Boutique Director - Houston

Les missions

Sales

• Ensure Annual sales targets are achieved by training and supporting the sales team in all aspects of customer service
• Establish individual and collective goals for the team
• Analyze reports and data in order to provide innovative ideas on how to develop and grow the sales and business locally
• Ensure the integrity of the brand in the boutique according to Hublot standards
• Ensure daily display follows Hublot guidelines and rotation on a regular basis
• Keep team focused on financial targets of the boutique, including sales, discounts and inventory

Customer Service

• Provide the highest level of customer service and demonstrate leadership in all areas of negotiation, client satisfaction and after-sales service
• Develop and manage personally VIP clients in specific situations to ensure an exceptional customer service is provided
• Support sales team on the floor when needed and manage difficult and complex situations with clients
• Ensure highest level of after-sales service by following up with After-sales department and keep constant communication with end client
• CRM: ensure customer database is up to date and provide necessary information as well as propose customer service strategy on key local and VIP clients

Votre profil

The Boutique Director will play a key role in the success of the Hublot Boutique by managing the team and leading it to success, focusing on networking, clienteling and ensuring that all boutique operations and management policies and procedures established by the company are followed. The position will ensure that monthly goals are reached as budgeted, will drive the highest level of customer service and build external relations with vendors and partners.

• Bachelor’s degree or equivalent
• 10+ years retail experience with the majority of time spent in luxury
• 4+ years managerial experience in a retail setting required
• Work experience in US or Canada retail market required
• Previous experience in Watch industry a plus
• Ability to develop marketing and event concept for Costa Mesa market
• Strong leadership skills and team management
• High customer focus and strong interpersonal skills
• Strong organizational skills
• Proficient in all Microsoft Office programs
• Understanding of POS systems/operations

Informations complémentaires

Additional Responsibilities

Back-office and Boutique operations

• Weekly reporting on boutique sales and operations
• Manage inventory, stock orders and provide necessary feedback on inventory mix
• Manage logistics of returns and after-sales inventory
• Manage boutique annual budget, keep back office stock always replenished
• Ensure maintenance of the boutique and work with internal and external vendors (security agency, cleaning company, mall management team, phone and internet vendors…)
• Implement and maintain all merchandising displays and ensure effective merchandising strategies
• Communicate with Hublot North America and Swiss headquarters on various enquiries
• Ensure adherence to all company policies & procedures regarding operations of the boutiques, systems

Events, activations, networking

• Work with marketing team on creating and implementing annual event plan based on local market specificities
• Support Event team on all logistic of boutique events organized by the brand
• Advise Marketing Team on local advertising strategy
• Ensure boutique Instagram account is updated following the HQ guidelines
• Participate and encourage team to participate to local networking events to build relationship, create new opportunities and develop business

Management

• Recruit, onboard, train and develop the team of Sales Associate and for some boutiques Assistant director
• Provide trainings on a regular basis to enhance product knowledge and sales techniques in order to maximize sales and provide exceptional selling ceremony to each customer
• Manage staff scheduling, payroll, ensure all company handbook policies and procedures are followed
• Provide mentoring to Sales Associates on the floor in customer service and relationship as well as ensuring that all Retail guidelines, policies & procedure of the company are followed
• Manage any and all employee’ issues and concerns and partner with HR when needed