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About the Role

As the Boutique Manager of our London boutique, you will serve as the leading ambassador of our brand and craftsmanship. Your expertise in jewellery and decoration, combined with your leadership skills, will ensure the delivery of exceptional and personalised customer experiences, while upholding our brand’s reputation for excellence.

Responsibilities

• Lead, inspire, and hold accountable a team of two, fostering a culture of excellence, collaboration, and continuous growth.
• Provide coaching, feedback, and hands-on training to ensure every team member thrives.
• Handle employee relations issues with sensitivity and in liaison with the P&O team.
• Oversee and elevate client interactions, ensuring every visitor enjoys a memorable, tailored experience.
• Develop lasting relationships with clients to drive loyalty and repeat business.
• Monitor and analyse sales performance, setting ambitious targets and implementing creative strategies.
• Maintain impeccable store presentation and visual merchandising, ensuring every detail reflects our brand’s luxury standards.
• Manage all store operations, including accurate sales processing, inventory control, and after-sales service.
• Lead buying sessions for boutique collections and oversee stock management.
• Represent the brand in all interactions, consistently embodying our values and standards.
• Ensure the team is well informed on product knowledge, brand heritage, and the latest collections.
• Work closely with headquarters and other departments, ensuring smooth operations and alignment with company objectives.
• Proactively seek opportunities to optimise processes and enhance boutique performance.

Requirements

• Leadership experience in luxury retail, hospitality, or a similar customer-facing environment, with a proven ability to motivate and hold a team accountable.
• Confident decision-making skills to provide clear direction and manage boutique operations effectively.
• Excellent communication and interpersonal skills, with the ability to build trust and foster a positive, collaborative team culture.
• Strong commercial awareness and strategic sales skills, with a history of driving performance and achieving ambitious targets.
• Fluent in English.
• Impeccable personal presentation and a deep understanding of luxury standards, consistently representing and upholding the brand’s image.
• Significant experience managing and engaging with an international clientele, ensuring a consistently high standard of service across diverse customer profiles.
• A strong passion for jewellery, interior decoration, and artistic craftsmanship, with the ability to inspire and educate both clients and team members.
• Proficiency with point-of-sale systems and CRM tools, with the ability to leverage data for team training, customer relationship management, and operational optimisation.

Skills

• Jewellery and decoration expertise
• Leadership skills
• Customer experience delivery
• Brand ambassadorship
• Team motivation and accountability
• Coaching and training
• Employee relations management
• Client relationship development
• Sales performance analysis
• Strategic sales acumen
• Visual merchandising
• Inventory control
• After-sales service
• Buying
• Stock management
• Brand representation
• Product knowledge
• Brand heritage understanding
• Collaboration
• Process optimisation
• Arabic proficiency (plus)
• Chinese proficiency (plus)
• Additional language skills

Location

• London, UK

Work Type

• On-site
• Full-time

Experience Level

• Luxury retail leadership experience
• Management experience

About the Company

• Since 1950, Goossens has been imagining and creating jewellery and furniture, distinguished by a unique richness of expression and vibrant aesthetic.
• Each piece, imbued with a singular energy, combines the sculpted contours of gemstones with the textured brilliance of gilded metal.
• Boundless and flourishing, the sources of inspiration -whether organic, architectural, or historical - generously shape joyful creations where poetry and fantasy know no limits.
• As a Chanel Métiers d’Art house, Goossens keeps the creativity of its founder, Robert Goossens, alive through the precise gestures of its master craftsmen.
• Goossens has developed a diverse and international distribution network, including a boutique in Paris and a boutique in London, a gallery dedicated to decoration in Paris, a network of wholesalers, both offline and online, and a global online e-shop.
• Company values include excellence, authenticity, passion and teamwork.
• The boutique environment is elegant, supportive, respectful and focused on continuous growth and learning.