Boutique Manager

Mission:

The IWC Boutique Manager is responsible of leading all activities to achieve business objectives and to build a supreme service culture. He/She will be an inspiring leader with high passion in networking and community building. He/She can run the business in a self-dependent way performing high integrity. He/She can drive and manage the boutique sales, staff, clients and operations. The IWC Boutique Manager will play a critical role in the organization and representation of the brand by promoting its values within the market.

Responsibilities:

Business Performance & Operations

• Drive performance to consistently achieve sales targets and KPIs, maximize business profitability
  
• Analyse performance to identify business needs and turn them into individual actions and objectives
  
• Lead the team to successfully implement and achieve business growth in new retail channels
  
• Ensure operations comply with company policy while consistently improving the functioning of the boutique.
  
• Maintain boutique image according to the brand's standards
  
• Build and maintain strong collaboration with stakeholders as well as office team
  

Client Experience & Development

• Demonstrate leadership by playing an active role inside and outside the boutique through hosting clients, and ensure best personalized client experience is provided
  
• Lead the team to host clients with the ability to establish strong relationships
  
• Execute service excellence to increase client satisfaction and retain customer loyalty
  
• Establish brand and boutique presence in the market, propose local events through continuous networking, capture competitive market share through community outreach
  
• Influence team to strengthen Client Relationship Management (CRM) mindset, utilize CRM tools and analysis to enhance client experience
  
• Manage client database by applying IWC's guidelines
  

People Development

• Identify and recruit new talents, compose and retain a high performing team
  
• Lead by example demonstrating passion towards IWC, know our brand's products, mission and value
  
• Conduct in-store training, coaching and daily briefs
  
• Build individual objectives and development plans
  
• Conduct one-to-one coaching sessions to review performance and provide constructive feedback
  
• Oversee annual review process for boutique staff, assess team and individual performances
  

Profile:

• Strong entrepreneurial spirit, leadership skills and sales skills
  
• Excellent communicator who is passionate in building relationship and networking, with strong social skills
  
• High emotional intelligence and general education
  
• Ability to positively lead, coach and develop talents / team members from different backgrounds
  
• Ability to analyse selling reports, identify business trends, and react quickly to the needs of the business
  
• Strong sense for client satisfaction, luxury experience, etiquette and human behaviour
  
• Manifest customer centricity mindset in all aspects of the business
  
• Open and outgoing personality
  
• Team player with good interpersonal competences and empathy
  
• Fluent in French and English and ideally one more relevant tourist language
  
• 4-5 years of boutique management experience or equivalent experience in hospitality
  
• Applicants with background in luxury retail sales or hospitality preferred