Boutique Manager

THE WATCHMAKER OF WATCHMAKERS
Since 1833, driven by an unquenchable thirst for innovation and creativity, and inspired by the peaceful natural surroundings of its home in the Vallée de Joux, Jaeger-LeCoultre has been distinguished by its mastery of complications and the precision of its mechanisms. Known as the Watchmaker of Watchmakers, the Manufacture has expressed its relentlessly inventive spirit through the creation of more than 1,300 different calibres and the award of more than 400 patents. Harnessing 190 years of accumulated expertise, La Grande Maison’s watchmakers design, produce, finish and ornament the most advanced and precise mechanisms, blending passion with centuries-old savoir-faire, linking the past to the future, timeless but always up with the times. With 180 skills brought together under one roof, the Manufacture creates fine timepieces that combine technical ingenuity with aesthetic beauty and a distinctively understated sophistication.

BOUTIQUE MANAGER

PAVILION, MALAYSIA

HOW ARE YOU MAKING AN IMPACT? 

YOU ACHIEVE SUSTAINABLE BUSINESS AMBITIONS BY CULTIVATING LASTING CLIENT’S RELATIONSHIPS
 BUILT BY PASSIONATE AND HIGH PERFORMING TEAM.

WHAT ARE YOUR KEY RESPONSIBILITIES?

ACHIEVING SUSTAINABLE BUSINESS AMBITIONS:

Commercial target:

ñ      Sales performance and growth: Ensure boutique objectives achievement (turnover, clients portfolio development…) Maintan Boutique in top ranking regionally & ensure to gain market share

ñ      Strategic planning and execution: Together with the Sales Manager, co-build the boutique vision and targeted budget. Build boutique action plan to reach boutique targets. Support the implementation of the boutique business plan and action plans.

ñ      Performance monitoring and analysis: Monitor performance and KPIs, identifying trends and opportunities for improvement.

ñ      Market intelligence and adaptability: Follow market trends, competitor activities, and customer insights to identify growth opportunities and inform strategic decision-making.

ñ      Maison representation and advocacy: Represent Jaeger-LeCoultre as a brand ambassador within the local community, building relationships and enhancing brand visibility through strategic partnerships and events.

Operational excellence:

ñ      Compliance and risk management: Ensure compliance with Group’s policies & Maison’s commercial rules. Guarantee that retail procedures are respected (selling, customer services, stock management, security…). Ensure all team is aware about latest procedures and tools capabilities.

ñ      Safety and security: Oversee the safety and security of the team, inventory, and premises, implementing and maintaining robust security protocols.

ñ      Inventory management: Manage inventory levels, ensuring optimal stock availability while minimizing losses and discrepancies.

ñ      Transparent communication: Provide clear vision of the boutique and transparent feedback to your management, building trust and challenging partnership.

BUILDING A PASSIONNATE AND HIGH PERFORMING TEAM:

ñ        Inspire and motivate: Cultivate a positive and collaborative work environment that fosters team morale, passion, and productivity.

ñ        Engagement and development: Implement strategies to enhance team engagement and motivation, fostering a culture of excellence and continuous improvement.

ñ        Performance management and coaching: Set individual sales targets and monitor performance. Conduct regular performance reviews and provide constructive feedback. Conduct one-to-one coaching for each team member to define and commit on individual action plans on a bi-monthly basis.

ñ        Scheduling and resource optimization: Organize boutique team roaster to optimize staffing levels and ensure exceptional client service. Identify and share recruitment needs to local management. Effectively integrate new team members.

ñ        Training and expertise: Address training needs and implement training programs to enhance product knowledge, sales techniques, customer service skills, and Maison storytelling.

ñ        Team communication and collaboration: Animate the team (prepare briefings & share information), fostering open communication and collaboration.

CULTIVATING LASTING CLIENT RELATIONSHIPS:

ñ        Client advising: Demonstrate leadership by playing an active role inside and outside the boutique through hosting clients, and ensure best personalized client experience is provided

ñ        Elevate the client journey: Ensure the boutique environment is meticulously maintained to provide a welcoming and luxurious experience for all clients. Coordinate omni-channel activities to ensure a seamless client journey.

ñ        Client relationship management: Implement and manage CRM strategies to cultivate and expand the boutique's client database, driving repeat business and brand loyalty. Ensure proper execution of the clienteling strategy within the boutique team.

ñ        Personalized service: Empower the team to provide personalized and attentive service, anticipating client needs and exceeding expectations.

ñ        Customer service excellence: Ensure the team provides the best customer service-related activities, ensuring prompt and effective resolution of client inquiries and concerns. Provide support for complex customer service issues, managing escalation when needed.

WHAT ARE YOUR DRIVERS?

ñ        Result-oriented and demanding

ñ        Self-driven and can act in a low pace environment

ñ        Curious

ñ        Humble

ñ        Passionate

ñ        Proper sense of luxury and pay attention to details and excellence

ñ        Passionate about creating exceptional client experiences and fostering a culture of hospitality.

ñ        Strong leadership and management skills, empathetic

ñ        Strong organizational and problem-solving skills

WHAT DO YOU BRING TO THE TEAM?

ñ       At least 8-10 years of proven experience in luxury retail management, preferably in the watch or jewellery industry

ñ        Excellent leadership and team management abilities

ñ        Excellent communication, interpersonal, and presentation skills

ñ        Fluency in Malay and strong level of English language to manage clientele and business needs.