Boutique Manager

CHANEL Boutique Manager

Location: CHANEL Montreal Boutique (in Holt Renfrew)

Reports to: Boutique Director

Contract: Full-time and Permanent

Main Purpose of Job

The Boutique Manager is an ambassador of the Brand who takes ownership of the business and possesses the drive and capacity to achieve ambitious goals through their team. They are able to create and implement strategies to drive strong sales results and ensure the highest level of client service is delivered at all times.  As a business leader, the Boutique Manager is responsible for providing market expertise in relation to client needs and developing strategies to maximize product performance. 

The Boutique Manager leads and develops the store team through inspiring hands-on management and coaching; striving to identify business opportunities and implement the related actions in order to ensure the achievement the Boutique’s sales goals.

The ideal candidate for this role will possess extensive business and people management skills gained within a Fashion House, high profile luxury or a client-oriented retail brand. They will also need to demonstrate exceptional customer service skills and the desire to continuously strive to exceed our client’s expectations.

Responsibilities

Personal Presentation/Image

• Arrive on time each day and ensure the Boutique is fully staffed with employees wearing correct uniforms and presented to the expected standards of the Company grooming guidelines and the CHANEL Charter, ready to trade ten minutes before the opening time

• CHANEL clothing and accessory items must be worn at all times and the grooming guidelines and high standards of personal presentation within CHANEL must be adhered to

• Ensure that the Boutique, including customer, stock and staff areas, are clean and tidy at all times and that products sold or used are replaced neatly and promptly

Customer Experience/Customer Relationship

• Provide the highest level of customer service at all times, giving personal attention to VIPs whilst overseeing and supporting the team in upholding the standards as detailed within the CHANEL Charter including prompt response to telephone queries and relevant after sales care

• Establish, maintain and encourage good customer relationships including welcoming customers, presenting new collections, escorting customers to the door as appropriate and keeping in touch whilst ensuring that the team is applying the appropriate skill

• Ensure that customers are introduced to the customer database and that the system is suitably maintained, capturing and analyzing relevant CRM data, as well as ensuring that all customer service policies are fulfilled

Selling

• Achievement of financial and strategic objectives as defined by the Company, setting and managing relevant goals and objectives whilst encouraging and supporting a continued focus amongst the team as well as driving and tracking sales on a timely basis

• Acquire, maintain and apply expert standards of product knowledge and selling skills to maximize on all sales opportunities, supporting and encouraging the team whilst leading by example

• Explore and utilize suitable marketing opportunities to build the client base

Team Spirit

• Timely address the performance management issues such as motivation, absence and time keeping, including the completion of relevant assessments and paperwork as well as liaison with the Boutique Directorand the personnel department as necessary

• Effective and timely recruitment of staff as appropriate including accurate completion of paperwork and the facilitation of relevant training

• Ensure timely distribution and communication of the CHANEL Charter to all staff as well as monitoring that guidelines are understood and adhered to at all times

• Liaise appropriately and effectively with colleagues, the Boutique Director and Head Office as required, ensuring that “best practice” and relevant experiences are shared as appropriate as well as assisting with transfers where possible

• Ensure suitable and structured organization, communication and monitoring of weekly quotas and daily breaks

• Work effectively and efficiently with the Assistant Manager and Keyholders, delegating tasks as appropriate and ensuring good time management and sufficient shop floor cover at all times

• Apply an approachable, helpful and courteous manner towards both customers, staff and colleagues, being reliable, supportive and flexible as the business demands

• Ensure absolute confidentiality of the Company’s commercial activities and internal affairs

Boutique Operations

• Actively and positively participate in various management meetings as well as participating in the elaboration of the budget for the Boutique

• Proficient organization of events with the Boutique Director,including special promotions, stock taking etc., urging best performance on every occasion and communicating with Marketing and/or PR Departments as appropriate

• Ensure the appropriate management of cleaning and maintenance requirements making sure Health & Safety procedures are followed at all times

• Ensure that the Company’s guidelines relating to security in general, payments, quantities purchased as well as returns and exchanges are followed

• With the Operations Manager, ensure the efficient management of stock and control procedures to prevent damages, discrepancies or loss, maintaining tight inventory control at all times

Merchandising/Image/Product

• Guide the Operations Manager to ensure efficient management of stock and control procedures to prevent discrepancies and loss including monitoring the meticulous handling, tagging and storing of goods

• Oversee appropriate management of window and interior displays in keeping with Company guidelines

Training/Personal Development

• Successfully participate in and complete any training provided, acquiring and applying high standards of selling skills and product knowledge

• Actively and positively participate in and promote any training event provided, efficiently facilitating and coordinating attendance as required, providing any necessary coaching as well as focusing on any areas for development as necessary

Although comprehensive the job description is not exhaustive and additional duties may be added according to the needs of the business and as requested by the Fashion Division Director or CHANEL Head Office

What you would gain from this experience:

• The opportunity to develop and be part of the exciting growth of Fashion Boutique.

• The opportunity to partner with Boutique leadership team and support Fashion Advisors to drive growth and business.