Assistant Boutique Manager - Bourdon House

DUNHILL; Greater London; On-site; GBP 90,000 - 135,000; Full time

Job summary

Dunhill takes a flagship leadership role at Bourdon House in London, guiding sales, operations, and client engagement to uphold the brand’s luxury standards. The role focuses on inspiring the team, driving revenue, and delivering a premier client experience.

You will lead CRM-driven client recruitment, retention and appointments, while ensuring stock fidelity and cross-category selling across RTW, Leather, MTM, and Bespoke offerings.

Qualifications

• Well-rounded background in luxury retail management at a high-end store.
• Proven ability to analyse performance data and translate insights into actions.
• Strong focus on clienteling, CRM, and delivering exceptional service.

Responsibilities

• Own daily trade, analyse KPIs, manage sales pipelines and recovery plans.
• Drive boutique productivity through conversion, UPT, ATV and customer data.
• Champion CRM, client acquisition, retention, and development of client books.
• Lead coaching, performance management, and development of future talent.
• Maintain leadership presence on the shop floor and uphold luxury standards.

Skills

Luxury retail

Retail management

Leadership

Customer service

Data analysis

Excel

PowerPoint

Tools

Excel

PowerPoint

Job description

HOW WILL YOU MAKE AN IMPACT?

To lead and inspire the team at Dunhill's Bourdon House, a flagship destination renowned for its breadth of luxury services and complex client journey. This role presents a unique leadership opportunity to drive sales, deliver unparalleled customer experiences, and ensure operational excellence, embodying Dunhill's distinctive luxury standards.

Commercial Leadership

• Own daily trade, meticulously analysing KPIs, managing sales pipelines, and driving effective recovery plans to consistently achieve and exceed sales targets.
• Demonstrate commercial awareness and responsiveness to sales trends, proactively developing business initiatives to maximise revenue.
• Drive boutique productivity through in-depth analysis of conversion rates, UPT, ATV, and customer data, identifying and capitalising on opportunities.
• Collaborate with the Operations Manager on stock control and operational procedures to minimise shrinkage.

Clienteling & CRM

• Champion clienteling and CRM, taking full responsibility for client acquisition, retention, appointment generation, reactivation, and the development of the team's client books.
• Utilise available marketing materials (CRM) to maximise brand loyalty and drive sales.
• Accelerate client recruitment through ROI-driven acquisition strategies with individual action plans.

Customer Service & Hospitality

• Recognise and deliver the unique level of hospitality offered at Bourdon House, creating an exceptional experience that extends beyond the retail transaction.
• Deliver an unparalleled client experience and satisfaction, measured by NPS and CSAT, ensuring the impeccable execution of the distinctive Dunhill experience.
• Efficiently resolve client complaints to the highest service standards and in accordance with store policy.
• Maximise sales opportunities through integrated cross-category selling across RTW, Leather, MTM, Bespoke, Humidor, Barber, and Hospitality, fostering a holistic approach.

Coaching & Development

• Emphasise daily coaching, performance management, and the development of future talent within the team, fostering a culture of continuous improvement.
• Develop and train team members' skills and knowledge to improve performance, ensuring the team is fully conversant with the history of Dunhill.
• Ensure effective recruitment and selection to attract and retain top talent, while fostering collaboration, trust, and loyalty through fair and consistent management.
• Professionally identify and resolve employee issues in accordance with Richemont policy.

Leadership Presence

• Maintain a strong, visible leadership presence on the shop floor, leading by example and driving standards through active presence and engagement.
• Lead by example, setting and maintaining luxury retail benchmarks for customer service, ensuring the team consistently upholds Dunhill values.
• Engage and inspire the team through strong leadership, setting clear objectives and ensuring full awareness of roles and responsibilities.
• Oversee and ensure optimal operational efficiency across front and back of house, strict adherence to all retail operational and security procedures, and consistent maintenance of health, safety, visual merchandising, and product knowledge standards.
• Effectively cascade all company communications to the store team.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Well-rounded background in luxury retail, with significant retail management experience in a high-end store environment.
• Passionate about delivering unparalleled customer service and driving commercial success.
• Keen commercial awareness of the dynamic luxury market.
• Adept at navigating target/sales-driven environments.
• Proven ability to analyse complex reports and translate insights into tangible action plans.
• Experience in effectively supervising and developing teams, fostering a collaborative and high-performing culture.
• Strong understanding of luxury products (leather goods, menswear, writing instruments, jewellery) and pricing mechanisms.
• Highly numerate with meticulous attention to detail.
• Capable of consistently delivering high brand and location sales.
• Experience in cash handling.
• Proficiency in Excel, PowerPoint, and email.
• Natural leader, inspiring teams to uphold Dunhill's values and deliver extraordinary experiences to diverse, high-profile clientele.

WHAT MAKES OUR GROUP DIFFERENT?

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.

• We value freedom, collegiality, loyalty, and solidarity
• We foster empathy, curiosity, courage, humility, and integrity
• We care for the world we live in

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

• Initial screening call with Richemont Talent Team
• Interview with the Hiring Manager
• Interview with the HR Manager & Retail Director