Boutique Director

Mission

The Boutique Director is responsible for the development and optimization of boutique performance and profitability by managing the boutique team, ensuring excellence in boutique operations and client experience, while maximizing sales of the boutique. This role demonstrates the refined luxury lifestyle of PANERAI through customer experience, attitude, behavior and making decisions in the best interest of providing an elevated customer experience. He/She manages his/her teams in line with Maison’s values and supports talent development for individual careers and collective team performance.

Key Responsibilities

Boutique and Sales Management

• Responsible for the achievement of Boutique qualitative and quantitative goals through developing the local clientele and achieving or exceeding overall sales targets.
• Regularly monitor sales targets and KPI’s and implement action plans should there be shortfalls
• Demonstrate creativity, “thinking outside the box” in generating and hunting business for your store, and proactively network to identify new business and client opportunities.
• Develop, train and motivate boutique teams to achieve individual sales goals and client development.
• Demonstrate lead by example leadership by playing an active role on selling floor and on the spot coaching
• Drive development of the retail team to ensure succession planning and high retention rate, minimizing honey-moon leavers.
• Conduct regular touch bases to review associate performance and development in line with business strategies and propose action plans for improvement when needed
• Adhere strictly to Brand guidelines and ensure the team is well versed in upholding the brand equity.
• Recommend improvements to the management team in all aspects of the boutique operations/maintenance and monitor/ control boutique expenses within budget guidelines.
• Provide exceptional customer service surpassing clients’ expectations at every opportunity.
• Provide monthly reporting to the Commercial Director (sales, traffic, KPIs, follow up, missed sales, stock issues, CS, discount…) and propose corrective actions
• Review Mystery shopping results with the Commercial Director and Boutique Team and set up corrective action plans where necessary.

Customer Service / Customer Relation Management & PR Events

• Coach and Train the boutique team to deliver Panerai selling ceremony, always ensure the highest level of service to the clients.
• Curate a positive atmosphere within the boutique; optimistic, constructive, helpful, confident, building genuine relationship with Clients.
• Ensure all clients including prospects data are effectively captured and constantly monitor team progress and coaching where needed.
• Attend to all client requests and concerns in an efficient and professional manner.
• Maintain consistent, uncompromising high standards of service and presentation according to brand guidelines.
• Actively initiate and propose relevant client activations and initiatives to be considerate of any boutique opportunities.
• Work closely with Marketing, CRM and Client Development Manager to build and implement good returns client engagement programs for the store
• Work closely with the Communication team to initiate and/or coordinate regular events to promote and enhance boutique awareness, drive instore traffic and purchase desire with existing and new clientele

Team Management

• Lead by example, coach, train, motivate and role playing, always with a high degree of professionalism
• Coach your staff “on the job” and make sure they have appropriate trainings to achieve their targets in terms of sales, KPI’s
• Leverage on training programs to improve individual and team performance
• Develop and maintain positive relationships with team by understanding and addressing individual motivation, needs and concerns
• Maintain a cohesive, cooperative work environment through day to day management and motivational activities
• Validate the rostering and take a hands-on approach to staffing, time off management, and overtime management
• Training: Plan training with Retail Performance Manager, voice up training needs to headquarters, follow up on training via individual staff performance and career progression
• Ensure boutique daily sales and traffic are accurate, correctly counted and reported on a day-to-day basis

Visual Merchandising:

• Oversee store visual merchandising making sure it is in line with brand direction and business trend
• Implement and follow all standards as per the Boutique Visual Merchandising guidelines
• Actively ensure merchandise presentation always reflects VM standards and general cleanliness of the boutique
• Implement and follow all standards as per the Boutique Visual Merchandising and staff uniforms guidelines

Inventory Management

• Ensure accuracy in all inventory management in accordance with Group and Brand compliance
• Ensure that all inventories are always properly accounted for and secured
• Fluent in compliance procedures, ensure staff is 100% trained and aware of compliance procedures, reinforce compliance through training and daily briefings

Requirements

• Minimum 10 years’ experience in luxury goods retail, preferably luxury watches, with managerial experience in sales and customer service
• Strong leadership, ability to build trust and respect with the team, well organized, able to delegate, strong client marketing
• Strong communication skills and able to work with cross functions, implement projects and manage change
• Ability to motivate others, has a “team player” spirit and the ability to work well within a group/team dynamic
• Strong interpersonal skills poised and composed with clients and staff, reliable and independent, outgoing and social, ready to take initiative, sales driven
• Proficiency in Microsoft Office an advantage