Boutique Director

IWC; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

IWC in London’s Mayfair district is seeking a Boutique Director to drive commercial performance, lead a high-calibre team, and uphold exceptional luxury standards. You will oversee daily operations, client relationships, and strategic execution to align people, priorities, and performance with ambitious business goals.

This role requires strong business judgment, refined leadership, and a brand ambassador mindset, with a proven track record in luxury retail and clienteling excellence.

Qualifications

• Minimum 5 years of management experience in a luxury environment.
• Strong entrepreneurial mindset with results orientation.
• Natural leader with excellent interpersonal skills and empathy.
• Impeccable presentation and professional demeanor with integrity and discretion.
• Deep clienteling expertise and understanding of high-net-worth expectations.

Responsibilities

• Oversee boutique sales, profitability, budget discipline, and commercial planning to meet performance targets.
• Lead, motivate, recruit, and develop the boutique team with clear expectations and standards.
• Drive operational excellence in store presentation, stock control, compliance, financial processes, and reporting.
• Build lasting client relationships through clienteling, events, CRM follow-up, and personalized service.
• Represent the Maison to strengthen brand awareness, partnerships, and local reputation.
• Cultivate accountability, inclusion, coaching, and continuous improvement across the team.

Skills

Team leadership

Clienteling

Budget & profitability

Commercial planning

People development

Job description

YOUR MISSION:

The Boutique Director is fully responsible for the boutique's commercial performance, client experience, team leadership, and operational excellence. This person manages day-to-day store operations, drives sales and profitability, and protects the Maison's image and reputation through disciplined execution and entrepreneurial ownership. The role turns strategy into boutique reality by aligning people, priorities, and performance around ambitious business goals. This person combines strong business judgment with refined people leadership, able to manage complex situations while advising and inspiring others. Known for setting direction, building high-performing teams, and maintaining exceptional standards in luxury retail, the Boutique Director acts as the visible leader of the boutique and a trusted ambassador of the Maison.

HOW WILL YOU MAKE AN IMPACT?

Responsibilities:

• Oversee boutique sales, profitability, budget discipline, and commercial planning to ensure achievement of defined performance targets.
• Lead, motivate, recruit, and develop the boutique team while setting clear expectations, responsibilities, and standards of execution.
• Drive operational excellence across store presentation, stock control, compliance, financial processes, and reporting.
• Build and deepen lasting client relationships through clienteling, event strategy, CRM follow-up, and personalized service.
• Represent the Maison inside and outside the boutique, strengthening brand awareness, partnerships, and local reputation.
• Create a culture of accountability, inclusion, coaching, and continuous improvement that supports long-term team and business success.

Competencies:

• Manage: Plans and monitors boutique operations, financial performance, resources, and reporting to achieve commercial objectives and budget discipline.
• Lead: Inspires others and sets direction, develops people, and makes decisions that keep the team focused, aligned, and accountable for results.
• Deep Care: Balances performance with genuine care for people and clients, ensuring trust, consistency, and attention to detail in every interaction.
• Build Culture: Creates a strong boutique identity through collaboration, pride, inclusiveness, and shared ownership of the Maison's standards.
• Business Development: Develop qualitative client and prospect database, network the local area, forge external relationships and partnerships

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• At least 5 years of management experience in a luxury environment.
• Result and action oriented with strong entrepreneurial mind-set.
• Natural leader with good interpersonal competences and empathy.
• Impeccable personal presentation and professional demeanor with a high level of integrity, discretion, and ethical conduct.
• Strong clienteling expertise and a deep understanding of HNW client expectations and relationship management.
• Excellent communication, interpersonal, and negotiation skills, proficiency in English ; additional languages are a plus.
• Passionate about luxury, craftsmanship, client service
• Deep understanding and exposure to Mayfair environment and local luxury client communities