Boutique Manager - Shanghai TKL

  • Company: TAG Heuer China
  • Country / Region : China
  • Business group: Watches & Jewelry
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Minimum 5 years
  • Reference No.: TAGH00763
  • Date of publication: 2021.01.28

Position

The mission of the TAG Heuer Boutique Manager is to:

  1. Deliver a memorable experience for all TAG Heuer customers
  2. Achieve all business KPIs
  3. Inspire, develop and lead the team

The main responsibilities will be:  

      

   Sales

  • Create, implement and drive a 360-degree sales strategy for your boutique. This should sit across retail, marketing, PR, digital, social media and eventing in order to increase sales and market share.
  • Partner with the retail and marketing teams to deliver a varied calendar of engaging and high performing events showing customer acquisition and clear ROI
  • Define and implement a database growth strategy for your store
  • Create a proactive, inspiring sales culture inside the boutique, where the team have a strategic approach to managing their customer portfolio and achieving their monthly targets and business objectives
  • Manage all Sales Associates to achieve their monthly targets and business objectives through coaching and performance management
  • Demonstrate sales leadership for staff by playing an active role on the selling floor.

Customer Experience

  • Create a customer centric culture inside the boutique where the Sales Associates are inspired and supported to deliver a memorable experience to all customers who enter the boutique
  • Ensure all customer complaints are resolved promptly with empathy and ensuring that the customer is satisfied.
  • Create and implement action plans to address all customer feedback from online, mystery shopping and complaints
  • Execute the clienteling strategy within the boutique by ensuring that the team are growing their customer list, developing engaged customer relationships and completing all CRM activities
  • Ensure all after sale service requests are handled with the same level of care as a purchase. From the initial meeting with the customer through to the customer receiving their repair, ensuring they are updated at every stage of the journey and that we are delivering against our timelines
  • Be the TAG Heuer expert; demonstrate a high level of expertise across our brand, products, collections and partnerships
  • Ensure the team demonstrate expertise across our brand, product, collections and partnerships

Boutique Operations

  • Implement the correct visual merchandising guidelines provided by TAG Heuer, and ensure the presentation of products, is both engaging and commercial in line with TAG Heuer communication strategy
  • Partner with logistics and Local Retail department to insure appropriate assortment & stock management for the boutique
  • Maintain inventory accuracy through regular stock counts in line with TAG Heuer policies and procedures
  • Maintain the highest standard of housekeeping and administrative organization both front and back of house
  • Ensure that the boutique is compliant with all TAG Heuer Retail Guidelines

Team Management & Development

  • In collaboration with the local HR department, recruit the boutique staff aligned to the TAG Heuer competencies
  • Identify individual competencies & opportunities and work with local teams to address
  • Create a culture of collaboration so the team work together to deliver the customer experience and business objectives

Profile

  • Retail industry store in charge experience including retail operations, stock management, VM management and store P&L management
  • Experienced in leading team achieving stretch sales target
  • Experienced in CRM eco-system development 
  • Experienced in new customer recruitment activities
  • Critical knowledge on the followings:         

      

    • Luxury watch China market current status and trend
    • Competitors specification and impact to TH product portfolio
    • Luxury retail development new trends
    • Luxury consumer behavior investigation and trend
    • In-depth knowledge of TH brand value, culture and DNA
    • Event planning and customized coordination
    • Understand how to select partner to extend customer pool
    • CRM system, tools and mechanism
    • Select, develop, motivate and engage people
    • Profound Clientelling knowledge

 

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Watches & Jewelry

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