Sales Experience Manager - Yorkdale

Richemont; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in luxury retail is seeking a Sales Experience Manager in Toronto. The role involves motivating a high-performing team and ensuring outstanding client interactions to drive sales and uphold the brand's exceptional standards. Candidates should have extensive management experience in luxury retail, strong leadership skills, and a commitment to delivering memorable client experiences.

Qualifications

• 7 to 10 years of management experience, especially in luxury retail or hospitality.
• Required experience managing direct reports.
• Excellent interpersonal and communication skills.

Responsibilities

• Lead and motivate the sales and service team to achieve or exceed targets.
• Build and coach a high performing team.
• Deliver exceptional client experiences and drive client development initiatives.

Skills

Interpersonal Skills

Communication Skills

Analytical Skills

Organizational Skills

Education

Bachelor’s degree in a related field

Additional language skills

Tools

MS Office

SAP

Job description

Sales Experience Manager

Toronto Yorkdale, Canada

At Cartier North America, we are proud to employ talent from many differentbackgrounds, experiences, and identities. We believe that when diversity andinclusion are fully embraced and empowered, creativity and knowledgeemerge to deliver excellence. We continue to work towards creating aworkforce that represents the diversity of our clients and our communities.

Job Mission

The Sales Experience Manager leads the team to provide exceptionalexperiences for all clients – achieving or exceeding the boutique’s goals(sales and all other). The Sales Experience Manager motivates the team tocultivate each client encounter into an ongoing and trusted relationship thatwill continue to drive the Cartier legacy.

Key Responsibilities
Business Acumen & Commercial Performance
Contributes to overall Boutique growth

• Drive sales and care service team to consistently achieve orexceed sales targets and KPI’s
• Prepare and analyze regular sales reporting and Maison tools thatprovide qualitative analysis for business development
• Demonstrate ability to establish strong rapport with partnersin Corporate and leaders across the Maison
• Master expertise of the boutique business and assess localmarket opportunities to implement a proactive and effective sales andclient development strategy
• Strategize outreach to local prestige market and cultivatecurrent prestige partnerships to increase prestige sales within theboutique
• Develop business acumen that assesses and strategizeseffectively based on data and local market intelligence

Leadership & Team development
Communicates a compelling vision and inspires others to deliverresults

• Build a high performing team by coaching, providing consistentfeedback, and defining appropriate IDP’s and learning opportunitiesfor Assistant Manager direct reports
• Proactively and effectively lead and develop teams in partnershipwith boutique leader / HR on succession, individual developmentjourneys, and career planning
• Comfortable developing and leading Assistant Managers and drivingtheir development and career journeys
• Skilled in all aspects of performance management and managing amyriad of people situations for optimal performance
• Communicate regularly on Maison strategies andknowledge, boutique targets, client experience best practices,local/global competitive landscape, and industry news
• Effectively manage the complexity of the day-to-daybusiness operations to support the team
• Contribute to building a positive and inclusive culture

Client Centricity
Delivers a distinctive client experience

• Lead and drive boutique Client Development andClient Experience action plans
• Deep development/elaboration and command ofclient development initiatives
• Plan, curate, and execute plans for exceptional client experiencesto build long term relationships
• Identify client development gaps; create solutions and strategiesto execute
• Ability to resolve and/or de-escalate complex clientchallenges independently
• Skilled with leading face to face VIP experiences andclient interactions
• Ability to demonstrate and coach to the selling ceremonyand elevated client experience behaviors
• Lead by example in all client interactions
• Demonstrate strong knowledge of EIP, VIP and HighPotential clients

Agility and Growth Capability
Continually finds ways to contribute to Success

• Demonstrate and coach organizational agility; successfully pivot andmulti-task in changing environments
• Promote, lead, and champion change as a positive andnecessary part of the boutique’s success at the individual and grouplevel
• Be a subject matter expert in key areas of the business with boutiqueteams and key regional/corporate partners
• Demonstrate self-awareness; proactively source and implementfeedback from various sources
• Successfully navigate interpersonal group dynamics; react, adapt,and build trust and rapport
• Uphold Cartier values with the ability to project and createan inclusive boutique culture
• Create a positive and productive boutique environment by leveragingboth personal and team savoir-faire to always create ahighly collaborative network both in person and via telephone
• Look for improvement opportunities within the boutique and take theinitiative to propose and implement solutions while ensuring changedbehaviors are sustained and consistent

Operational Excellence

• Influence continuous operational improvements and adaptthe boutique business model to the client journeys
• Ensure team members consistently adhere to proper executionof all procedures / compliance (ex. sales / finance procedures andcash management, security, and safety procedures, etc.)
• Ensure successful inventory execution
• Optimize boutique controllable operating expenses andeffective budget oversight
• Support leadership in developing and executing clear actionsto constantly improve the overall boutique operations and flowsto improve the client experience
• Promote a “continuous improvement mindset” bycreating the conditions to collect feedback from the team on painpoints and brainstorming on possible solutions
• Lead and/or participate in the daily/annual boutique activitiesto include set up and break down of boutique for opening andclosing, inventories, audits, etc.
• Skilled in operational processes and technologically savvy withcompany tools and applications
• Promote knowledge, adoption, and accountability of tools inan effective way

Ambassadorship and Maison Image

• Act as Maison ambassador and uphold boutique image
• Embrace the true value of the Maison DNA and lead by example
• Partner appropriately within boutique team and Corporate to ensurethat the boutique meets Cartier standards through regularmaintenance and cleaning
• Opportunity to promote Maison’s heritage, products, and employer ofchoice in all external interactions including social media

Qualifications
Education

• Bachelor’s degree in a related field is a plus
• Additional language skills are a plus

Industry experience

• 7 to 10 years of management, especially in luxury retail or hospitality
• Required experience managing direct reports, preferred experiencein leading leaders

Technical skills / abilities

• MS Office experience required; SAP knowledge preferred
• Experience working in complex business environments or projects(i.e., multi-level locations, opening a boutique, leading HJ events)

Personal skills

• Must be available to work retail hours (including evenings andweekends), overnight travel for trainings, client events, and otherbusiness events as needed
• Excellent interpersonal and communication skills are required
• Strong attention to detail with the ability to handle multiple taskssimultaneously and with precision
• Ability to work in a fast-paced, evolving environment
• Excellent analytical, organizational, and interpersonal communicationskills are required
• Strong understanding of client service needs and priorities (internaland external)
• Collaborative approach with ability to foster a positive and inclusivework environment
• Ability to motivate and inspire others, and instill trust
• Proactive approach to analyzing business and human resourceneeds