Retail Manager
Richemont · Dubai
Since the legend's reincarnation in 1994, A. Lange & Söhne has been one of the most respected and successful watch brands in the luxury sector. Our whole aim is to continue our tradition with new, outstanding products, very much in keeping with Lange's claim: State-of-the-art tradition. What we expect from our watches, we expect from us: Never stand still.
Key Responsibilities
1. Retail Performance & Sales Management
- Drive sales performance and achievement of annual, quarterly, and monthly targets across all locations (The Grove ADH, Mall of the Emirates, Qatar, South Africa).
- Monitor KPIs including sales, productivity, conversion rate, average transaction value, units per transaction, CRM performance, and client retention.
- Analyze business trends and implement action plans to maximize sales opportunities.
- Conduct regular performance reviews with boutique managers and retail teams.
- Ensure consistent execution of commercial strategies and retail initiatives.
2. Boutique Operations
- Oversee daily operations of all boutiques and POS locations.
- Ensure compliance with company policies, procedures, and operational guidelines.
- Maintain excellence in store presentation, visual merchandising, housekeeping, and security standards.
- Monitor inventory management, stock accuracy, and stock movement.
- Ensure efficient management of repairs, after-sales service, and customer requests.
3. Client Experience & CRM
- Champion an exceptional luxury client experience across all markets.
- Ensure consistent application of clienteling and CRM strategies.
- Monitor client acquisition, retention, reactivation, and database quality.
- Support boutique teams in developing relationships with top clients and VIPs.
- Review client feedback and implement improvement initiatives.
4. Team Leadership & Development
- Lead, coach, and develop boutique managers and retail teams.
- Establish clear objectives and performance expectations.
- Conduct regular store visits, coaching sessions, and performance evaluations.
- Identify talent and succession planning opportunities.
- Foster a culture of accountability, teamwork, and continuous improvement.
5. Dealer & Partner Management
- Act as the primary retail contact for the dealer-operated boutique in Qatar and the POS in South Africa.
- Ensure partner compliance with brand standards and operational requirements.
- Conduct regular business reviews with dealer management.
- Monitor sales performance, stock levels, client development, and staff training.
- Support dealers in implementing brand initiatives and commercial programs.
6. Retail Excellence & Brand Standards
- Ensure boutiques consistently reflect the brand’s luxury positioning.
- Conduct retail audits and implement corrective action plans.
- Monitor mystery shopping results and client satisfaction metrics.
- Ensure compliance with visual merchandising, product display, and service standards.
- Coordinate implementation of new retail concepts and brand guidelines.
7. Inventory & Product Management
- Collaborate with supply chain and merchandising teams on stock allocation.
- Monitor inventory health and product availability.
- Optimize stock rotation and replenishment.
- Identify risks related to slow-moving stock and propose corrective actions.
- Support product launches and special editions allocation strategy.
8. Events & Commercial Activations
- Support planning and execution of boutique events, product launches, and client activations.
- Ensure boutiques effectively leverage events to generate sales opportunities and strengthen client relationships.
- Monitor event ROI and follow-up activities.
9. Reporting & Business Analysis
- Prepare weekly, monthly, and quarterly retail performance reports.
- Present business reviews and recommendations to Regional Management.
- Identify opportunities and risks through data analysis.
- Provide market insights and competitive intelligence.
10. Cross-Functional Collaboration
- Work closely with Commercial team (HQ), Marketing, CRM, Finance, Supply Chain, HR, and Customer Service teams.
- Ensure alignment between commercial objectives and retail execution.
- Support implementation of regional and global initiatives.
Key Performance Indicators (KPIs)
Commercial
- Sales target achievement (%)
- Boutique profitability
- Average transaction value
- Conversion rate
- Units per transaction
- etc...
Client Development
- CRM capture rate
- New client acquisition
- Repeat purchase rate
- Client retention rate
- VIP client engagement
Operations
- Inventory accuracy
- Audit compliance score
- Mystery shopping results
- Service quality indicators
- After-sales service turnaround
People
- Employee engagement
- Staff turnover
- Training completion
- Individual development plans
- Succession readiness