Watches & Fine Jewelry Head of Boutique (Shenyang)

Job Purpose:

The Head of Boutique plays an important role in inspiring and managing the boutique team to achieve the mission of the brand, and is the primary driver of effective day-to-day operations in the boutique. He or she plays a vital role in the WFJ division, and is our Brand Advocate, contributing to build awareness on high end towards target audience. He or she is responsible for executing the Chanel difference in the boutique and demonstrating Retail Leadership. He or she acts as a business partner to bridge the needs in the boutique and office.

Vision : 
The ultimate house of luxury defining style and creating desire now and forever.

Job Mission : 
Dedicated to inspiring and managing the WFJ Community, to engage the consumer of today and tomorrow to the brand by providing unsurpassed service to all customers (internal and external) in ensuring high image standards in the boutiques at all times while being committed to the employee’s personal and professional development and growth.

Key Responsibilities:

Uphold the image of the brand (VM Merchandising + Boutique Maintenance + Grooming) 

Communicates the importance of image to the boutique team, and sets a good example in “walking the talk” Acts as a Brand ambassador on the boutique floor. Ensures window and in-boutique displays consistently reflect the essence of the WFJ collections and the CHANEL image. Works in collaboration with local VM to ensure that VM is at all times irreproachable, eye-catching and enhancing for the products displayed.  Ensures the boutique environment is always in optimum condition from cleanliness to maintenance of furniture, fixtures and décor, including the professional image of team members and all collateral, supplies & stationery are used according to company guidelines.

Leadership and Management

Demonstrate business leadership by playing an active role on the sales floor through customer engagement with top clients (ensuring personalized understanding of every top high-end clients), ensuring the highest level of customer service is provided and recruiting new customers. Ensure team is motivated and understands CHANEL vision and mission. Consistently lead the team with high quality examples / role modeling.  Identify and implement ways to empower and inspire team to surpass the expectations of customers in order to achieve engagement and business results. Grow and develop WFJ boutique team & WFJ Community in fashion boutique, promoting team spirit and collaboration to achieve common objectives. Coach team members in product knowledge, customer service and sales techniques using tools and support provide in collaboration with the learning department.  Work with DHOB and High end staff to formulate performance management objectives, and create an environment of ongoing dialogue that is future focused and strengths based, and develop action plans to build individual strengths and/or address individual needs. Work closely with Senior Retail Manager and HR in making hiring decisions and proactively help to find and retain talent.

Build a Client-centric Boutique team

Uphold high standards in all aspects of customer service and ensure that the team upholds these standards consistently to all customers.  Champion customer engagement so as to develop long lasting relationships with key customers. Have a thorough and personalized understanding of every VIP Clients’ needs and expectations (lifestyle, “as a person”).  Ensure customer service, after sales service, complaints and / or merchandise complaints are handled effectively and according to guidelines. Capture and ensure CEM data is kept up-to-date. Share consumer insight, competitor activity and merchandise movement to WFJ Management on a regular basis. Ensure consistency of customer treatment across boutiques in particular for Ultimate / Elite clients Lead clienteling efforts to create traffic to the WFJ boutique and increase clients conversion & engagement Promote WFJ and high-end categories towards third party databases, creating and developing partnerships 

Merchandise & Inventory Management 

Collaborate with the Product Team to ensure the appropriate stock levels on the floor both qualitative and quantitative. Provide feedback from clients on products to the Product Team. 

High End Business Responsibility

Be knowledgeable about the CHANEL High end business strategy and share with teams and customers about the icons, stories, collections, and craftsmanship.  Attract new customers to High Jewelry and develop High Jewelry sales in boutiques outside of HJ events periods by identifying clients ‘potential and up-selling talent.  Coach boutique team to increase their confidence and capabilities of selling high jewellery.  Attend events and follow up with sales to convert orders into settlements and channel sales into the respective boutique throughout the year. 

KPI management

Drive sales on a daily / weekly / monthly basis for the team. Analyze variance against sales targets and take appropriate action. Recommend incentive schemes to maximize service and sales performance.  Increase WFJ penetration rate in Total BTQ business: clients and sales Liaise closely with WFJ Management to ensure that the assortment and stock are at optimal levels to achieve targeted sales.

Operations Management to enhance Boutique Efficiency 

Design and review roster to maximize traffic demands / trading patterns, in collaboration with Fashion boutique Enforce procedures to prevent theft / fraud in boutique and ensure staff is effective deterrents to thefts / security breaches.  Ensure all operational procedures regarding sales, discounts, transfers, stock adjustments, after sales service and all policies are followed.  Liaise with other boutiques and warehouse to ensure a smooth and accurate transfer of stock when required.  Ensure follow through for all service and repair of timepieces and jewelry.

Project and Innovations

What you can bring to the team:

Academic / Professional Qualifications

A graduate with a minimum of 5 years of experience in people management Previous working experience in Luxury Watches and Fine Jewelry GIA Graduate is a plus

Required Competencies

Strong leadership skills including empathy, caring, being a role model, coaching and motivating. Open minded person that cultivates a culture of Teamwork, Service and People Development. Resourceful and curious with good problem-solving skills.  Effective delegation skills. Excellent communication skills 

---