personal presence and speaking ability
• Very good attention to detail
• Able to work independently
• Leadership
• Sales driven
• Communicator
• Flexible
• Honest and positive attitude towards work and the customer
• Shows initiative