Boutique Manager

JOB PROFILE BOUTIQUE MANAGER

About A. Lange & Söhne

Since the legend's reincarnation in 1994, A. Lange & Söhne has been one of the most respected and successful watch brands in the luxury sector. Our whole aim is to continue our tradition with new, outstanding products, very much in keeping with Lange's claim: State-of-the-art tradition. What we expect from our watches, we expect from us: Never stand still.

PURPOSE

The main purpose of the Boutique Manager is to drive continuous growth of the Maison’s boutique performance and key results. The Boutique Manager is fully responsible for the management and performance of the store and is a key contributor in seeking new business opportunities. The Boutique Manager is expected to act as an entrepreneur. She / he commits, dedicates and takes proactive and strategic actions towards their responsibilities and duties. Thanks to strong technical, interpersonal and managerial skills and an entrepreneurial mindset, the Boutique Manager is accountable for meeting sales objectives, building long-lasting and loyal client relationships and assembling and leading a top-notch boutique team.

Key Responsibilities

• SALES
• Exceed boutique budgets in accordance with brand retail strategy (compliance with group procedures, legal, fiscal, and customs regulations).
• Plan and implement monthly meetings and actions.
• Achieve Boutique KPIs defined by the management.
• Assist management in proactively implementing boutique commission schemes.
• Adhere to HQ commercial guidelines (Retail Manual). Be accountable for their implementation.
• Maximize profit by controlling & minimizing costs (discount, general expenses, third party commissions).
• Regularly analyze and question sales figures with management to further refine future sales projections and ensure maximum market satisfaction.
• TEAM MANAGEMENT
• Lead the Boutique team by explicitly communicating objectives, responsibilities, results, brand standards and procedures. Assign tasks, track and communicate.
• Transfer and maintain the sense of belonging and pride in working at A. Lange & Söhne. Organize team activities and cultivate team spirit.
• Develop capabilities and coach the team members to reach objectives.
• Plan to assemble the top-notch team. Source potential candidates, recruit, on-board and train new staff as a part of “Lange family” from day 1. Monitor the team and take necessary Human Resources decisions to restructure the team.
• Ensure coaching of each boutique team member and collective objectives, via (but not limited to) team meetings, on the job trainings, appraisals, anticipation of training needs, distribution of tasks, and feedback on expectations.
• Guarantee team has access to all needed information and documents regarding guidelines, novelty information, etc.
• Organize boutique team schedules and solve conflicts, to ensure work equality of staff in terms of working hours and opportunities.
• Monitor staff appearances and behavior, in line with company policy and boutique guidelines (uniform, makeup, language, hair, accessories, etc.).
• STORE MANAGEMENT
• Responsible for maintaining a high level of display, visual merchandising, and Boutique condition and environment, in coherence with Brand guidelines.
• Act as the “face” of the Boutique and as Brand Ambassador in and outside of Boutique. Build Brand and Boutique awareness and equity. Demonstrate brand ambassadorial skills, at any given time, with partners or local dignitaries.
• Maintain professional and respectful relationships with service suppliers, boutique neighbors such as other Maisons and a landlord / shopping mall.
  
  

C. STORE OPERATION MANAGEMENT

• Comply with Group and Brand (Retail Manual) procedures. Identify issues and propose different solutions so that store operations run flawlessly at all times.
• Actively manage store stock quality, quantity and back orders.
• Actively ensure accuracy of monthly, quarterly and yearly stocktaking and quality control.
• Actively ensuring all measures to avoid stock discrepancies at all times.
• Weekly follow up with regional head office for stock replenishments and active order requests.
• Protect employees and customers by providing a safe and clean store environment.
• FINANCIAL CONTROL & CASH REGISTRY
• Compliance with procedures and with legal, fiscal and customs regulations
• Control cash register.
• REPORTING
• Ensure timely reporting of sales (daily, monthly) to Brand Director and Area Sales Manager.
• Identify strengths and weaknesses in existing operation to define action plans for implementation.
• CUSTOMER EXPERIENCE & CRM-RELATED ACTIVITIES
• Define store navigation scenario and mobilize Sales Associates on the sales floor. Direct and support the team to competently deliver Lange selling ceremony using appropriate brand verbiage, behavior and tools.
• Generate the interest of target prospects and convert to boutique customers. Develop specific programs to acquire new high potential customers. Manage clients’ lifecycles.
• Maintain on-going relationships with clients as a part of “Lange family”. Ensure special attention to existing and new VIP customers to maintain their loyalty.
• Identify opportunities and propose clienteling strategy using iCM. Obtain, input, update client information and track clienteling tasks of Sales Associates.
• Identify current and future customer’s requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
• Take part in client events, such as manufacture visits, with a clear strategy in place involving sales, CRM and prospecting objectives.
• Individually handle with care client complaints and immediately report to regional office any boutique, brand or product related issues.
• Follow up and coordinate individual repairs and customer service related matters.
• REGIONAL AND INTERNATIONAL COOPERATION
• Develop agile communication and increase cooperation with other boutique managers in the same region. Eliminate unproductive territorial tensions and frictions among Lange boutiques and boutique teams.
• Participate in the Lange international retail community activities. Share insights, opportunities and best practices to increase the overall retail performance and nurture a supportive Lange retail culture.