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