The Deputy Boutique Manager will oversee the boutique team, and:
- Assist the Boutique Manager in all aspects of daily, monthly, and periodic business operations, training activities, and CRM initiatives.
- Ensure operational and audit guidelines are adhered to and implemented correctly in the boutique.
- Attain sales targets while maintaining a consistently high level of after-sales service quality.
- Cultivate client relationships at the boutique and uphold a superior level of client experience.
- Achieve Boutique KPIs set by the Boutique Manager and Head of Sales.
- Act as an ambassador for the brand both within and outside the boutique.
- Report operationally to the Boutique Manager.
KEY RESPONSIBILITIES
Store Operation Management
- Ensure team compliance with all guidelines and regulations.
- Manage product rotation.
- Regularly update the Boutique Manager on stock replenishments, active order requests, and after-sales service cases.
- Oversee maintenance of all boutique timepieces when necessary: changing straps, polishing, servicing.
- Monitor After Sales Service: assist the team in client communication and resolving issues proactively.
Sales
- Meet and exceed the boutiques monthly targets aligned with the brand's retail strategy.
- Achieve Boutique KPIs set by the Boutique Manager monthly.
- Collaborate with the Boutique Manager to develop an anti-fragile strategy.
Store Appearance Management
- Maintain an exceptional boutique experience and environment.
- Ensure high-quality service from client welcoming to servicing.
- Assist the Boutique Manager in implementing visual merchandising concepts, CRM activities, and more.
- Ensure optimal client service to exceed client experience expectations both in and outside the boutique, fostering client interest in products through CRM follow-up and after-sales service.
Team Management
- Ensure proactive engagement of all Sales Associates.
- Actively monitor staff appearances and behavior, ensuring compliance with company policies and boutique guidelines.
- Assist in team development initiatives alongside the Boutique Manager.
- Facilitate training for new team members.
- Assist the Boutique Manager in providing individual coaching to team members weekly.
- Delegate tasks within the retail team to ensure smooth boutique operations.
- Collaborate with the Boutique Manager on scheduling to ensure equality of staff in terms of working hours and opportunities.
- Conduct role plays with the team weekly and provide constructive feedback daily to track performance in the Maison.
Reporting
- Participate in sales reporting (daily, monthly) as directed by the Boutique Manager. Actively contribute to defining action plans.
- Submit the monthly action plan to the Boutique Manager (confirmed sales, BTQ activations, micro-events such as client lunches/dinners, proposals for BTQ improvements, client experience).
Customer & CRM Related Activities
- Ensure service excellence within the boutique and team.
- Build relationships with customers and lead by example.
- Ensure attention to existing and new VIP, customer, and prospect recruitment for boutique sales and marketing activities.
- Handle client complaints with care.
- Track and respond to Medallia feedback daily, sharing reports with the team.
What You Will Bring
- Minimum of 5 years of related experience in Retail.
- Previous experience in luxury preferred.
- Strong background in developing and managing customer acquisition, engagement, and retention strategies.
- Previous experience and strong involvement in BTQ operations.
Skills / Abilities:
- Autonomous and proactive with a results-driven attitude.
- Proactive decision-making and assertiveness.
- Entrepreneurial-minded, mentally agile, broad-scanner, critical thinker, with the ability to innovate and drive change, capable of independent goal achievement.
- Impeccable written and oral communication skills.
- Highly organized, proactive, resourceful, and motivated, with a positive and resilient attitude.
- Ability to travel internationally when required.
- Existing high VIC/VVIC client network in the GCC.
- Elegance, audacity, and excellence are part of your DNA.
- Excellent knowledge of the luxury retail market, including luxury fashion, watchmaking, and jewelry brands, general knowledge, market trends, and latest news locally and globally.
- Exceptional sales skills and expertise in client relationship development.
- Ability to handle multiple demands and prioritize without losing attention to detail.
Your journey with IRD
Our dedicated recruitment team is committed to providing a prompt and personable recruitment process. Rest assured, you will receive unwavering support at every step of your journey with us.