Ensures team is motivated and understands Chanel vision and mission.
Grows and develops boutique team members through the identification of their strengths/weaknesses and develop individual development plans for each team member.
Identifies and implements ways to empower and inspire his or her team members to surpass the expectations of customers, so as to loyalise and build long lasting relationship with them.
Communicates regularly to the boutique team to inspire them and reinforce the Chanel Difference .
Coaches team members in partnership with Training and Product teams in product knowledge, ECS and sales techniques using tools and support provided.
Agree with Retail Manager and/or Fashion General Manager on performance standards and conduct performance reviews every six month.
Defines and adjusts manpower needs. Work closely with ROM/HR in making hiring decisions and proactively help to find and retain talent.
Work with Retail Manager and Head office to develop a Client-centric culture
Champions customer engagement so as to develop long lasting relationships with key customers.
Obtains a thorough and personalized understanding of every Elite Clients’ needs and expectations lifestyle, “as a person”. Makes an effort to get to know every Elite Client in the boutique and Build a close rapport with them.
Understands in general all customers’ needs and expectations, and drives the boutique team members to fulfill these needs and expectations as best as possible.
Sets high standards in all aspects of customer service and drive the team to provide excellent services that can surpass customers’ expectations. At all times, ensures that service provided is in line with company standards. Proactively works with the Boutique team (or Training team where applicable) to address short-comings in customer service identified through Mystery Shopping surveys, client feedback or other indicators.
Personally handles or sees that the boutique team members handle all customer service complaints and/or merchandise complaints effectively and according to guidelines.
Ensures that CEM data on each customer is captured accurately and kept up-to-date.
Work closely with the Retail Manager and/or Product teams to ensure that the boutique is stocked with an appropriate depth and width of merchandise.
Encourages active participation from the boutique team during pre and post buy meetings, and mandate providing regular qualitative feedback on products to the Product Team.
From a product strategy point of view, reinforces, in co-operation with the Product and Training teams, the inspiration of every collection and inspire the boutique team to have a positive mindset towards new products, ideas and inspirations. Inculcate a forward thinking mentality towards every collection.
Drives sales on a daily / weekly / monthly basis for the team. Analyzes variance against sales targets and take appropriate actions.
Agree with Retail Manager and/or Fashion General Manager on targets for telephone calls, appointments and follow up sessions for the team, and drives the boutique team to achieve these targets.
Liaises closely with Fashion Management to ensure that the assortment and stock are at optimal levels to achieve targeted sales.
Recommends incentive schemes to maximize Service +sales performance.
Designs and reviews the boutique roster to maximize staff strength according to traffic demands and trading patterns.
Ensures all operational procedures regarding sales, discounts, transfers, stock adjustments and all policies are followed.
Liaise with other boutiques and Distribution Center and Merchandising Team to ensure a smooth and accurate transfer of stock when required.
Ensures daily sales and appropriate paperwork is accurately completed.
Reports on customer trends / demands, competitor activity and merchandise movement to Fashion Management on a regular basis.
Form close partnerships with W&FJ Division, and the relevant divisions (IT, Finance, ODHR, Logistics, Communications) as well as within the Fashion division (VM, Marketing, Product, PR, Training) in order to best execute and achieve business objective. l role, with a proven track record of successfully managing large teams.
Performing any additional tasks as assigned by the supervisor or management.
Qualifications
Holds a Bachelor's degree in business administration or a related field.
Demonstrates substantial knowledge in luxury fashion retail.
Brings over 10 years of managerial experience with a proven track record of effectively leading large teams.
Capable of adhering to retail working hours, including weekends and public holidays.
Proficient in gathering and communicating business and market trends, with the ability to understand and synthesize business and market intelligence.
