The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
MAIN PURPOSE
The Boutique Director will lead the team to provide clients with exceptional and unique experiences by ensuring excellence in boutique operations and client services. He/she will be responsible for the financial growth of the Cartier Boutique in accordance with the retail strategy and lead its profitability. The director will represent the Brand by being a true Cartier Ambassador, inside and outside of the Boutique with clients and partners as well as with team members and peers. He/she will be the face of the Masaryk boutique that resonates locally and internationally.
The Boutique Director will be responsible for managing the operation of the Boutique as well as the Boutique team and will take an active role in the creation and Implementation of the yearly action plan. Thanks to a strong entrepreneurial spirit, the boutique director will work closely with local HQ to propose and implement new initiatives to animate the boutique throughout the year and to actively develop the business by recruiting new clients and by nurturing our historical clients, especially our High-End clientele. Holding a true managerial role, they will be managing several departments in a complex and ever-changing environment.
KEY RESPONSIBILITIES
Key responsibility 1:
COMMERCIAL PERFOMANCE
- Strategize business opportunities in an omni-channel environment to maximize sales.
- Develop a deep understanding of the competitive landscape, surrounding community, local trends, etc.
- Develop long-term action plans to exceed boutique sales targets. Identify & exploit existing/new opportunities for Cartier.
- Drive boutique performances, including but not limited to Category performances.
- Manage a sales unit to consistently achieve and/or exceed the KPIS, defined by the management. As an example, use full suite of retail KPIs to set individual targets and embed a culture of performance improvement through systematic monthly 1:1
- Champion product category performance to drive sustainable performances & gain market share.
- Leverage VM to boost commercial performance.
- Partner with VM teams on external / internal display & rotation plan to create brand excitement (hot spots, windows animation…) & boost commercial performance.
- Prestige Category
- Drive performance of high-end category and maintain boutique status as Prestige category
Key responsibility 2:
- CLIENT DEVELOPMENT & CLIENT EXPERIENCE
- Enhance client knowledge.
- Define targeted action to improve data capture (visitors, prospects, clients).
- Promote and leverage clienteling tools (ex. My clients, CRM program) to enrich the client database (ex. client interest).
- Identify and execute client development plan, clienteling initiatives and client follow up.
- Champion clienteling activities to develop the client portfolio of the team (including but not limited to defining and monitoring dedicated KPIS for the team).
- Promote and leverage client experience related tools (example: CEB, voice of clients, etc.) to develop the overall client satisfaction. Ensure proper follow-up to clients’ feedback.
- Develop action with local relevant communities (artists, politics, philanthropy, culture…) / leverage VIPs as centers of influence.
- Develop partnerships with commercial third-parties (including but not limited to guides, personal shoppers, department store managers…).
- Leverage client knowledge to connect and engage with visitors, prospects and clients.
- Strategize on, program and curate exceptional experience to connect & engage with client.
- Partner with corporate office to leverage the BTQ as an experience center, through Maison related animations (ex. art & Culture animations) and Client special events [both offline & online]].
- Identify, program and curate bespoke experiences throughout all client journeys/experience lines, including but not limited to:
- Maison related animation Client special events, both offline & online.
- Top class concierge & in-store hospitality services that are specific to the local market and client expectations.
- New services (boutique pick up, distant sales, e-com ship from store…).
Key responsibility 3:
LEADERSHIP
- Inspire the team.
- Act as an inclusive leader – ensure every team member is respected and has a voice.
- Engage teams and communicate about maison's vision, strategy & common business goals (i.e regularly conduct team meetings, morning briefs..).
- Energize and animate through the year.
- Attract & develop a high-performing team.
- Actively source candidates & maintain a pool of talents through candidates.
- Partner with HR teams, sales coaches and/or L&D teams to define a development journey for each employees (i.e., Conduct performance review, build concrete IDP…).
- Engage in learning by doing for the team by involving them in co-development exercises to solve boutique challenges.
- Lead the performance management processes.
- Provide regular feedback and coaching on the spot.
- Ensure all new team members have structured on-boarding and define development journey related to Maison-DNA topics & Career paths.
- Act as a brand ambassador towards the team.
- Embrace the true value of the Maison DNA and Values and Lead by example.
Key responsibility 4:
AMBASSADORSHIP & IMAGE.
- Embrace the true value of the Maison DNA and Values and “Lead by example”.
- Uphold boutique image
- Supervise VM guidelines and all guidelines related brand image (ex. Grooming guideline).
- Partner with corporate teams to ensure that the boutique meets Cartier standards through regular maintenance and cleaning.
Key responsibility 5:
OPERATIONS & BUSINESS MODELS.
- Uphold boutique operations.
- Guarantee proper execution of all procedures / compliance related activities (ex. Sales / Finance procedure & cash management, Security & Safety procedures).
- Ensure successful inventory management on Finished goods, non-finished goods / consumables & CS products.
- Optimize boutique controllable operating expenses [ex. Manage boutique’s expenses].
- Manage partnership with third party / vendors.
- Constantly improve Boutique flows.
- Develop clear actions to constantly improve the overall boutique operations & flows (ex. Boutique as a fulfillment center) in order to improve the client experience.
- Promote new services & tools.
- Promote knowledge & adoption of tools in an effective way [i.e new mobile POS, sales force…].
- Promote knowledge & adoption of new services in an effective way
JOB PROFILE
Education:
- Bachelor degree in Business Administration, Marketing or related field.
Required experience:
- 10 years of experience in Retail, preferable in Luxury Industry. 5-8 years of experience in managerial positions.
Technical skills / abilities:
- Spanish and English required, French and Portuguese a plus
- Knowledge of the watch & jewellery industry is a plus
- Proficient in Microsoft Word, PowerPoint, and Excel
Values:
- Curiosity
- Open Mindedness
- Respect
- High Level of Precision
- Sharing (welcoming & collaborative style).