Boutique Manager

Panerai; Singapore; On-site; SGD 78,000 - 134,000; Full time

Job summary

Panerai is seeking an experienced Boutique Manager in Singapore to lead a high-end team and drive both client development and sales performance. You will champion the Panerai selling ceremony, uphold brand standards, and deliver exceptional service to a discerning clientele.

You will monitor targets, coach staff on floor, coordinate with marketing and CRM for client activations, and report monthly on performance metrics to the Commercial Director.

Qualifications

• Experience in luxury goods retail and managing a boutique team.
• Proven ability to meet and exceed sales targets and KPIs.
• Strong leadership and coaching skills with the ability to motivate staff.
• Excellent customer service and relationship-building with clients.
• Experience in store visuals and merchandising aligned to brand guidelines.

Responsibilities

• Achieve boutique qualitative and quantitative goals by developing local clientele and targets.
• Monitor sales targets and KPIs; implement corrective actions for shortfalls.
• Lead by example on the sales floor; coach and develop boutique team.
• Drive retail team development, succession planning, and high retention.
• Coordinate with Marketing/CRM and Events to boost client engagement and store traffic.
• Maintain brand standards, prepare monthly reports for Commercial Director.

Skills

Luxury retail

Team leadership

Sales targets

Customer service

Visual merchandising

Job description

• Responsible for the achievement of Boutique qualitative and quantitative goals through developing the local clientele and achieving or exceeding overall sales targets.


• Regularly monitor sales targets and KPI’s and implement action plans should there be shortfalls


• Demonstrate creativity, “thinking outside the box” in generating and hunting business for your store, and proactively network to identify new business and client opportunities.


• Develop, train and motivate boutique teams to achieve individual sales goals and client development.


• Demonstrate lead by example leadership by playing an active role on selling floor and on the spot coaching


• Drive development of the retail team to ensure succession planning and high retention rate, minimizing honey-moon leavers.


• Conduct regular touch bases to review associate performance and development in line with business strategies and propose action plans for improvement when needed


• Adhere strictly to Brand guidelines and ensure the team is well versed in upholding the brand equity.


• Recommend improvements to the management team in all aspects of the boutique operations/maintenance and monitor/ control boutique expenses within budget guidelines.


• Provide exceptional customer service surpassing clients’ expectations at every opportunity.


• Provide monthly reporting to the Commercial Director (sales, traffic, KPIs, follow up, missed sales, stock issues, CS, discount…) and propose corrective actions


• Review Mystery shopping results with the Commercial Director and Boutique Team and set up corrective action plans where necessary.


• Coach and Train the boutique team to deliver Panerai selling ceremony, always ensure the highest level of service to the clients.


• Curate a positive atmosphere within the boutique; optimistic, constructive, helpful, confident, building genuine relationship with Clients.


• Ensure all clients including prospects data are effectively captured and constantly monitor team progress and coaching where needed.


• Attend to all client requests and concerns in an efficient and professional manner.


• Maintain consistent, uncompromising high standards of service and presentation according to brand guidelines.


• Actively initiate and propose relevant client activations and initiatives to be considerate of any boutique opportunities.


• Work closely with Marketing and CRM to build and implement good returns client engagement programs for the store


• Work closely with the Communication team to initiate and/or coordinate regular events to promote and enhance boutique awareness, drive instore traffic and purchase desire with existing and new clientele.

Key Responsabilities

Boutique and Sales Management

• Responsible for the achievement of Boutique qualitative and quantitative goals through developing the local clientele and achieving or exceeding overall sales targets.


• Regularly monitor sales targets and KPI’s and implement action plans should there be shortfalls


• Demonstrate creativity, “thinking outside the box” in generating and hunting business for your store, and proactively network to identify new business and client opportunities.


• Develop, train and motivate boutique teams to achieve individual sales goals and client development.


• Demonstrate lead by example leadership by playing an active role on selling floor and on the spot coaching


• Drive development of the retail team to ensure succession planning and high retention rate, minimizing honey-moon leavers.


• Conduct regular touch bases to review associate performance and development in line with business strategies and propose action plans for improvement when needed


• Adhere strictly to Brand guidelines and ensure the team is well versed in upholding the brand equity.


• Recommend improvements to the management team in all aspects of the boutique operations/maintenance and monitor/ control boutique expenses within budget guidelines.


• Provide exceptional customer service surpassing clients’ expectations at every opportunity.


• Provide monthly reporting to the Commercial Director (sales, traffic, KPIs, follow up, missed sales, stock issues, CS, discount…) and propose corrective actions


• Review Mystery shopping results with the Commercial Director and Boutique Team and set up corrective action plans where necessary.

Customer Service / Customer Relation Management & PR Events

• Coach and Train the boutique team to deliver Panerai selling ceremony, always ensure the highest level of service to the clients.


• Curate a positive atmosphere within the boutique; optimistic, constructive, helpful, confident, building genuine relationship with Clients.


• Ensure all clients including prospects data are effectively captured and constantly monitor team progress and coaching where needed.


• Attend to all client requests and concerns in an efficient and professional manner.


• Maintain consistent, uncompromising high standards of service and presentation according to brand guidelines.


• Actively initiate and propose relevant client activations and initiatives to be considerate of any boutique opportunities.


• Work closely with Marketing and CRM to build and implement good returns client engagement programs for the store


• Work closely with the Communication team to initiate and/or coordinate regular events to promote and enhance boutique awareness, drive instore traffic and purchase desire with existing and new clientele.

Team Management

• Lead by example, coach, train, motivate and role playing, always with a high degree of professionalism


• Coach your staff “on the job” and make sure they have appropriate trainings to achieve their targets in terms of sales, KPI’s


• Leverage on training programs to improve individual and team performance


• Develop and maintain positive relationships with team by understanding and addressing individual motivation, needs and concerns


• Maintain a cohesive, cooperative work environment through day to day management and motivational activities


• Validate the rostering and take a hands-on approach to staffing, time off management, and overtime management


• Training: Plan training with Retail Performance Manager, voice up training needs to headquarters, follow up on training via individual staff performance and career progression


• Ensure boutique daily sales and traffic are accurate, correctly counted and reported on a day-to-day basis

Visual Merchandising

• Oversee store visual merchandising making sure it is in line with brand direction and business trend


• Implement and follow all standards as per the Boutique Visual Merchandising guidelines


• Actively ensure merchandise presentation always reflects VM standards and general cleanliness of the boutique


• Implement and follow all standards as per the Boutique Visual Merchandising and staff uniforms guidelines

Inventory Management

• Ensure accuracy in all inventory management in accordance with Group and Brand compliance


• Ensure that all inventories are always properly accounted for and secured


• Fluent in compliance procedures, ensure staff is 100% trained and aware of compliance procedures, reinforce compliance through training and daily briefings

Requirements

• Minimum 10 years’ experience in luxury goods retail, preferably luxury watches, with managerial experience in sales and customer service


• Strong leadership, ability to build trust and respect with the team, well organized, able to delegate, strong client marketing


• Strong communication skills and able to work with cross functions, implement projects and manage change


• Ability to motivate others, has a “team player” spirit and the ability to work well within a group/team dynamic


• Strong interpersonal skills poised and composed with clients and staff, reliable and independent, outgoing and social, ready to take initiative, sales driven


• Proficiency in Microsoft Office an advantage