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Assistant Boutique Manager, Harrods
mid · Luxury & Retail
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.
YOUR MISSION:
Managing day-to-day boutique operations, transforming corporate objectives into operational goals at a boutique level. Being the brand ambassador to reflect brand image to boutique customers. Leading and inspiring the boutique team to foster a high-performance and engaging environment. Attain desired results through creative and effective use of resources. Prepare business analysis and action plans to achieve sales targets. Assist the Boutique Director in their role.
HOW WILL YOU MAKE AN IMPACT?
SALES
- Meet personal budgets in accordance with brand retail strategy (compliance with group procedures, legal, fiscal, and customs regulations).
- Maximize profit whist controlling & minimizing costs (discount, general expenses, third party commissions).
- Organize private viewing with potential VIPs in your region.
- Discuss business opportunities/Action Plans of potential prospects with Boutique Director.
- Act as a reference in terms of building action plans to achieve personal targets.
- Learn and support the Boutique Director with implementing HQ commercial guidelines (Retail Manual).
- Analyze each boutique visit with concerned sales member and build action plan to for possible conversion/retention.
TEAM MANAGEMENT
- Act as a manager-on-duty when the Boutique Director is absent.
- Identify and share with the Boutique Director the training needs of boutique members.
- Responsible for supporting the Boutique Director in integrating and training new and existing team members.
- Monitor staff appearances and behavior, in line with company policy and boutique guidelines (uniform, makeup, language, hair, accessories, etc).
- Provide support to Boutique Director in coaching of each boutique member and collective objectives, via (not limited to) team meetings, on the job trainings, assignment of tasks, and feedback on expectations.
- Organize boutique team schedules and solve conflicts, to ensure work equality of staff in terms of working hours and opportunities.
STORE MANAGEMENT
- Ensure Excellence in and outside of the boutique.
- Ensure maximum client welcoming, handling, and servicing.
- Demonstrate brand ambassadorial skills, at any given time, with partners or local dignitaries.
- Responsible for overall appearance and maintenance of the boutique in accordance to brand guidelines and concept.
- Assist in timely boutique implementation and control of any new Visual Merchandizing concepts.
- Learn and practice compliance with Group and Brand (Retail Manual) procedures.
- Actively ensure accuracy of monthly (quarterly, yearly) stocktaking and quality control.
- Actively ensuring all measures to avoid stock discrepancies at all times.
- Ensuring maintenance of all boutique timepieces when necessary: changing of straps polishing, servicing, etc.
- Weekly follow up with regional head office for stock replenishments and active order requests.
FINANCIAL & CASH REGISTER CONTROL
- Compliance with procedures, and with legal, fiscal and customs regulations.
- Control cash register.
REPORTING
- Ensure timely reporting of sales (daily, monthly) in accordance with boutique, brand and sales manager.
- Identify strengths and weaknesses in existing operation to define action plans for implementation.
CUSTOMER EXPERIENCE & CRM RELATED ACTIVITIES
- Support and ensure the boutique team confidently delivers Lange selling ceremony.
- Be part of a positive atmosphere within the boutique; optimistic, constructive, helpful, confident, etc.
- Proactively participate in VIP events and orders, be considerate of our boutique opportunities.
- Ensure accurate and genuine relationship building with customers.
- Ensure attention to existing and new recruitment of VIP, customer and prospect database for boutique sales and marketing activities.
- Individually handle with care client complaints, and immediately report to Boutique Director brand product related issues.
- Follow up and coordinate individual repairs and after sales related matters with Sales Administrators.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
- 5+ years of relevant work experience in luxury retail and boutique operations, Watches experience will be advantageous
- Very good communicator with collaborative spirit and strong interpersonal skills
- Personal client base, excellent in client management and client relationship building
- Results-oriented, structured and organized
- Fluency in written and verbal English, other languages are beneficial