Boutique Manager

Role Overview

We are seeking an experienced Boutique Manager for our luxury retail location in Singapore. This role is pivotal in delivering excellent sales performance, managing boutique operations, and leading a high-performing team to meet and exceed qualitative and quantitative business targets.

Key Responsibilities

• Drive achievement of boutique sales goals by developing local clientele and consistently hitting or exceeding sales targets.
• Regularly evaluate sales KPIs and implement corrective strategies when necessary to address any shortfalls.
• Innovate and apply creative approaches to generating new business, actively networking to uncover additional client opportunities.
• Train, develop, and motivate boutique sales staff to reach their individual sales objectives and expand client relationships.
• Lead by example with active participation on the selling floor and provide real-time coaching and guidance.
• Encourage team growth to ensure succession planning and retain staff, minimizing turnover during early employment periods.
• Conduct regular performance reviews aligned with business goals and recommend improvement plans.
• Strictly follow brand standards and ensure team members uphold brand equity consistently.
• Propose improvements in boutique operations and monitor expenses to stay within budget.
• Deliver exceptional customer care that consistently exceeds client expectations.
• Produce monthly reports for Commercial Director covering sales figures, traffic, KPIs, missed sales opportunities, stock issues, customer service, and discounts, including recommending corrective actions.
• Review mystery shopping results alongside Commercial Director and boutique team to set action plans where improvements are needed.

Customer Service & Client Relations

• Coach staff on delivering the Panerai selling experience ensuring the highest service standards.
• Create a positive boutique environment characterized by optimism, helpfulness, and genuine client relationships.
• Ensure thorough and accurate client and prospect data capture with ongoing monitoring and coaching to improve data quality.
• Address client inquiries and concerns promptly and professionally.
• Consistently maintain top-tier service and presentation standards adhering strictly to brand guidelines.
• Actively develop client engagement initiatives to capitalize on boutique opportunities.
• Collaborate with Marketing and CRM teams to build effective client return programs.
• Work with the Communications team to organize events promoting boutique exposure, driving foot traffic and purchase intent.

Team Leadership & Management

• Lead with professionalism through coaching, training, motivation, and role modeling.
• Provide on-the-job coaching and ensure staff receive adequate training to meet sales and KPI targets.
• Utilize training programs to enhance individual and team capabilities.
• Build strong employee relationships by understanding individual motivations and concerns.
• Maintain a cooperative and positive workplace environment with daily management and team-building activities.
• Oversee staff scheduling, time off, and overtime management hands-on.
• Coordinate training plans with Retail Performance Manager and communicate training needs to headquarters, tracking progress based on performance and career growth.
• Confirm daily sales and traffic counts are accurate and reported timely.

Visual Merchandising

• Manage store visual merchandising aligning with brand direction and current business trends.
• Enforce compliance with Boutique Visual Merchandising and staff uniform guidelines.
• Ensure merchandise displays meet standards with attention to presentation and cleanliness.

Inventory Management

• Maintain inventory accuracy in full compliance with Group and Brand policies.
• Ensure secure storage and accounting of all inventory.
• Ensure all staff are fully trained and compliant with procedures through continuous training and daily briefings.

Candidate Requirements

• At least 10 years of experience in luxury goods retail, ideally with luxury watches, including leadership in sales and customer service roles.
• Strong leadership skills with ability to foster trust, delegate effectively, and execute client marketing strategies.
• Excellent communication capabilities and experience collaborating across departments to manage projects and drive change.
• A team-oriented attitude, motivation skills, and ability to promote teamwork.
• Excellent interpersonal skills: composed, reliable, social, independent, initiative-taking, and sales-driven.
• Familiarity with Microsoft Office is preferable.