Boutique Manager
Richemont · Kuala Lumpur
Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.
MAIN PURPOSE
The Boutique Manager role requires a dynamic leader with a passion for luxury, a deep understanding of clienteling, and the ability to inspire and develop a high-performing team.
The Boutique Manager is responsible for the overall management and successful operations of our boutique, Pavilion. This includes driving sales performance, ensuring exceptional client experience, managing inventory, maintaining visual merchandising standard, and coaching & developing the boutique team.
KEY RESPONSIBILITIES
Sales and Business Performance
- Maximize turnover and profitability development of the boutique.
- Develop and implement strategies to achieve and exceed sales targets and KPI's (Key Performance Indicators).
- Analyze sales data, monitor market trends, and competitor activities to identify opportunities and challenges.
- Manage the boutique budget, control operational costs, and maximize profitability.
Clienteling
- Drive clienteling initiatives to build strong client relationships, foster loyalty, and increase repeat business.
- Ensure effective use of CRM tools to track client preferences and purchase history.
- Develop local clientele and high net worth clientele
- Proactively explore, recommend new client acquisition opportunities through strategic partnerships and relevant affinity brand and organization, expanding the boutique client base.
Client Experience & Journey
- Ensure consistent and high standards of client experience are consistently delivered by all team members, reflecting the luxury nature of the Montblanc maison.
- To ensure that the individual including the team adheres to all aspects of achieving high scores for the Net Promoter Score.
- Anticipate customer needs and to handle customers tactfully and professionally with consistent followup.
- Cultivate a welcoming and exclusive atmosphere within the boutique; ensure that every customer receives a high-quality service, creating a memorable client experience. (hospitality)
Team Management and Development
- Recruit, onboard, train and develop a high-performing sales team.
- Adopt a coaching mindset and develop team members.
- Inspire the team to achieve individual and collective goals.
- Set individual targets and manage team deficits, implement the Group/Maison people management cycle, provide constructive feedback and set clear KPI’s objectives.
- Conduct staff appraisals and monitor performance on a regular basis. Ensure employees are given frequent constructive feedback on their performance and how to be more successful.
- Foster a positive, transparent and collaborative work environment.
- Provide team guidance in product knowledge, clienteling, selling and coaching for development.
Boutique Operations and Inventory Management
- Manage staff scheduling, attendance, and adherence to company policies
- Ensure boutique operations is compliant with Group’s handbook and policies to ensure safety, security, compliance, and risk management are reinforced
- Ensure boutique operations are compliant with Montblanc’s Boutique Excellence Portal (BEP), not limited to rosters, stock count, sales reporting, customer reporting, petty cash, uniform and discount policy.
- Prepare reports pertaining to sales, KPIs, for weekly retail meeting.
- Ensure good synergy with cross functional teams, VM, Marketing, Merchandising, etc., displaying each product correctly and adhering to VM Guidelines while maximizing exposure to generate sales.
- Monitor and review the level of stocks of accessories (catalogues, gifts, boxes, etc.) & feedback to VM team accordingly. Ensure proper control on POS materials and collaterals.
- Work closely with Merchandising to ensure healthy stock and inventory to meet sales targets
- Ensure all stock control documentations are timely, and discrepancies are accounted for.
Requirements:
- Bachelor’s degree in business administration, Marketing, Retail Management or a related field is preferred
- Minimum of 8 years (+) of experience in luxury retail management, with minimum 4 years of managing and leading a team. Hospitality or FMCG background is welcomed.
- Proven track record in leading and developing high performing teams and excelling in business performance through effective sales strategies with understanding market dynamics
- Exceptional communication and client-relationship building skills with a deep understanding of luxury client expectation.
- Ability to analyze situations, make sound decisions and resolve issues with agility and effectively
- Understanding of retail KPI's, budgeting and profit management.
Personal Qualities
- Possess of artistic and refined taste with appreciation of craftsmanship.
- Possess Executive Presence; communicate in a clear and concise manner across all levels
- Data driven mindset
- Strong in problem solving
- Ability to work in a matrix organization
- Ambitious and driven