Job Overview

To support strategic planning on sales & KPIs performance, team management, customer relationship & loyalty management, service excellence. He/ She acts as a cross-functional bridge, driving boutique operational brilliance and sales growth by working alongside our boutique teams, and works in close collaboration with the Country Manager.

Key responsibilities

Retail Performance Management & Enhancement :
- Lead and oversee all Retail Excellence projects, ensuring the holistic health and sustainable growth of the retail business.
- Architect KPI monitoring systems to analyze performance trends and engineer strategic solutions that drive continuous improvement.
- Execute global retail initiatives designed to elevate customer experience and optimize sales performance.
- Standardize retail excellence by communicating key performance metrics and best practices to ensure operational consistency across all locations.
- Collaborate closely with the Country Manager to plan and execute comprehensive business strategies, financial sales targets, and marketing communications.
- Maintain deep market expertise, leveraging insights into local clientele, competitors, and trends to identify new growth opportunities and advise Head Office on market dynamics.

Store Team performance improvement and Training :
- Partner with the Country Manager and Boutique Managers to maximize business potential through performance analysis, target setting, and the execution of strategic action plans.
- Deliver qualitative feedback to Boutique and Assistant Boutique Managers to elevate retail excellence and optimize store sales performance.
- Conduct on-site coaching and On-the-Job Training, empowering store staff to excel in luxury selling techniques, KPI management, and premium customer service.

Customer Relationship Management (CRM) & Training :
- Define bespoke CRM action plans that align with seasonal launches to maximize client engagement and capture local market growth.
- Uphold Maison’s signature service standards across the region, ensuring every touchpoint reflects our heritage of excellence and rigorous operational procedures.
- Cultivate a culture of client-centricity through tailored CRM workshops and on-site coaching, empowering retail teams to deliver personalized experiences that drive long-term loyalty and sales.

Required qualifications and skills

The ideal candidate holds a Bachelor’s degree in Business Administration, Marketing, or a related field, and brings a minimum of two years of experience in a retail boutique environment along with at least five years in retail management, ideally within the luxury sector. They are a seasoned luxury retail professional with a strong background in boutique leadership, KPI optimization, and continuous store performance enhancement. Their CRM expertise goes beyond database management, focusing on driving customer loyalty and elevating service quality. With strong analytical and strategic thinking skills, they are able to translate insights into actionable business plans. They demonstrate a high level of proficiency in Microsoft tools, influential communication abilities, and strong presentation skills, enabling effective collaboration across all levels of the organization. Their leadership is characterized by adaptability, authenticity, agility, collaboration, dynamism, openness, active listening, curiosity, and logical thinking. A refined product and fashion sensitivity, combined with high emotional intelligence and professional maturity, allows them to balance data-driven decision-making with a deep understanding of the human experience on the sales floor.