Deputy Manager

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.