Boutique Manager

Chanel · Hanoi

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JOB PURPOSE  

With a passion for creating unique and engaging CHANEL experiences for the Clients in the store, the CHANEL Boutique Manager is the leader, chief brand ambassador and team architect of the Boutique. S.He internalizes a deep understanding of the store’s typology (based on the store’s client profiles) & ambitions to set relevant Client objectives & action plans for the Boutique. Effectively communicating and motivating the team to deliver on the common vision and goals for the Boutique. As a people manager, s.he is empathetic & dedicated to the personal & professional development of each individual in the Boutique. Playing to the strengths of every individual to place the right member in the right role at the right time to create a high performing team formation for success.

The Boutique Manager thinks and acts like an entrepreneur. S.He is entrusted as the Boutique business owner to oversee and manage all the resources of the Boutique to drive retail excellence and business performance. S.He steers the team toward operational efficiencies, brand & regulatory compliance. Continuously seeking opportunities for improvements, s.he masters relational intelligence to effectively influence across various levels of stakeholders to rally for support on action plan proposals to drive progression.

Keeping abreast with evolving Client expectations and demands of the luxury beauty & fragrance world, the Boutique Manager is the bridge between the frontline and the office to provide feedback, observations & insights gained in Boutique, helping to ensure brand’s relevancy against evolving client desires. S.He is the key catalyst for the CHANEL Client experience evolution in the physical store.

Retail Leader: the Boutique Manager leads by bringing a common vision & defining relevant Client objective & action plans to drive retail excellence & success

• Forms a deep understanding of the role of the Boutique within the market to set objectives & build action plans for the Boutique.
• Leads the team with empathy, communicates effectively to establish trust and commitment from team members to deliver on the common vision and goals defined against the Client ambitions according to the store’s typology.
• Represents the Boutique and the House with exemplary behavior in internal & external encounters and stands up for the Boutique & brand in tough situations (e.g.: clients' complaints, unlawful behaviours, unethical circumstances)
• S.He is the voice of the Boutique providing real-time feedback to the office and relevant stakeholders of the evolving Client demands and dynamic competitive environment.
• Inspires, influences and motivates team members as their leader, coach & role model.

Business Owner: the Boutique Manager takes ownership of the Boutique’s business. Like an entrepreneur, s.he continuously seeks opportunities for improvements to ensure best performance.

• Able to digest business objectives (category, client, channel) and retail KPIs (sales, CRM, service performance, in store inventory health etc..), applying business acumen to formulate action plans for the Boutique to drive brand targets achievement.
• Gains a strong understanding of the business environment by monitoring traffic trends, key competitor activities & performance, landlord activities & performance, market trends, etc..
• Actively identifies business opportunities and supports to develop Boutique initiatives with the Area Manager in line with the brand vision & mission.
• Keeps up with omnichannel & connected experience trends and developments, proactively provides insights to support in creating relevant Client experiences, adapting action plans to achieve Client objectives for the Boutique
• S.He rosters for maximum productivity to ensure floor coverage, optimal client service and daily target achievement. Able to fairly and rationally calculate and breakdown Boutique targets & incentives to individual level. 
• Seeks for continuous improvement: proactively identifying areas for improvement in Boutique operations, client service, brand image and to work with Area Managers.

Team Architect: the Boutique Manager builds and develops a team of strong performing individuals united in delivering the ultimate CHANEL experience to every Client

• Participates in recruitment process and provide input for hiring decisions; provides feedback & input for internal talent placement
• Understands the significance and differentiation of roles & responsibilities within the Boutique team to effectively plan and facilitate synergistic collaboration among the various roles toward a productive and cohesively efficient team organization.
• Empowers the team – invites team members to suggest and try new ideas; encourages participation and involvement in improving client engagement, Boutique operations, teamwork, etc..
• Drives team performance: builds, monitors and motivates collective objectives for the team
• Cultivates knowledge on the strengths and opportunities of every team member, and is ultimately responsible for every individual’s professional development
• Partners with Area Retail Manager, Learning & Development and HR to support and facilitate the team members’ career development and aspirations
•  Builds team culture – fosters trust by creating an environment rich with ethics, integrity & diversity conducive for transparent communication & cooperation. S.He cultivates a sense of belonging and a positive team spirit
• Gains and builds trust and mutual support with team members, treats individuals with respect, acknowledges each other’s differences and encourages nondiscriminatory exchange of opinions and ideas.

Relationship Builder: the Boutique Manager masters relational intelligence to effectively influence & inspire, fostering collaboration with different levels of stakeholders & trade partners, ultimately facilitating for Client relationship building in the Boutique.

• Shows maturity and right posture to deal with complexity and challenging situations, with proven ability to handle and coach on handling complaints and difficult conversations.
• Be the owner of the Boutique’s client base and is proactively seeking to evolve the Client experience and engagement with the brand & Boutique according to changing environment & consumer expectations and behaviors.
• Develops the client portfolio of the Boutique: ensure reliable client data capture & timely, appropriate client engagement by each team member. Provides constructive feedback to support team members to build & grow their portfolio of loyal clients
• Propose and host events, knows how to manage the budget, who to invite and how to animate and engage the team to offer a luxury & CHANEL experience to the Clients
• Understands and uses the Customer Satisfaction Survey to work with team members to progress Client service experience.

Operations Expert: the Boutique Manager strives to achieve operational excellence in the Boutique. S.He steers the team toward operational efficiencies & compliance.

• Embodies and enforces retail SOPs and brand policies. S.He enables and holds each member accountable for executing with adherence to retail SOPs in the Boutique.  
• Familiarizes self with Employee Health & Safety (EHS), as well as Internal Audit (IA) requirements, to ensure that the Boutique is always operating at/above minimum standards.
• Ensure accuracy of stock through process and data update
• Drives changes to Boutique processes and systems to ensure operational efficiency and compliance.
• Enforces impeccable brand representation in Boutique – from individual grooming & service etiquette to store visual merchandising, hygiene, back of house organization, etc…

• At least 3 years of experience in Retail industry
• Keen interest for beauty trends, competitors, wellness, nutrition, mindfulness 
• Aware and at ease with diagnosis and aesthetic technological tools
• Language skills (to be adapted locally) 

Leadership skills

Leading the business:

• Business Developer- Possess an entrepreneurial mindset. Business acumen applied through problem solving, planning and analytical skills.
• Effective Communicator - Communicating the vision to motivate and drive results.
• Relationship builder – Build a strong internal and external network, driving collective decisions and collaborating as one House for long term growth.
• Performance minded –Drive impact through insights driven decision-making.

Leading others:

• People and Culture developer – Build trust and develop teams with diverse strengths.
• Lead with empathy and inclusion through feedback and coaching.
• Manage talent and develop them to their potential
• Lead and manage change effectively

Leading self :

A Self aware leader.  Curious and self driven for continuous growth.  Adaptable with times.

Client and service leadership

Lead with a client centric mindset and engage with authenticity.  Able to anticipate client needs and identify opportunities to create an ultimate client experience for the boutique.

Operational Excellence

Keen eye for details. Digital and process oriented.

Uphold standards for retail operations and processes to ensure quality and consistency in execution.  Embrace technology and drive tech enabled change for operational efficiency

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