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Morgan McKinley - Singapore

Boutique Director

Morgan McKinley Singapore
Posted 11 days ago Permanent Competitive


Job Summary:

As a Boutique Director at a Swiss Watch Boutique, you will oversee sales and operations, ensure optimal customer experiences, and lead the boutique team. Your responsibilities include managing the boutique's P&L, maintaining stock levels, and adhering to security procedures. You will drive customer service excellence, develop business opportunities, and implement CRM strategies. Additionally, you will recruit, develop, and inspire the boutique staff to achieve success and maintain AP's values.

Responsibilities

(A) Sales and Boutique Operations
  • Ensure a consistent global vision and unified concept in the boutique
  • Be responsible for a perfect up keeping of the boutique at all times, ensure tidiness and presentability to merchandise and displays.
  • Manage operations, be accountable for results, drive priorities and continuous improvement.
    • Be responsible for the boutique P&L, with guidance and clear goals from Top Management.
    • Ensure optimum stock levels at all times. Be actively involved in the budget process
    • Ensure that security procedures are strictly followed and that stock of valuables is managed in real time
    • Ensure proper application and use of our policies, processes and systems to manage operations, administration, reporting and forecasting.
    • Understand the repair flow process and assist staff with customer service issues including in-store visits or potential difficult repair clients
  • Provide to the point monthly reporting.
  • To maintain a respectable appearance while on duty according to Company's regulation.
  • To fulfil your role as a staff of the Company by displaying & projecting a good image of courtesy, respectability and professionalism.
  • Maintain positive relationships with company's personnel, ensure regular bi-directional liaison with Local Management and the Headquarters in Le Brassus, share best practices with other entities and boutiques.
  • Participate on projects, as assigned by management.
  • Responsible for overall sales process including walk-in and phone/email clientele.
  • To receive stock, check and unpack goods, ensure that goods received are in order.
  • Assist supervisor/seniors on daily stock count.
  • To ensure all documents relating to receipt and dispatch of goods are properly documented.
  • Any other assignments within your capacity may be delegated from time to time to suit the operations.
(B) Customer Experience and Service & Business Development
  • Ensure optimal customer experience in the boutique for new sales, customer service (repairs), and all visitor.
  • Provide reliable, accurate and first class customer service.
  • Monitoring and improving the customer experience to create loyalty to our brand and generate growth.
  • Through customer knowledge (needs, geographical location and other data) and relationships, identify and generate growth opportunities (sales & after sales) and search continually for ways to add value and position the boutique for future success.
  • Lead the efforts of the team in new clients acquisition, not only by converting the walk-ins delivering something new and unexpected during each visit, but also by following a tactic of acquisition outside the boutique.
  • Be an AP Ambassador, maintain relationships and follow-through on a timely manner with clients, also through animations and active participation to marketing events to help achieve sales objectives.
  • Collaborate with Marketing in identifying local marketing and activities to draw new clients.
  • Implement the CRM Strategy. 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 etc.). Document the AP Experience for existing and future VIP clients of both boutiques sales and after sales.
  • Be the voice of the customer inside AP as the driving force of growth for retail objectives and deliverables.
  • Resolve complex client problems or disputes in a professional manner.
  • Build and maintain customer relationships to ensure maximum customer retention through creative ways.
  • Oversee the team and ensure they provide an exceptional client experience and understand the importance of customer satisfaction.
  • In depth product knowledge and prices (and discount leverages). Able to explain estimates, repairs (time and prices)
  • To provide aftersales service support in receiving repair watches from customers & prepare necessary documentation.
  • To coordinate with Customer Service Department to transfer customers' repair watches for their necessary action.
  • To ensure that the stock level in boutique is line with Management's direction.
  • To be alert and report any discrepancies to the Management.
(C) People Leader
  • Recruit, develop, engage and retain the right sales and customer service staff to ensure the boutique has the talent best suited for today's and tomorrow's success.
  • Inspire boutique staff by leading by example, exhibiting uncompromising integrity and commitment to AP's values and behaviors. Be a team player and promote collaboration.
  • Share AP's direction, communicate our policies and clear goals in line with AP retail strategy, engage all boutique staff in pursuit of common goal and reinforce employees' sense of purpose in achieving those goals
  • Manage boutique staff by communicating performance expectations by offering support and encouragement and by ensuring execution and results' delivery. This means communicating short term objectives to the team (daily, weekly, monthly) and organizing action plans with the sales and customer service staff.
  • Ensure own and staff continuous development. Continuously develop knowledge on fashion and luxury markets including competition and possess complete knowledge of company history, product, vendors, positioning vs competition, company procedure and market awareness. Use on the job assignments, ongoing coaching, feedback and training.
  • Communicate effectively both verbally and in writing, cascade information to supervisor and boutique staff
We regret to inform that only shortlisted candidates will be contacted.

Mary Clare Abraham

Talent Partner

Morgan McKinley Singapore, Talent Solutions

EA License No: 11C5502

Personnel Registration No: R22109486
Job ID  JN -062024-1962949
ABOUT COMPANY
Singapore
61 Employees HR & Recruitment
As a global professional services recruitment consultancy, Morgan McKinley connects specialist talent with leading employers across multiple industrie...
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