OMEGA Boutique Manager | Chatswood Chase

Swatch Group; Willoughby; On-site; AUD 90,000 - 120,000; Full time

Job summary

Swatch Group seeks a Boutique Manager for its Omega boutique in Willoughby, NSW. You will oversee staffing, sales performance, training, inventory, and customer service, representing the brand with professionalism and sales excellence.

You will lead by example, drive targets, and develop local VIP clients while ensuring flawless boutique operations and high service standards.

Qualifications

• Minimum 5 years retail experience in the luxury sector preferred.
• Proven staff management experience desirable.
• Tertiary qualifications in Business administration an advantage.
• Highly developed customer service and client relationship skills.

Responsibilities

• Boutique Operations Management: Rosters, policy adherence, stock balance, and reporting.
• Sales & Service Management: Achieve sales targets, maintain service standards, build client database, manage VIP relationships.
• Leadership & People Management: Motivate staff, monitor performance, conduct reviews, set objectives, provide feedback.
• Learning & Development: Implement training programs, complete e-learning, expand brand/product knowledge.

Skills

Luxury retail experience

Staff management

Customer service

Communication skills

Organizational skills

Time management

Team player

Leadership

Grooming and presentation

Visual merchandising

Availability

Energy and enthusiasm

Industry knowledge (luxury watches)

Education

Business administration degree or equivalent

Job description

Since 1848, innovative watchmaking has been the cornerstone of OMEGA’s heritage but it is also inspired by sports timekeeping, the conquest of space and of course its enviable role in support of the world’s favourite spy. Thanks to OMEGA’s pioneering spirit and iconic designs, the brand has established a reputation for quality and luxury that is renowned worldwide.

The Role

The primary objective of this position is to ensure the seamless operation of the boutique, consistently achieving sales targets and leading by example at all times. This role encompasses full accountability for staffing, sales performance, training, inventory control, and cost management, while also providing oversight of customer service. As a key representative of the brand within the market, the Boutique Manager is expected to embody the highest standards of professionalism, client service, and sales excellence.

Responsibilities

Boutique Operations Management

• Planning of rosters for all areas of the boutique
• Continually review operational reports and records to ensure company policies and procedures are being upheld
• Ensuring the set up and set down processes are smooth running and to company requirements
• Daily reports are sent to relevant management making sure all figures balance.
• Monitor stock processing (incoming / outgoing), boutique transfers, damaged returns and Customer Service inventory maintaining correct levels at all times
• Be responsible for solving problems that impact boutique’s service, efficiency and productivity
• Track the performance statistics of sales employees
• Oversee the organisation, refill and storage of back up stock, visual merchandising material, product packaging, instruction booklets and warranties

Sales & Service Management

• Be responsible for ensuring sales targets are achieved
• Ensure highest level of service standards across all boutique employees at all times and ensure all employees use the OMEGA sales ceremony
• Lead the development and maintenance of a client database through demonstrated sales performance
• Open and close the boutique independently
• Personally manage client elevations
• Oversee boutique and individual client VIP relationships
• Ensure adequate focus on building local clientele VIP relationships

Leadership & People Management

• Motivate boutique employees to optimise performance
• Actively monitor the performance of all boutique employees
• Assess and recommend to Retail Manager the training needs for sales employeesConduct mid-year and annual performance review meeting with all boutique employees
• Set annual performance objectives for relevant boutique employees
• Provide ongoing feedback to Retail Manager on boutique employee performance
• Approve boutique employee leave requests, ensuring service standards are not compromised and annual leave accruals do not become excessive

Learning & Development

• Implement agreed training programs for all boutique employees
• Execute E-Learning requirements and ensure completion of all modules
• Develop own comprehensive OMEGA brand and product knowledge base

Skills and Experience

• Minimum 5 years retail experience in the luxury sector preferred
• Proven staff management experience desirable
• Tertiary qualifications in Business administration an advantage
• Highly developed and proven customer service and client relationship skills
• Excellent organisational skills
• Excellent oral and written communication skills
• Good computer literacy skills
• Good time management skills
• Team player
• Energy, drive and enthusiasm
• Impeccable grooming and presentation
• Visual merchandising flair
• Full and flexible availability
• Luxury watch industry knowledge and experience an advantage