Head of Boutique

Job Purpose: The Boutique Manager plays a vital role in the WFJ division and is our Brand Advocate. He or she is responsible for executing the Chanel difference in the boutique and demonstrating Retail Leadership. He or She acts as a business partner to bridge the needs in the boutique and office.

Key Responsibilities:

Uphold the image of the Brand (VM Merchandising +BTQ Maintenance +Grooming)

• Acts as a Brand ambassador on the boutique floor.
• Ensures window and in-boutique displays consistently reflect the essence of the WFJ collections and the Chanel image. Works in collaboration with local VM to ensure that VM is at all times irreproachable, eye-catching and enhancing for the products displayed.
• Ensures the boutique environment is always in optimum condition from cleanliness to maintenance of furniture, fixtures and décor, including the professional image of team members and all collateral, supplies & stationery are used according to company guidelines.

Leadership and Management

• Ensure team is motivated and understands Chanel vision and mission. Consistently lead the team with high quality examples / role modeling.
• Identify and implement ways to empower and inspire team to surpass the expectations of customers in order to achieve engagement and business results.
• Grow and develop boutique teams. Coach team members in product knowledge, customer service and sales techniques using tools and support provide in collaboration with the training department. Agree on performance standards and review performance every six month in partnership with Retail Manager.
• Work closely with HR in making hiring decisions and proactively help to find and retain talent.

Build a Client-centric Boutique team

• Champion customer engagement so as to develop long lasting relationships with key customers. Have a thorough and personalized understanding of every VIP Clients’ needs and expectations (lifestyle, “as a person”).
• Set high standards in all aspects of customer service and ensure that the team upholds these standards consistently to all customers.
• Ensure customer service, after sales service, complaints and / or merchandise complaints are handled effectively and according to guidelines.
• Capture and ensure CEM data is kept up-to-date. Share consumer insight, competitor activity and merchandise movement to WFJ Management on a regular basis.

Merchandise & Inventory Management

• Collaborate with the Product Team to ensure the appropriate stock levels on the floor both qualitative and quantitative
• Provide feedback from clients on products to the Product Team.

High Jewellery Responsibility

• Attend events and follow up with sales to convert orders into settlements and channel sales into the respective boutique throughout the year.
• Attract new customers to High Jewellery and develop High Jewellery sales in boutiques outside of HJ events periods by identifying clients' potential and up-selling talent.
• Be knowledgeable about the Chanel High jewellery strategy and share with teams and customers about the icons, stories, collections and craftsmanship.
• Coach boutique team to increase their confidence and capabilities of selling high jewellery.

KPI management:

• Drive sales on a daily / weekly / monthly basis for the team. Analyze variance against sales targets and take appropriate action. Recommend incentive schemes to maximize service and sales performance.
• Liaise closely with WFJ Management to ensure that the assortment and stock are at optimal levels to achieve targeted sales.

Operations Management

• Design and review roster to maximize traffic demands / trading patterns.
• Enforce procedures to prevent theft / fraud in boutique and ensure staff is effective deterrents to thefts / security breaches.
• Ensure all operational procedures regarding sales, discounts, transfers, stock adjustments, after sales service and all policies are followed.
• Liaise with other boutiques and warehouse to ensure a smooth and accurate transfer of stock when required.
• Ensure follow through for all service and repair of timepieces and jewelry.

Close Partnerships:

• Form close partnerships with Fashion, within WFJ (VM, Marketing, Product, PR, Training) and relevant divisions (IT, Finance, ODHR, Logistics, Communications) in order to best execute and achieve business objective.
• Collaborate with Fashion Boutique Managers to ensure that there is a consistent management of common customers between WFJ and Fashion, recruit new potential customers from Fashion, ensure good synergy and remove barriers for both teams.

Academic / Professional Qualifications / Work Experience

• Secondary School Graduate. University graduate a plus
• Minimum 2 years experience in managing a team of no less than 5 members. WFJ and retail background is a must. GG, DGA and FGA are definitely an advantage.

Functional Competencies:

• Leadership and Management
• Image and Merchandising
• Customer Service
• Operations Management
• Business Acumen
• Learning Agility

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.