Boutique Manager

Pivotal Talent Search; Oak Brook (IL); On-site; USD 55,000 - 85,000; Full time

Job summary

Pivotal Talent Search is seeking a Boutique Manager to lead a high-performing luxury retail team. You will drive sales, coach staff, and ensure an exceptional client experience while upholding the brand’s standards and storytelling across every client interaction.

In this role you will manage scheduling, client development, events, and store operations to maximize profitability and customer loyalty. Weekend/evening availability may be required in a boutique setting.

Qualifications

• 3+ years as a Boutique Manager or similar leadership role in luxury retail.
• Proven track record in achieving retail results (sales and profitability).
• Experience in luxury retail or fragrance preferred.
• Excellent selling and customer service skills.
• Strong beauty knowledge and brand storytelling.

Responsibilities

• Achieve retail sales targets and contribute to store KPIs.
• Lead the team on the sales floor and coach for exceptional client experiences.
• Recruit, onboard, and develop store talent; manage scheduling and payroll alignment.
• Organize events and brand initiatives to drive traffic and loyalty.
• Oversee stock, visual merchandising, and store operations.

Skills

Customer service excellence

Luxury retail experience

Team leadership

Brand storytelling

Excellent communication

Tools

Microsoft Office

Word

Excel

Outlook

PowerPoint

HRIS systems

POS systems

Client tracking systems

Job description

As the Boutique Manager, you are the ultimate leader and brand ambassador of your boutique and represent the brand in the market. You are responsible for the management of the Boutique, your team, and creating a positive and motivating environment. Your mission is to develop and lead your team to maximize store performance (sales and client management) while ensuring exceptional level of client service. Your passion and embodiment of the brand (values) will enable you to contribute to the wider development of the business and ensure that you continually develop personally and professionally.

MAIN RESPONSIBILITIES

BUSINESS STRATEGY:

• Achieve retail sales targets and contribute to store and services KPIs on a monthly basis.
• Display an exceptional example of the client experience. Sell products by meeting our clients’ needs and provide memorable experiences through the highest standard of service. Follow the brand’s signature service methods at all times.
• Educate customers on the brand and on products. Share brand storytelling within every client interaction.
• Play an active role on the sales floor to lead the team by example and ensure a welcoming environment in the boutique.
• Report on a weekly basis store performance to leadership as required.
• Build and execute monthly/quarterly strategies to support business and client development objectives.
• Gather & report market and competition trends and identify opportunities for commercial development.
• Host leadership in store: speak to business KPIs, team, competition, opportunities, etc. in line w/brand strategy.

PEOPLE MANAGEMENT:

• Set and track realistic individual KPIs for employees and motivate staff through clear communication, and consistent coaching and feedback.
• Set and track realistic individual KPIs for employees and motivate staff through clear communication, and consistent coaching and feedback.
• Coach and develop skills and knowledge of all team members using company tools and training materials.
• Transmit your passion for retail and elevated client experiences. Spread a culture of excellence, client centricity, and continuous improvement.
• Foster a positive working environment and create a culture of psychological safety, feedback, encouraging diversity, mutual respect and teamwork.
• Oversee annual review process for all store employees.
• Assist in recruiting top talent who embody the company’s Mission, Vision, and Values. Play an active role in their onboarding, development and retention.
• In partnership with Retail Operations and HRBP, manage scheduling, time off requests, payroll, commission, overtime, employee relations, disciplinary action procedures, and ensure compliance with company policies and state and federal labor laws.
• Ensure compliance to mandatory training programs as required.

CLIENT EXPERIENCE:

• Ensure exceptional client and service centric mind set in the team.
• Ensure team are aware and supporting all client development and client experience strategies, goals, and standards.
• Animate actively the implementation and success of the brand launch plan and animations.
• Effectively manage internal and external communication to ensure successful events in store and/or remotely.
• Proactively propose and execute in store and remote actions to drive traffic to the store, to recruit new customers and to develop customer loyalty, guaranteeing excellent service.
• Master and leverage client data to retain, recruit and grow client loyalty (CRM).
• Meet annual "voice of client" standards as defined by corporate (NPS, Client Experience Assessment + service signature).
• Organize, set up and host events (e.g. beauty classes), partnering with corporate events team on planning and execution, ensuring to meet client experience standards.

OPERATIONS:

• Effectively organize and manage timetables and floor coverage according to team and boutique activity.
• Optimize stock levels and sell through by analyzing your sales and communicating with back office.
• Ensure respect of all procedures towards sales, till, cash and stock management and report any issue to direct manager.
• Champion the rollout of new systems, tools, policies and procedures within boutique while providing feedback on what’s working or not.
• Ensure visual merchandising guidelines are applied to the highest standards.
• Ensure health and safety of teams and procedures are managed and in line with guidelines.
• Uphold and adhere to all boutique and company policies and procedures.
• Coordinate with retail team to ensure POS maintenance and logistics.
• Support on IT needs and issues.

Qualifications

• 3 years + as a Business or Boutique Manager directly managing a team of 5 to 10 people minimum, preferably in the luxury retail environment or fragrance brand.
• Proven track record in achieving retail results (sales and profitability).
• Proven record of working within a luxury retail environment.
• Experience executing well planned and successful prestigious brand events (would be a plus).
• Excellent selling and customer service skills.
• Strong beauty knowledge and rich vocabulary regarding beauty universe, trends and competitive landscape.
• Exceptional ability to connect with clients and nurture long term client relationships.
• People management experience (able to lead, manage, motivate, coach and develop people).
• Excellent writing, communication and interpersonal skills, fluent in "local language".
• Digital savvy; experience/comfortable with operational POS systems.
• Proficient in Microsoft Office, Word, Excel. Outlook, HRIS systems, Power Point, Client tracking systems and Point of Sales (POS).
• Able to work on weekends, holidays and evenings.